Refund Policy
Groundsoftware values every customer and works hard to provide customers with an enjoyable experience using Groundsoftware products and services. For any reasonable order dispute, Groundsoftware welcomes customers to submit a complaint by sending email to [email protected].
Groundsoftware values every customer and works hard to provide customers with an enjoyable experience using Groundsoftware products and services. Most Groundsoftware software offers a free trial version, so customers can 'test-drive' before deciding to purchase. These trial versions have no functional limitation, only a watermark appearing on the finished media or a use limit. All these help customers make an informed purchase decision and avoid buying the wrong product for their needs.
Circumstances of No Refund
Groundsoftware generally does not refund or exchange products in the following situations:
Non-technical Circumstances
1) Failure to read the product description before purchasing and thus resulting in dissatisfaction with the product's functioned and/or results. It is highly recommended that every customer read the product description and notice on checkout page before making their final purchase decision.
Groundsoftware does not refund software if products fail to meet customer's needs due to a lack of understanding by the customer, of the products functions and capabilities. However, Groundsoftware can exchange the purchased product for the correct product outright, providing the price difference between products does not exceed USD $20, within the guarantee period. If the purchased product is exchanged for a correct product of lower price, Groundsoftware will not refund the price difference.
2) A customer refund request on complaint of credit card fraud/other unauthorized payment. Groundsoftware recommends the customer contacts the card issuer if there is any suspicion of fraud or unauthorized payment. As Groundsoftware cooperates with an independent payment platform, it is impossible to monitor authorization during payment. Once an order is processed and fulfilled, it cannot be cancelled. However, Groundsoftware will exchange the purchased product for one the customer would like.
3) A refund request claiming the failure to receive licensed account within two hours of the order having been successful. Ordinarily, once an order has been validated, Groundsoftware 's system will automatically send an account activation e-mail within 1 hour. However, sometimes the arrival of this e-mail can be delayed, due to delays caused by internet or system glitches, email spam settings, email typo, etc. In this case, customers should contact Groundsoftware support to retrieve it —all queries will be responded to within 24 hrs.
4) Purchase of a wrong product, which has already been followed by the purchase the correct product from another company.
5) Groundsoftware Product price differences between different regions or price differences between Groundsoftware and other companies.
6) A refund request for part of a bundle. Groundsoftware cooperates with a third party payment platform which does not support any partial refund within an order; whereas, Groundsoftware may refund the whole bundle after the customer has purchased the correct product separately within the purchased bundle's guarantee period.
7) A customer has a 'change of mind' after purchase.
Technical Circumstances
1) A refund request due to technical trouble, with the customer refusing to cooperate with the Groundsoftware support team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Groundsoftware support team.
2) A refund request for technical problems after the software has been updated, if the order exceeds the days guarantee period.
Accepted Circumstances
Groundsoftware offers refunds for the following circumstances within the guidelines of its Money Back Guarantee.
Non-technical Circumstances
1) A swap of a program would require you to purchase the proper one that you did not in the first place, and then the original program would be refunded back to you.
2) Purchase of the same product twice or purchase of two products with similar functions. In this case, Groundsoftware will refund one of the products for you, or swap one program for another Groundsoftware product.
3) The customer does not get account activation email within 24 hours of purchase, has failed to retrieve account from the Groundsoftware Support Center. In this case, Groundsoftware will refund the customer's order if they have no need of the product in future.
4) If following a technical fault the user purchased a different software product from another company to finish their task. Under these circumstances, we can arrange to exchange the product or provide a full refund.
Technical Problems
Software purchased has terminal technical problems, and no solution has been provided within 30 days. In this case, Groundsoftware will refund the purchase price if the customer does not want to wait for a future upgrade.
Once a refund is issued, the corresponding licensed account will be deactivated.
Groundsoftware will issue refunds either to the credit card, bank or PayPal account used in the purchase. Depending on the user's bank situation, refunds may take 48 to 72 hours to be credited.