Refund & Cancellation Policy
Transparent information regarding digital goods refunds and EU statutory withdrawal rights.
1. EU Statutory Right of Withdrawal & Digital Content
Under Directive 2011/83/EU on Consumer Rights, customers normally possess a 14-day statutory right of withdrawal. However, regarding the provision of digital content not supplied on a tangible medium (downloadable software, scripts, themes, and extensions), the right of withdrawal is waived once the customer consents to immediate digital fulfillment and initiates the file download.
2. Refund Eligibility Criteria
Notwithstanding statutory waivers, DS Prod IO offers a fair 14-day refund guarantee in the following circumstances:
- Unresolved Critical Defect: If the software experiences a critical reproducible malfunction and our support team cannot provide a resolution or patch within 5 business days of diagnosis.
- Substantial Misrepresentation: If the product materially lacks core features described on the official product specification page.
- Duplicate Billing: In the rare event of accidental double charges during checkout.
3. Non-Refundable Circumstances
Refunds cannot be issued under the following conditions:
- Change of mind after the source code package has been downloaded.
- Incompatibility caused by hosting environments failing to meet the documented server requirements.
- Modifications, customization, or third-party code alterations applied after purchase.
- Completed or in-progress custom development service hours.
4. How to Request a Refund
To request a refund:
- Send an email to [email protected].
- Provide your order number, purchase email address, and relevant technical error logs.
- Upon approval, the refund will be executed back to the original payment card within 5 to 10 banking days.