Oxygen XML Refund Policy
Introduction
Syncro Soft strives to provide it's customers with the utmost satisfaction. Syncro Soft's software products are available for purchase as fully-functional products, on try-before-you-buy terms. By using these "try-before-you-buy" versions, you can make sure that they're compatible with your computer systems and satisfy all of your requirements before purchasing the full versions. Documentation for software is also available online. You can find links to free trial download pages, demos and documentation within the www.oxygenxml.com website.
Due to the automated way that orders are processed and fulfilled, once an order is processed and the license key code is issued and sent to the customer, it cannot be canceled. Exceptions to the refund policy are handled on a case-by-case basis and only granted when emergency or extenuating circumstances exist.
Our refund policy applies only to software purchased directly from Syncro Soft and our lead payment gateway Avangate BV. If your software was purchased through another 3rd party or reseller, it must be returned to that 3rd party or reseller, which may in turn be subject to different return policies.
Accepted Circumstances
Duplicate orders. You accidentally bought the same software product more than once.
You purchased the wrong product or wrong edition by mistake. If this is the case, please contact us as soon as possible so we can help you switch the software to the right one. We aim to respond to you within 24 hours. If you don't get a reply from us within 24 hours, you can purchase the right product and we'll refund you for the wrongly purchased program.
The product has fatal technical problems, and our technical support team failed to provide a fix or work-around within one month. We'll refund you after confirmation of this problem. In these circumstances, please cooperate with our technical support by providing the detailed informations, screenshots of error, log files, etc. to help us locate the problem.
You never received the license key code of the product from us, and got no response from our support team after reporting this to us.
You've been double charged due to the system problem of the 3rd party payment platform.
Unaccepted Circumstances
We generally do not refund or exchange in these circumstances:
You requested a refund for technical issues, but never provided our support team with any detailed description of the problem.
Your request does not have a particular reasons, and just states that you do not intend not to use the product and will uninstall it.
You require features and functions for the products that are not advertised on our website. (All the features and functions of our products are subject to the descriptions on our product pages.)
You changed your mind after placing an order.
Product return procedure
Requests for refunds must be:
Made within thirty (30) days of the purchase date.
Sent via e-mail to the Syncro Soft Customer Service Team (support@oxygenxml.com) with the following information:
Customer Name
E-mail address for the order
Order number.
The product you want a refund for
The reason for the refund.
When sending a refund request, please allow our Customer Service Team up to 48 hours to get back to you. You will receive an email from support@oxygenxml.com and you may need to provide our technicians with additional information.
If a refund is approved, it might take us up to seven (7) business days to process it. You'll get the money returned in the same currency made for the purchase. Purchases via credit cards will be refunded to the credit card used to purchase the product and the refund should appear on your credit card statement within 7 days.
Upon receiving your refund you must uninstall or stop using any software products for which you no longer posses a valid, purchased license. Syncro Soft reserves the right to disable any product keys and/or serial numbers issued to you for the refunded products. Since our software and licenses are not tangible goods that you can return for credit, you may be required to sign a declaration confirming your compliance with this clause (Declaration of Software Removal & License Destruction).
Contact us
Syncro Soft SRL reserves the right to modify this Software Refund Policy at its discretion. Any such revision or change will be binding and effective immediately after posting of the revised Software Refund Policy on the http://www.oxygenxml.com web site. You agree to periodically review our web site, including the current version of our Software Refund Policy.
If you have any issues or questions about the policy, please contact our support team (support@oxygenxml.com) with detailed information about the issue, and we will try our best to resolve it you as soon as possible.
