Refund Policy
We sell digital software and hosted subscriptions. Because digital products can’t be “returned” like physical goods, refunds are limited and based on what you purchased.
Trial lasts 3 days, then your plan is charged automatically unless you cancel before it ends.
Eligible only on the first paid charge within 14 days if we can’t resolve the issue. Renewals aren’t refundable.
All sales are final once delivered/downloaded, except for duplicates or proven defects we can’t fix.
1) Definitions
- Hosted Smart App: A subscription plan where we host and run the Smart App for you (managed environment).
- Download Smart App: A downloadable WordPress plugin license (digital product).
- First Paid Charge: The first successful charge after a trial converts (or the first charge for a new Hosted subscription).
- Renewal: Any recurring charge after the first paid charge.
2) Hosted Smart Apps (Subscriptions)
2.0 Free Trial (3 Days)
Eligible Hosted Smart Apps include a 3-day free trial. At the end of the trial, your selected plan will automatically convert to a paid subscription and your payment method will be charged unless you cancel before the trial ends.
- You can cancel anytime during the trial to avoid being charged.
- If you cancel during the trial, you will not be billed.
- We may send a reminder near the end of the trial, but you’re responsible for managing cancellation timing.
2.1 14-Day First Paid Charge Refund Window (After Trial)
If your trial converts to a paid plan, you may request a refund for your first paid charge within 14 days of that charge date if:
- the Smart App is not working as described in our hosted environment, and
- our support team is unable to resolve the issue within a reasonable timeframe.
2.2 Not Refundable
- Renewals (monthly or annual renewals after the first paid charge)
- Partial months / unused time (no prorated refunds)
- Charges that occurred because the trial was not cancelled before it ended
- Issues caused by your device, browser, internet, or third-party services outside our control
- Violations of our Terms (abuse, fraud, policy violations)
2.3 Cancellations
You can cancel anytime to stop future billing. Cancellation takes effect at the end of your current billing period unless otherwise stated at checkout.
3) Download Smart Apps (Plugin License)
3.1 No Returns on Digital Downloads
Because Download Smart Apps are digital software, all sales are final once delivered/downloaded.
3.2 Exceptions (When We Will Refund)
We will refund a Download Smart App purchase if:
- You were charged twice for the same order, or
- You purchased the wrong product by mistake and contact us quickly before downloading/activating, or
- The plugin is technically defective on supported versions of WordPress/WooCommerce and we can’t fix or provide a workable solution.
3.3 Not Refundable
- “Changed my mind” after delivery/download/access
- Incompatibility with unsupported themes/plugins/custom code
- Server/environment issues outside our control
- Requests for custom development/customization unless purchased separately
4) Services, Setup, and Custom Work (If Applicable)
If you purchased add-on services (installation, configuration, migration, customization, consulting):
- Before work starts: refundable
- After work starts: not refundable (or refundable only for any unused portion, at our discretion)
If you want a service refunded, contact us immediately — fast is better.
5) How to Request a Refund
Send a request to support with:
- Your order number
- The email used at checkout
- Whether it was Hosted or Download
- A short explanation of the issue (screenshots help)
Contact: Support Request (update this link to your real support flow)
We aim to respond within 2 business days.
6) Refund Method and Timing
- Approved refunds are issued to the original payment method.
- Payment providers typically take 5–10 business days to post the refund.
- Transaction fees charged by processors may be non-refundable where permitted.
7) Chargebacks and Abuse
If a chargeback is filed without contacting us first, we may suspend access to products/services associated with that account while we investigate. Talk to us first — we’ll try to fix it.
8) FAQ
What if I forget to cancel the 3-day trial?
The plan will convert and charge automatically. We’ll help you cancel immediately, but charges due to not cancelling before trial end aren’t a refund reason.
Do you offer prorated refunds on Hosted plans?
No. Hosted subscriptions aren’t prorated. You can cancel to stop future billing.
What counts as a “technical defect” for Download plugins?
If the plugin doesn’t function as advertised on supported WordPress/WooCommerce versions in a normal environment, and we can’t fix it or provide a workaround, that’s a defect.
Where do I find my order number?
Your order number is in your purchase confirmation email and in your account order history on the site.
Final Note
This policy is designed to be fair while protecting DMXReady from abuse and chargebacks. If something is broken, we’ll focus on fixing it. If we can’t make it work as promised (for eligible cases), we’ll do the right thing.