While we hope no one has call to ask for a refund, below is our policy on issuing refunds and the way to request one.
Before looking for a refund, we would ask all customers to get in touch and let us help get your site up and running. Often problems can be quickly and easily solved by our support team.
Before looking for a refund please ensure:
- Your site met the requirements to run Your Members
- You have made an attempt to contact our support team
- You are within 30 days of purchase
As Your Members is a non-tangible digital product we do not under normal circumstances offer refunds. We will however consider a refund if Your Members can’t be installed on a site or where there is an issue with basic functionality of the plugin on a default WordPress install. We ask that prior to a refund where there is an issue of functionality that you work with out our support services to resolve the issue prior to requesting the refund. No refunds will be issued after 30 days from purchase.
All our products are covered by this policy with exception of reseller licenses (Engine licenses), Premium support and renewals. While you may keep the software purchased after the refund (its not like we can ask for it back anyway) your access to updates and patches will be terminated with exception to critical security patches.
Your Members reseller license Refunds
Please note that their are no refunds on Reseller or White Label licenses.
Please note that their are no refunds on premium support. If support is cancelled prior to the end of the period by the customer there is no refund for any of any of the remaining period.
Annual renewals are for access to updates and support and are valid for the period of purchase normally 1 year. Where automated payments are taken, cancelling the payment will prevent further payments to be taken the renewal will still be active for the remaining period.
How do I make a claim?
Simply email firstname.lastname@example.org include your PayPal transaction ID or your Purchase Receipt ID (found on your PDF invoice) along with the reason for requesting a refund. A member of the team will then be in touch to discuss the various options.
I had a refund but want to use Your Members again?
Not a problem! We would love to welcome you back, refunds are rare thing for Your Members but we have had a few people ask for a refund and then want to reuse the product. You have two options: either purchase a new license and it should work straight away, or contact email@example.com about reactivating your old license, but bear in mind that this may not always be possible.
Should I open a PayPal Dispute?
Sometimes people will often not bother with contacting merchants but instead instantly open a PayPal dispute. As I’m sure you can imagine this is both upsetting for us and a little pointless for them. If a PayPal dispute is opened against Coding Futures and it has no validity (which because of the nature of PayPal system, there is not a feasible option where it would currently) we will dispute it and direct users here. Normally we ask users to close their case and we will issue a refund in the normal way. We are not trying to be awkward, we simply have systems in place because we can’t legally accept the users assertions without it causing a pile of problems. We know most people open disputes because they have been burned in the past and therefore are using PayPal as a mediator but it is simply quicker and easier to email us directly.
I have a problem I want to talk to someone now!
firstname.lastname@example.org – Tim is primarily responsible for the day to day running here at Coding Futures and is ultimately responsible for your services. Feel free to ask, or rant at him.
Please note the above does not effect your statutory rights
This document was updated 29/10/2012