1. Digital Goods Policy
Due to the nature of digital goods (Software source code, POS systems, scripts, and templates), all sales made at Heama Soft (https://shop.heama-soft.com) are generally final. Once the product has been downloaded, accessed, or the license key has been revealed, we do not offer “change of mind” refunds. Unlike physical goods, digital assets cannot be “returned” in the traditional sense.
2. Eligibility for a Refund
We understand that technical issues can occur. We will evaluate refund requests under the following specific circumstances:
-
Non-Delivery of Product: If you do not receive the download link or license key via email within 24 hours of purchase due to a technical failure on our end.
-
Major Technical Defects: If the software has a verified “broken” feature or a critical bug that prevents it from working as advertised, and our support team is unable to fix it within 7 to 10 business days of your detailed report.
-
Product Not-as-Described: If the product is significantly different from the description or the official demo provided on our website.
3. Non-Refundable Situations
We will not issue a refund in the following cases:
-
You no longer want the product after downloading it.
-
You do not have the technical skills to use, install, or customize the software.
-
The product is incompatible with a 3rd-party plugin or hosting provider that was not listed in our “System Requirements.”
-
Your web hosting or server environment does not meet the minimum requirements (e.g., outdated PHP version or lack of specific server extensions).
-
You bought the product by mistake but have already initiated the download.
4. Refund Process
-
Timeframe: Refund requests must be submitted within 14 days of the original purchase date. Requests made after this period will not be considered.
-
Submission: To request a refund, please email support@heama-soft.com with your Order ID and a detailed explanation (including screenshots or error logs).
-
Evaluation: Our technical team will review your request. If the issue is a bug, we will first attempt to fix it. If we cannot resolve the issue, the refund will be approved.
5. Effects of a Refund
Once a refund is processed:
-
Your license to use the software is immediately revoked and terminated.
-
You must permanently delete all copies of the files from your devices, computers, and servers.
-
You will no longer be eligible for technical support or future updates.
6. Merchant of Record
Please note that our order process is conducted by our online reseller Paddle.com. Paddle is the Merchant of Record for all our orders. While Heama Soft provides technical support and evaluates refund eligibility, Paddle manages the financial transaction and the final processing of approved refunds to your original payment method.