Refund Policy

1. Overview

FixtureSync is committed to customer satisfaction and providing high-quality software that meets your fixture management needs. This Refund Policy outlines the circumstances under which refunds may be considered and the process for requesting them.

2. Refund Eligibility

2.1 Eligible Circumstances

Refunds may be considered in the following situations:

• Technical Incompatibility: The software fails to run on your supported operating system despite meeting stated system requirements
• Core Functionality Failure: Essential features (fixture retrieval, export capabilities) consistently fail to work as described
• Data Integration Issues: Inability to connect to Squadi platform or Google services due to software defects
• Persistent Crashes: The application repeatedly crashes or becomes unusable despite troubleshooting efforts
• License Activation Problems: Legitimate license keys fail to activate due to software or system errors

2.2 Required Conditions

To be eligible for a refund consideration, the following conditions must be met:

• You have attempted to resolve the issue by following provided troubleshooting guides
• You have contacted our technical support team and worked with them to identify solutions
• The refund request is submitted within 30 days of your original purchase
• You can demonstrate that the software failure is not due to user error or system incompatibility
• You agree to uninstall the software and cease all use upon receiving a refund

3. Non-Refundable Circumstances

• Change of Mind: Deciding you no longer need or want the software
• Buyer's Remorse: Regretting the purchase for any personal reason
• Lack of Use: Not using the software after purchase
• External Service Changes: Changes to third-party services (Squadi, Google) that affect functionality
• User Error: Inability to use the software due to lack of technical knowledge or incorrect setup
• System Requirements: Purchase of software incompatible with your system specifications
• Feature Expectations: Software working as described but not meeting personal expectations
• Competitive Products: Finding alternative software that better suits your needs
• Business Changes: Changes in your organization that make the software unnecessary

4. Refund Request Process

5. Refund Processing

5.1 Approved Refunds

• Refunds will be issued to the original payment method used for purchase
• Processing time varies by payment provider (typically 5-14 business days)
• Any applicable transaction fees may be deducted from the refund amount
• Refunds are issued in the original currency of purchase

5.2 Partial Refunds

In some cases, partial refunds may be offered:

• When software works partially but not fully as expected
• When resolution is found after extended troubleshooting period
• For pro-rated amounts based on usage period

6. Trial Versions and Demos

• Trial versions are provided to help you evaluate the software before purchase
• Technical support is available during trial periods
• Trial periods are clearly stated and cannot be extended for refund purposes
• Converting from trial to full version does not reset refund eligibility periods

7. License Transfers

As an alternative to refunds, we may offer:

• License Transfer: Moving your license to a compatible system
• Version Downgrade: Switching to an older version that works with your system
• Extended Support: Additional technical assistance to resolve issues
• Future Credit: Credit toward future FixtureSync products or updates

8. Dispute Resolution

8.1 Internal Review Process

• All refund decisions undergo internal review by senior technical staff
• Customers may request escalation of their case to management
• Additional documentation may be requested during review

8.2 Final Decisions

• Refund decisions made by FixtureSync management are final
• We reserve the right to refuse service to customers who abuse the refund process
• All communications regarding refunds will be documented

9. Special Circumstances

9.1 Bulk/Enterprise Licenses

• Enterprise and bulk license refunds are subject to separate terms
• Custom agreements may override standard refund policy
• Contact our enterprise support team for specific guidance

9.2 Promotional Purchases

• Software purchased during promotional periods follows the same refund policy
• Refund amounts are based on the actual amount paid, not regular pricing
• Special promotional terms may apply to specific campaigns

10. Contact Information

11. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our business practices or legal requirements. Customers will be notified of significant changes through:

• Email notifications to registered users
• Updates on our website
• In-app notifications where applicable

12. Legal Compliance

This Refund Policy complies with:

• Australian Consumer Law (ACL)
• Consumer protection legislation in applicable jurisdictions
• Software industry standard practices
• Payment processor requirements