We want you to be happy with every InnoCodia plugin you buy. This policy explains when you can get a refund, when you can’t, and how to ask for one. It applies to all paid InnoCodia plugins and licenses, and forms part of our Terms and Conditions.
Try before you buy
The best way to avoid needing a refund is to be sure a plugin fits your store before you buy it. Every paid plugin has a free version on WordPress.org you can install and test, and our plugin pages include live demos and a full Free vs Pro comparison.
If you are unsure whether Pro does what you need, ask us before buying. We are happy to confirm what a plugin can and cannot do.
Before requesting a refund
Most problems can be solved quickly. Before asking for a refund, please:
- read the plugin’s setup guide and documentation;
- check our blog and the plugin’s WordPress.org support forum for a solution;
- contact our support team so we can help fix the issue;
- make sure the plugin is being used for the purpose described on its product page.
When you can get a refund
If a plugin does not work for you, you can request a full refund within 30 days of your first purchase. To help us improve, please tell us why you are asking; if something is not working, a link or screenshot showing the problem helps a lot.
A refund is issued when:
- the plugin does not work at all and we cannot fix it;
- you contacted support from the email address used for the purchase and did not get a reply within 48 hours (business days only); or
- the plugin’s product page significantly misdescribed what it does.
When a refund is not available
We do not refund requests for features a plugin does not include. We also cannot offer a refund when:
- the payment is a renewal or an upgrade — refunds apply to first purchases only;
- more than 30 days have passed since the purchase;
- the request is for a feature that is not listed on the plugin’s page or shown in its demo;
- the plugin was bought by mistake and has already been downloaded, or its license key has been activated;
- the purchase was made by an employee or anyone else with authorized access to your payment method;
- our support team needed access to your site to investigate the problem, and access was not provided;
- the plugin was bought at a discounted or promotional price;
- we find evidence of fraud, abuse or misrepresentation, such as claiming a feature we never promised.
Sharing licenses is not allowed. A shared license is deactivated immediately, together with its subscription, whatever the circumstances.
How to request a refund
Send us a message through our contact page, choose Payment issue, and include:
- the email address used for the purchase;
- your order or license number, if you have it; and
- the reason for your request.
We may ask a few questions to understand the problem and confirm the request is eligible. Approved refunds are made to the original payment method through our payment partner, Freemius.
What to keep in mind
- You can cancel your subscription at any time, but cancelling on its own does not qualify for a refund.
- A refund cancels the subscription and the license. The license is deactivated straight away, and Pro features stop working within 24 hours.
- After a refund, you may no longer use any copy of the Pro plugin you downloaded.
- Depending on your bank and location, a refund can take up to 14 days to reach your account.
This policy applies to every license we sell, whatever the plan or number of sites. If anything here is unclear, get in touch.