Refunds and returns
Refund and Returns Policy
This page explains how withdrawals, refunds and cancellations are handled for Custom Auth Suite™ digital products, software packages, protected downloads, license services, update access, support services and related services purchased through this website.
Digital products
No physical shipping
Custom Auth Suite™ products are digital products, software packages, license services, protected downloads, update access rights, technical access rights or support-related services. No physical goods are shipped and no courier tracking is provided.
What you purchase
Depending on the selected product, your purchase may include a digital license, access to a software package, protected download access, update access, a support entitlement, a support extension, a technical service or digital material connected to the configuration of your website.
How delivery works
Delivery may take place by email, account page, protected or tokenized download link, license activation, package/update access, support ticket or another digital method shown during checkout or in post-purchase communication.
Right of withdrawal
14-day withdrawal period
If you purchase as a consumer and the statutory right of withdrawal for distance contracts applies, you may withdraw from the contract within 14 days from its conclusion, without giving any reason, subject to the exceptions provided by applicable law. For digital content not supplied on a tangible medium, the right of withdrawal may be lost where supply has begun after your prior express consent, your express acknowledgement that the right of withdrawal will be lost, and the confirmation required by applicable law.
Before digital supply begins
If supply of the digital content has not yet begun under the conditions required by applicable law, you may exercise the right of withdrawal within the applicable 14-day period where that right is provided.
After immediate digital supply begins
If you expressly requested that supply of the digital content begin during the withdrawal period, expressly acknowledged that you will lose the right of withdrawal once performance begins, and the other conditions required by applicable law are satisfied, the right of withdrawal may be lost when digital supply actually begins.
Technical services and support
If you request that a paid support service begin during the withdrawal period and withdraw before it has been fully performed, a proportionate amount for the service already performed may be payable where provided by law. Full loss of the right of withdrawal for a service is linked to full performance of that service and to the other conditions required by applicable law.
When a refund may not be available
Digital content, services and refund assessment
Refund availability depends on the nature of the purchase, any applicable right of withdrawal, the start of digital supply or service performance and the conditions provided by applicable law. Downloads, activations and other technical events may document the supply and use journey, but they do not replace the conditions required by law for the loss of mandatory rights.
Digital content supplied immediately
Where the consumer has given prior express consent to immediate supply of the digital content, expressly acknowledged the loss of the right of withdrawal and the other conditions required by applicable law are satisfied, the right of withdrawal may be lost when digital supply begins.
Delivery and use evidence
License delivery, protected downloads actually served, package access events, first license activation, domain validation and other technical events may be recorded and considered together with the order and the consents provided in order to establish when and how the digital product was supplied or used.
Support service
The opening or handling of a support ticket, the start of diagnostics or the beginning of a technical intervention may document the start of service performance. Where the service has not yet been fully performed, any withdrawal and any amount payable for the portion already performed are assessed under applicable law. Full loss of the right of withdrawal is distinct from the mere start of the service.
Change of mind and lack of conformity
Where the right of withdrawal has validly been lost, a simple change of mind, personal preference or expectations that were not part of the agreed product do not automatically create a right to a refund. Mandatory rights in the event of a defect or lack of conformity remain unaffected, as does the possibility for Custom Auth Suite™ to grant an additional commercial refund where appropriate.
Non-conforming product or technical issue
Refunds, fixes and support
If you believe that the digital product received does not match what you purchased, does not work as described or was delivered incorrectly, please contact us as soon as possible. Where consumer protection law applies and a lack of conformity exists, you may be entitled to the remedies provided by law, including having the digital content or service brought into conformity and, where the relevant conditions are met, a proportionate price reduction or termination of the contract. These rights are separate from the right of withdrawal and are not lost merely because you requested immediate digital access.
We try to solve the issue first
Custom Auth Suite™ is a technical WordPress product. In many cases an issue may depend on server configuration, permalinks, email delivery, caching, third-party plugins, theme behavior, security rules, REST API availability, domain settings or the WordPress environment. For this reason, we may request technical information before assessing a refund.
External configuration is not covered
Issues caused exclusively by incompatible hosting, incorrect WordPress settings, security blocks, unconfigured email services, missing reCAPTCHA keys, WooCommerce configuration or incorrectly configured third-party services do not in themselves constitute a lack of conformity of Custom Auth Suite™. The actual cause of the issue will be assessed in light of the purchased product, the stated compatibility requirements and any applicable mandatory rights.
Immediate digital access
Digital delivery, first activation and support
During checkout, where applicable, you may be asked to provide separate consent to the immediate start of digital supply and/or the immediate start of the support service before the end of the withdrawal period. The acknowledgements may be stored together with order data, language and the relevant technical timestamps and linked to available delivery and use evidence.
Digital delivery and first activation
License generation and delivery, availability of a download, actual delivery of a protected file and first activation of the license on a WordPress installation are distinct events. Custom Auth Suite™ may record delivery and download events and, when a first activation occurs, the related timestamp, activation domain and other technical metadata provided for by the applicable policies.
Start and performance of support
When a support ticket, diagnostic review, Doctor Report review, one-shot support request or technical intervention is started at your request, the activity performed may document the start and progress of the service. The start of the service and its full performance remain distinct events for the purposes of the applicable withdrawal rules.
How to request a refund
Request procedure
To request a refund or exercise your right of withdrawal, send a clear request through the support channel indicated on this website or by email, including the details needed to identify your order.
| Required information | Details |
|---|---|
| Order number | Include the WooCommerce order number or the reference received by email. |
| Purchase email | Use the same email address used during checkout. |
| Licensed domain | Include the domain connected to the license or purchased service, where applicable. |
| Purchased product | Specify whether the request concerns a license, extra domain, protected download, update access, support service, digital file or other service. |
| Reason for the request | This is not required when exercising a statutory withdrawal right, but it can help us handle the request more quickly. |
Refund timing and method
When the refund is processed
Where a refund is due following a valid exercise of the right of withdrawal, it will be made without undue delay and using the same means of payment used for the initial transaction, unless the consumer has expressly agreed otherwise and without additional fees arising from the reimbursement, where provided by applicable law.
Statutory withdrawal
Where the right of withdrawal is validly exercised, the refund due will be made without undue delay and in any event within 14 days from the day on which we are informed of the decision to withdraw, subject to any exceptions provided by applicable law. The time required for the funds to appear after the refund has been processed may depend on the bank or payment provider.
Partial or commercial refunds
Where permitted by applicable law, a service that has already been partially performed may result in a proportionate amount being payable for the portion performed. Any commercial refunds granted outside the statutory right of withdrawal may be assessed separately. Bundles, discounts and coupons are considered consistently with the amount actually paid and the applicable rights.
Important note: this policy is designed for digital products, software licenses, downloads, technical access and support services purchased through Custom Auth Suite™. It does not apply to physical goods, courier shipments or material returns.
Transparency note: this page describes the general conditions applied to Custom Auth Suite™ digital products and services. It does not limit any mandatory rights recognized by applicable law.
Last updated: .