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iSkysoft » Support » Sales FAQs » What is your Refund Policy?

What is your Refund Policy?

Last Revised: 2014-01-10 15:05:20

Every customer is important to us. We work our best to give our customer the best service. You will have an enjoyable expertise making use of iSkysoft products and services.
 
Nearly all iSkysoft software application provide a risk free edition, thus customers can try them for totally free before choosing to buy. These kinds of test versions haven't any constraints in functions. As an informed order reminder, a watermark will appear on the output video. The watermark also services as a reminder to buy the right product for customer's needs. 
 
30 Days Money-Back Guarantee
 
Our 'try-before-you-buy' system makes it possible for you to only buy the product you want and really works for you. Plus, iSkysoft provides an around 30-day Money back guarantee. Refunds will be only approved within this limited guarantee under the acknowledged situations. If a purchase exceeds this money-back-guarantee interval, not any refund is going to be approved.
 
Situation of No Refund
 
iSkysoft commonly isn't going to refund or exchange products in the conditions below:
 
Non-technical Situation
 
1. Customers have the obligation to carefully read the product description before placing an order. iSkysoft also suggests that customers try the free edition before buying the product. If you buy the wrong product and it can't suit your needs, iSkysoft can't offer a refund. However, as per your request within the guarantee period, we can exchange the wrongly purchased product for the correct product within a USD $20 price difference. If the correct product is cheaper than the product you've purchased, iSkysoft will NOT refund the price difference.
 
2. A customer refund request on complaint of credit card fraud/other unauthorized payment. While iSkysoft uses third-party independent payment solution, authorization during payment is out of our control. As long as an order is processed and fulfilled, it can't be changed. Nevertheless, iSkysoft can help you change the purchased product to the right one you want. 
 
3. A refund request on complaint of not receiving registration code within 2 hours after the order was processed successfully. Generally, as long as an order has been validated, you'll receive a registration e-mail within one hour. However, this registration e-mail might be late because of delays invited by internet or system errors, e-mail junk controls, and so on. In such cases, customers can visit iSkysoft Support Center to get back the registration code, or contact our customer service team using Live Chat (Available from Mon-Fri, 9am to 6pm, 21pm to 7am GMT+8) or Online Form. We will get back to you in the same day.
 
4. Ordered so-called wrong product, but not exchanged or purchased the right product from iSkysoft or another company, within the guarantee period. In all these situations, a refund will not be provided.
 
5. Since iSkysoft cooperates with independent payment system, any partial refund is unavailable. However, iSkysoft might refund the whole package after the customer has bought the right product separately with the guarantee period for the purchased bundle. 
 
6. A customer incorporates a 'change of mind' immediately after placing an order.
 
7. iSkysoft may sell our products at different price in different regions. A refund is unavailable due to price difference. The price may also be different between iSkysoft and other companies.

Technical Situations

1. A refund request due to technical problems. We'll try our best to solve customer's problems. No refund is available if the customer refuses to provide iSkysoft customer service team with the detailed descriptions and information of the problem, or decline to try the solutions suggested by iSkysoft customer service team.

2. A refund request due to technical issues caused by software updates, if the order is over 30 days.

Accepted Situations of Refund

iSkysoft will approve refund requests due to the situations below, within the guidelines of its Money Back Guarantee.

Non-technical Situations

1. Ordered Extended Download Service (EDS) or Registration Backup Service (RBS) besides our product, without understanding that they are not necessary. In such cases, we'll assist you to communicate with our payment platform to get back the money of EDS or RBS, but not the money of the product.

2. Ordered a ‘wrong product’, followed by ordering the correct product from iSkysoft. In such cases, we'll refund the money you paid for the wrong product if you don't need to use the 'wrong product' in the future.

3. You have bought the same product for 2 times or bought 2 products with similar features. In such cases, we'll refund one of the two products, or exchange one product for another of iSkysoft. 

4. You didn't get the registration code of the purchased product within 24 hours, and have failed to get back the registration code from iSkysoft Support Center, and have not received a prompt response (within 24 hours) from iSkysoft customer service team after submitting your problem. In such cases, we'll refund the order if you don't need to use the product in the future.

Technical Problems

If the software you've purchased has crucial technical problems within the first 30 days, we'll refund the order if the customer refuses to wait for an upgrade in the near future.

Note that the purchased license will be disabled as long as a refund is issued. In such case, you can do the following:

Download Version: completely uninstall and remove the software from the computer you've installed the software to.
Disc Version: Destroy the disc, and then remove the software from the computer you've installed the software to.

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