We want to make public our policy on refunds so that there is no confusion.

In compliance to EU directives, you are entitled to 30 calendar days of "cool-off" period. If within those 30 calendar days you have not used our services (explicitly: you have not downloaded our software ) you are eligible for a full refund of your purchase, no questions asked. This "cool-off" period is provided in accordance to Article 6, §1 of Directive 97/7/EC of the European Parliament and of the Council of 20 May 1997 on the protection of consumers in respect of distance contracts and the Directive 2011/83/EU which replaces it.

However, if you have already downloaded our software you are not eligible for a refund, even in the first 14 calendar days according to Directive 2011/83/EU, Article 16, §m which states: "the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and his acknowledgment that he thereby loses his right of withdrawal."

Explicitly: when you click on a software download link, or use any method provided by your web server / CMS to initiate such a download (including but not limited to installing updates via Live Update and Joomla! extensions update) you are giving us your express and unreserved consent to begin the provisioning of the software download and support service you have purchased from us, waiving your right of withdrawal from the subscription contract, making you ineligible for a refund. For more information you may also want to read: http://europa.eu/rapid/press-release_MEMO-11-450_en.htm?locale=en 

Clarification for renewals and their eligibility for a refund: renewals are considered new purchases, not a continuation of your previous subscription. As a result you can get a refund in 14 calendar days before the conclusion of the contract which means:

• Any time before the activation of your renewed subscription.
• Within 14 days from the activation of your renewed subscription, but only if you have neither downloaded the software nor made a software support request since the exact date & time your renewed subscription was activated.

Clarification for the software download service: Most of our software comes in two editions, a free of charge Core edition and a subscription-based Professional edition. For these software we consider our software download services to have been provisioned only when you download the subscription-based Professional edition. Downloading the free edition of our software or any other item which is made available to the general public without the need for an active subscription (e.g. documentation) does not constitute performance of our download service. In other words, if you download Securitycheck and its documentation your right to withdraw is not affected.

In any other case, no refunds will be given whatsoever. By using our software download you explicitly declare that you accept our policy of no refunds beyond the provisions of aforementioned European Union Directive and the member state laws which enforce it.

If you find a bug in our software, you can report it in the forum and we will fix it in the next version. Finding a bug is not a reason to request a refund.

We do not issue refunds if:
* You just change your mind
* You choose not to use our product
* You find that our product doesn't suit your needs (We have live demos available for you before purchasing)

However, we understand that it is impossible for us to test our software on every platform and every configuration it may encounter on other servers. Therefore if you are unable to get our software up and running on your server in the first 30 days after purchasing the software then please contact us and we will do everything within our knowledge and experience to get our software to work on your server.

If we fail to achieve this we will happily give you a refund or exchange the product for a new product. You will need to provide us with full access to your FTP, MySQL and Joomla Admin consoles in order for us to debug and install the software, if you cant give us this access then we will not be able to give you a refund.

Refunds are only issued to the same email address & account they were originally purchased with.