30 Days Refund Policy Statement

EscSoft values every customer and strives to provide an enjoyable experience with our products and services.

Most EscSoft software offers a free or trial version, allowing customers to ‘test-drive’ before purchasing to avoid buying the wrong product.

Due to this ‘try-before-you-buy’ system, EscSoft provides up to 30 days money-back guarantee. Refunds within this period will be approved only under the accepted circumstances outlined below. No refund will be given for purchases exceeding the product’s money-back-guarantee period.

Circumstances of No Refund

For products featuring up to a 30-day money-back guarantee, EscSoft generally does not refund or exchange products in the following circumstances:

Non-technical Circumstances:

1. Failure to read the product description and specification before purchasing, resulting in dissatisfaction with the product’s function and/or results. We strongly recommend that every customer read the product description and try the free or trial version before purchasing. EscSoft doesn’t refund software if the product fails to meet customer’s needs due to lack of understanding of the products’ functions and capabilities, but we may exchange the purchased product for another product.

2. Refund requests due to changing one’s mind after placing an order or citing reasons such as “It does not work,” “I am not satisfied with it,” “I no longer need it,” “I don’t need it,” or “I do not want it,” without providing a detailed description of the problem or refusing to cooperate with our support team.

3. Refund requests will be rejected if there is no technical issue proving the purchased software didn’t work.

4. A customer purchases the “wrong” product, then purchases/uses the “correct” product with similar functions from another company.

5. Price differences between different regions or between EscSoft and other companies.

6. A customer claims the license key does not work, but EscSoft tests the license key to be valid.

7. Refund requests claiming failure to receive the license key within two hours after order placement. Typically, once an order is placed, the license key will be displayed on the order complete page immediately, and our e-commerce platform will automatically send an order confirmation email within 1 hour. If delays occur due to internet or system glitches, email spam settings, etc., customers should contact esupport@escsoft.com. Our support team will reply within 24 hours.

8. The refund policy does not apply to situations where customers are dissatisfied with the invoice provided by the e-commerce platform or dissatisfied with the customer services provided by the e-commerce platform.

9. Refund requests based on complaints of credit card fraud or other unauthorized payments. As we cooperate with a 3rd-party e-commerce platform, we cannot monitor authorization during payment. Once an order is processed and fulfilled, it cannot be canceled.

Technical Circumstances:

1. Refund requests due to technical issues, but without providing any assistance to our support team, refusing to try solutions provided by our technical support team, or refusing to cooperate in troubleshooting attempts via email support and remote assistance.

2. Cases where the free/trial version failed to work on a customer’s computer, but the customer still purchased the full version after testing. Our technical support team will do their best to solve the customer’s problem. The full version’s function is the same as the free/trial version; the free/trial version becomes the full version after activation to unlock limitations. If the free/trial version failed to work, the full version won’t work either.

Accepted Circumstances of Refund

EscSoft offers refunds for the following circumstances within the guidelines of the 30-day money-back guarantee:

Non-technical Circumstances:

1. A customer purchased the wrong product, then purchased the correct product from our company.

2. A customer purchased the same product twice or purchased two products with similar functions. In this case, we will refund one of the products.

3. A customer has been double-charged due to our e-commerce payment platform.

4. The extended download service (EDS) charge was not selected by the customer but added and charged automatically by our e-commerce payment platform. Partial refund of the extended download service (EDS) is accepted.

5. The customer does not receive the license key within 24 hours of purchase and has not received a timely response (within 24 hours) from our support team after making contact. In this case, EscSoft will refund the customer’s order if they have no need for the product in the future.

Technical Circumstances:

1. The purchased software has terminal technical problems, and no solution has been provided within 30 days after our support team provides email support and remote assistance. In this case, EscSoft will refund the purchase price if the customer doesn’t want to wait for a future upgrade.

How to Request a Refund

Please provide detailed information about the problem (including software screenshots) that proves the software didn’t work for you.

What to Do When a Refund Request is Accepted

Once the refund request is accepted or issued, the license key will be banned immediately. Please uninstall the software and remove it from your computer immediately.