Introduction
At THESOFTKING Limited, customer satisfaction is one of our highest priorities. We stand behind the quality of every product we build and always try our best to resolve any issue before considering a refund. Since we sell digital products, all purchases are generally considered final once the product has been delivered. However, we understand that exceptional situations may occur, and this policy explains when a refund may or may not be available.
Before Requesting a Refund
If you experience any problem with your software, please contact our support team first. In most cases, our developers can quickly resolve installation issues, configuration problems, or product-related bugs.
To help us investigate your issue, you may be asked to provide:
- Your order information.
- The Base URL where the product is installed.
- Screenshots or screen recordings of the issue.
- Temporary website, server, or cPanel access (only if required for troubleshooting).
Our goal is always to fix the issue before processing any refund request.
Eligible Refund Cases
You may request a refund if any of the following conditions apply:
- The product is completely non-functional and our team is unable to resolve the issue.
- The software does not match what we agreed or promised.
- You contacted our support team but did not receive any response within three (3) business days.
Every refund request is reviewed individually by our team. Approval is not automatic and depends on the circumstances of the case.
Refunds Will Not Be Approved If
Refund requests will generally be declined in the following situations:
- More than three (7) days have passed since your delivery and no genuine support request was submitted.
- The deal was made under our non-refundable campaign.
- You changed your mind when product is almost ready.
- You deal for the wrong software by mistake and have already it.
- The deal was made by your employee, colleague, or another person who had authorized access to your account.
- You refuse to provide the information or temporary access reasonably required for our support team to investigate and resolve the issue.
- The issue is caused by modifications made by you, your developer, or any third-party service.
- The product works as advertised, but it does not meet your personal expectations or project requirements.
Refund Processing
If your refund request is approved:
- Refunds may be issued as either full or partial refunds, depending on the situation.
- Approved refunds are normally processed within 7 business days.
- It may take 7–10 business days for the refunded amount to appear in your original payment method, depending on your payment provider.
- A 10% refund processing fee may be deducted to cover payment gateway and administrative costs, unless otherwise required by applicable law.
Product Access After Refund
Once a refund has been processed:
- Your service will be terminated.
- Access to portal, updates, and support will be revoked.
- You must stop using the refunded product and remove all copies from your servers and devices.
Subscription & Service Cancellation
You may cancel any subscription or recurring service at any time. However, cancellation does not automatically entitle you to a refund for payments that have already been processed.
Contact Us
If you believe you qualify for a refund, please contact our support team before initiating any payment dispute or chargeback. We are committed to treating every request fairly and will always do our best to reach a reasonable solution for both parties.