Refund Policy

You have 14 days from purchase to ask for a refund. If the product does not work as described and we cannot fix it, you get your money back. If it works and you simply changed your mind after downloading and running it, we usually cannot refund it — a licence for a digital product cannot be handed back the way a physical item can.

We would rather fix the problem than take the sale. Open a ticket first; most refund requests we receive turn out to be an installation or configuration issue that takes one reply to resolve.

The window opens when your order is marked paid and closes 14 calendar days later, measured in UTC. Requests that arrive after it has closed are considered at our discretion and are normally declined, except where a statutory right applies or a defect only became apparent later.

Asking a support question does not pause the window. If you are close to day 14 and still waiting on us, say so in the ticket and we will hold the request open.

Inside the window, we refund in full when:

• the product is materially different from its description, screenshots or documented feature list;
• it has a defect that stops it working on a supported framework and server build, and we cannot fix it in a reasonable time;
• you were charged twice for the same product, or bought a product you already own on the same account;
• the purchase was made without your authorisation on your payment method;
• you never downloaded the release and never registered a licence, and you ask inside the window.

Refunds go back to the original payment method. Your payment provider decides how quickly the money appears — usually 5 to 10 business days.

Because these are digital goods delivered immediately, we normally decline a refund where:

• the product works as described and you changed your mind, decided not to launch, or found something cheaper;
• the problem is caused by your own modifications, a conflicting third-party resource, an edited framework core, or an unsupported server build;
• you never gave support a chance to look at it, or stopped replying while we were investigating;
• you bought the wrong framework variant or the wrong product and it has already been downloaded and registered — we will move you to the right product instead where we can;
• the licence has been shared, redistributed, or its verification tampered with, or the account is under investigation for any of those;
• the request is a pattern — repeat purchases followed by repeat refunds on the same account or payment method.

Custom development work is quoted, scheduled and invoiced separately and is not covered by this policy.

Nothing in this policy removes a right you have by law. If you are a consumer in a jurisdiction with a statutory right of withdrawal on digital content — the EU and UK, for example — that right applies until you begin the download, at which point you are asked to agree that supply starts immediately and that the right of withdrawal is lost. Where that agreement was not obtained, your statutory right prevails over this policy.

Your rights in respect of faulty digital content also stand regardless of the 14-day window.

A refund reverses the sale, so it reverses everything the sale gave you. When a refund is issued:

• the entitlement for that product is revoked and disappears from your dashboard;
• every licence key issued from that order is revoked, and the resource stops passing verification at its next check;
• the registered server and installation identity are released, and download links for that product stop resolving;
• any coupon redeemed on the order is not returned to you, and referral or credit applied to it is reversed.

You must remove the product from your server. Continuing to run a refunded product, or keeping a copy of its files, is a breach of the terms of service.

An order with several products can be refunded line by line; only the entitlements for the refunded lines are revoked. Where a bundle or coupon discounted the order, the refund is calculated on what you actually paid for that line, not on its list price.

We do not refund the difference when a product later goes on sale, and we do not refund a licence because a newer version was released. Updates are included in your licence.

Talk to us before you talk to your bank. A chargeback is expensive and slow for both of us, and it takes the decision out of the hands of the people who can actually fix your problem.

When a chargeback is opened, the associated licences are suspended immediately and the account is restricted while the dispute runs. If the dispute is decided against us, the entitlements and licences from that order are revoked permanently and the account is blocked from future purchases. We contest disputes with the order record, the download log and the verification history attached to the licence.

If a chargeback was raised by mistake — a family member, a card you did not recognise — tell us and we will help you withdraw it.

Open a support ticket from your dashboard, or email us, and include:

• your order reference and the product you want refunded;
• the reason, in one or two sentences;
• if it is a defect: the version you are running, your framework and server build, and the console output you saw.

We acknowledge every request within one business day and decide within three. If we decline, you get the reason in writing and can reply with anything we missed. Refund requests go to support@vyro.studio or through support tickets.