Refund Policy

Last updated: 23 September 2023

The products sold in this store are digital goods and cannot be "returned", so your entitlement to a refund is designed with this in mind. In addition to these rules, each country has its own laws surrounding refunds, and these local laws are not excluded if they apply to you.

Before you ask for a refund

If you have purchased an item from our store and you are experiencing a technical issue with the item we recommend that you contact us and seek assistance. Often we will be able to help you to troubleshoot your problem.

Asking for refunds

We understand, however, that sometimes we may not be able to solve your issue or there may be circumstances in which a refund is warranted. Here are the circumstances in which we can provide you with a refund:

  • Item is "not as described" or the item doesn’t work the way it should
  • Item has a security vulnerability
  • Items that have not been downloaded
  • Resolving disputes

Item is "not as described" or the item doesn’t work the way it should.

If an item doesn’t work the way it should then we would attempt to fix the issue by promptly updating the item. An item is "not as described" if it is materially different from the item description. If the issue can’t be fixed or it turns out that the item is “not as described” then you would be entitled to a refund.

Item has a security vulnerability

If an item contains a security vulnerability and can't easily be fixed you would be entitled to a refund. If the item can be fixed, then we should do so promptly by updating the item. If the item contains a security vulnerability that is not patched in an appropriate timeframe then we would provide a refund for the item.

Items that have not been downloaded

If you have not downloaded a purchased item within 3 months from the date of purchase, you may be eligible for a refund. You will be required to provide your purchase/order code in order for us to verify your claim that you have not downloaded an item. Although we think 3 months is a reasonable time, depending on where you are located, you might have a longer period to claim a refund if you have purchased for personal use and haven't downloaded the item.

Resolving disputes

Any refund issued by InfraSource is entirely discretionary. We will make a decision based on all available information and you agree that our decision is final. InfraSource is not obliged to give policy refunds in any of the situations listed below.

  • You don't want it after you've downloaded it
  • The item did not meet your expectations or you feel the item is of low quality
  • You simply change your mind
  • You bought an item by mistake
  • You do not have sufficient expertise to use the item
  • You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
  • You can no longer access the item because your subscription is expired
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