Refund Policy

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1. General Refund Policy

Because our software products are delivered digitally and instantly upon payment confirmation, all sales are generally considered final. Once you receive your license key and download link, you have immediate access to the full product.

2. Eligible Refund Situations

We will consider refund requests in the following circumstances:

2.1 Technical Issues

• Software fails to activate with provided license key
• Download link is inaccessible or corrupted
• Software does not function as described on our website
• Critical bugs prevent normal operation

Note: We will first attempt to resolve technical issues through support. Refunds for technical issues are only granted if we cannot provide a working solution.

2.2 Duplicate Charges

• You were charged multiple times for the same purchase
• Accidental duplicate transactions

Duplicate charges will be refunded immediately upon verification.

2.3 Product Not Received

• License key email not received within 24 hours
• Download link not provided

Before requesting a refund: Please check your spam/junk folder and contact us at info@moteze.com. We can resend your license key immediately.

2.4 Unauthorized Charges

• Charge made without your authorization
• Fraudulent transaction on your account

Contact us immediately at info@moteze.com with details. We will investigate and process refund if confirmed.

3. Non-Refundable Situations

Refunds will NOT be granted for:

• Change of mind after receiving the product
• Failure to read product description before purchase
• Compatibility issues not mentioned in system requirements
• User error or lack of technical knowledge
• License key lost after delivery (we can resend, but no refund)
• Dissatisfaction with features clearly described on our website

4. Refund Request Process

Step 1: Contact Support

Email us at info@moteze.com within 14 days of purchase with:

• Your order ID (from confirmation email)
• Email address used for purchase
• Reason for refund request
• Screenshots or details of any technical issues

Step 2: Review

We will review your request within 2 business days and respond with:

• Approval and refund processing timeline
• Request for additional information
• Alternative solution (e.g., technical support)
• Denial with explanation

Step 3: Refund Processing

If approved:

• Refund processed to original payment method via Stripe
• Processing time: 5-10 business days
• Your license key will be deactivated
• You will receive confirmation email

5. Partial Refunds

In certain cases, we may offer a partial refund:

• Minor technical issues that don't prevent core functionality
• Issues resolved after significant delay
• Goodwill gestures for exceptional circumstances

Partial refund amounts are determined on a case-by-case basis at our sole discretion.

6. Chargebacks and Disputes

If you file a chargeback without contacting us first:

• Your license will be immediately deactivated
• We will provide evidence of delivery to your bank
• You may be liable for chargeback fees
• Future purchases may be restricted

7. Refund Timeline

Standard Processing:

• Request acknowledgment: Within 24 hours
• Review and decision: 1-3 business days
• Refund processing (if approved): 5-10 business days
• Bank processing: 3-5 additional business days (varies by bank)

8. Exceptions and Consumer Protection Laws

This Refund Policy complies with applicable consumer protection laws. If your local laws provide additional rights (e.g., EU Consumer Rights Directive, Australian Consumer Law), those rights are not affected by this policy.

In jurisdictions where "cooling-off periods" or mandatory refund rights apply to digital products, we will comply with those requirements.

9. License Revocation

Upon refund approval:

• Your license key will be immediately deactivated
• You must cease all use of the Software
• You must delete all copies of the Software
• Continued use after refund may result in legal action

10. Modifications to Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Your purchase is governed by the Refund Policy in effect at the time of purchase.

11. Contact for Refunds

We value your satisfaction and will work with you to resolve any legitimate issues. Most problems can be solved through our support team without requiring a refund.