Refund policy

The window

You can ask for a full refund within 14 days of a charge. That counts for the first payment and for any renewal, so a renewal you didn’t mean to keep is refundable for 14 days after it’s taken.

We don’t ask why. If you want to tell us what went wrong it helps us fix it, but it isn’t a condition.

How to ask

Email billing@softglaze.com from the address on the account, or tell us which address it was. Include the payment date or the reference from your receipt if you have it. One business day, Monday to Friday, and the refund is sent as soon as it’s confirmed.

How the money comes back

• Card. Back to the same card, through the payment provider. How long your bank takes to show it is up to them.
• PayPal. Back to the PayPal account that paid.
• Crypto. In the same coin, to an address you give us, for the amount we received, less the network fee. What that amount is worth in dollars on the day is out of both our hands, crypto prices move, and we can’t refund a price change.

Outside the window

After 14 days we don’t refund time you’ve already paid for. Cancel instead: it stops the next charge, and you keep working until the end of the period you’ve paid for. After that the app follows the usual path: a 3-day grace period, then it locks to the renewal screen, with your profiles and data untouched on your computer.

There’s one exception: if we remove a feature you were relying on, you can cancel and ask for a pro-rata refund of the unused period, whenever that happens.

The trial

The 7-day trial takes no card, so there’s nothing to refund. If you’re not sure the app suits you, that’s what the trial and the demo are for. Please use them before you pay.

Please ask before a chargeback

A chargeback costs us a fee and counts against the account we need in order to sell anything at all, and it takes weeks for you. A refund takes one email and no questions. If you’ve already filed one, tell us and we’ll work with your bank rather than fight it.

We may end a licence for a workspace that charges back instead of cancelling, and we’ll say so if it comes to that.

Where a refund won’t apply

We won’t refund a licence we ended because a workspace was used against the acceptable use policy. That’s the only case where money already paid stays with us beyond the normal window.

Your legal rights

This policy is on top of rights you have under the law where you live, and nothing here takes those away. If your local consumer law gives you longer than 14 days, that wins.