Refund Policy

Last updated: January 1, 2025

1. Introduction

This Refund Policy ("Policy") applies to all purchases of Evidence Wipe software licenses and related digital products (collectively, the "Products") offered by NE1 Media LTD ("Company," "we," "us," or "our"). This Policy is incorporated by reference into our Terms of Service.

2. Acknowledgment of Digital Product Nature

Our Products are digital in nature, which means they are delivered electronically and are not tangible goods. By purchasing our Products, you acknowledge the following:

1. The Products are delivered immediately upon successful payment processing.
2. Digital Products cannot be returned, exchanged, or resold.
3. Once a digital Product has been delivered, it cannot be recalled or retracted.
4. Due to the digital nature of our Products, we cannot verify whether the Product has been used, copied, installed on multiple devices, or otherwise utilized prior to a refund request.

3. No-Refund Policy for Digital Products

3.1 General No-Refund Policy

ALL SALES ARE FINAL. Due to the digital nature of our Products, we maintain a strict no-refund policy. Once a purchase is made and the digital Product is delivered, no refunds will be issued except in the limited circumstances described in Section 4 of this Policy.

3.2 Rationale for No-Refund Policy

Our no-refund policy is based on the following considerations:

• Digital Products cannot be returned in their original, unused condition once delivered.
• Our software can be evaluated using our free trial version before purchase.
• Detailed product descriptions, system requirements, and feature lists are provided to allow customers to make informed purchase decisions.
• Technical support is provided to help users effectively utilize the Products.

4. Limited Exceptions to No-Refund Policy

Notwithstanding our general no-refund policy, refunds may be issued in the following specific and limited circumstances:

4.1 Fundamental Software Defect

A refund may be considered if, and only if, all of the following conditions are met:

1. A fundamental, critical defect exists in the software's core functionality that:
1. Renders the Product entirely non-functional for its primary intended purpose;
2. Can be verified and reproduced by our technical support team;
3. Is caused by an error in the software's coding or design (not by user error, system incompatibility, or third-party software interference);
4. Cannot be resolved through reasonable troubleshooting and technical support efforts; and
5. Cannot be fixed within 30 days of confirmation of the defect.
2. The defect has been reported to our technical support team within 30 days of purchase.
3. The customer has cooperated fully with our technical support team's reasonable troubleshooting efforts.
4. The customer provides all requested information to verify the defect and their purchase.

4.2 Duplicate Purchases

If a customer inadvertently makes an identical duplicate purchase (same product, same license type, same user) within 24 hours of the original purchase, we may, at our sole discretion, refund the duplicate purchase upon verification.

4.3 Erroneous Purchase of Incompatible Product

If a customer purchases a Product version that is incompatible with their operating system despite clearly stated system requirements, and reports this within 24 hours of purchase without downloading or activating the Product, we may, at our sole discretion, issue a refund.

4.4 Legal Requirements

Refunds may be issued when required by applicable law that expressly overrides this Policy and our Terms of Service. In such cases, the refund will be processed in accordance with the requirements of the applicable law.

5. Refund Exclusions

Without limiting the general no-refund policy stated above, refunds will specifically NOT be issued for the following reasons:

• Change of mind, buyer's remorse, or simply no longer needing the Product;
• Finding a less expensive alternative after purchase;
• Claimed lack of satisfaction with the Product's features, performance, or interface;
• Failure to read or understand the Product's description, features, or system requirements prior to purchase;
• Inability to install or use the Product due to the customer's system not meeting the stated minimum requirements;
• Compatibility issues with third-party software or hardware;
• User error or lack of knowledge in operating the software;
• Minor bugs or issues that do not significantly impair the core functionality of the Product;
• Issues that can be resolved with reasonable technical support;
• Failure to activate the Product within the specified time frame;
• Disputes with payment processors or credit card companies (these must be resolved directly with those entities);
• Refusal to follow or cooperate with our technical support team's instructions;
• Claims made after the applicable reporting period (as specified in Section 4);
• Refund requests based on subjective criteria that cannot be objectively verified.

6. Refund Request Process

If you believe your situation qualifies for one of the limited exceptions described in Section 4, you may request a refund as follows:

6.1 Initial Contact

Contact our customer support team at support@evidencewipe.com with the subject line "Refund Request - [Order Number]" within the applicable time period specified in Section 4.

6.2 Required Information

Your refund request must include:

• Your full name and email address associated with the purchase;
• Order number and date of purchase;
• Product(s) for which you are requesting a refund;
• Detailed description of why you believe your situation qualifies for an exception;
• If claiming a fundamental defect, a detailed description of the issue, including any error messages, screenshots, and steps to reproduce the problem;
• Any previous communication with our support team regarding the issue.

6.3 Review Process

All refund requests will be reviewed on a case-by-case basis. Our team will:

1. Acknowledge receipt of your request within 2 business days;
2. Review your submission to determine if it meets the criteria for an exception;
3. If necessary, request additional information or evidence to support your claim;
4. Work with our technical team to verify and attempt to reproduce any claimed defects;
5. Provide a final decision regarding your refund request within 15 business days of receiving all necessary information.

6.4 Refund Processing

If your refund request is approved:

• Refunds will be processed using the original payment method whenever possible;
• Refunds typically take 5-10 business days to appear on your statement, depending on your payment provider;
• Your Product license will be deactivated and you must uninstall all copies of the software immediately;
• You will receive email confirmation when the refund has been processed.

7. Subscription Licenses

7.1 Cancellation vs. Refund

For subscription-based licenses:

• You may cancel your subscription at any time to prevent future billing;
• Cancellation will take effect at the end of the current billing period;
• No refunds will be issued for partial subscription periods;
• The general no-refund policy applies to subscription charges that have already been processed.

7.2 Auto-renewal

Subscription licenses are set to auto-renew by default. It is your responsibility to cancel your subscription before the renewal date if you no longer wish to continue using the Product. Failure to cancel before the renewal date does not qualify for a refund.

8. Legal Disclaimers

8.1 Final Decision Authority

The Company reserves the sole and exclusive right to determine whether a refund request qualifies for one of the limited exceptions. All refund decisions are final.

8.2 Fraud Prevention

We take fraud seriously. Any attempts to manipulate our refund policy, including but not limited to making false claims, submitting multiple refund requests, or chargebacks in violation of this Policy may result in termination of your license, account suspension, and/or legal action.

8.3 Limitation of Liability

IN NO EVENT SHALL OUR TOTAL LIABILITY TO YOU FOR ALL REFUND CLAIMS EXCEED THE AMOUNT YOU ACTUALLY PAID FOR THE PRODUCT. THE FOREGOING LIMITATIONS WILL APPLY EVEN IF THE ABOVE STATED REMEDY FAILS OF ITS ESSENTIAL PURPOSE.

9. Modification of Refund Policy

We reserve the right to modify this Refund Policy at any time. Any modifications will take effect immediately upon posting to our website. You are responsible for reviewing this Policy periodically to ensure that you are aware of any changes. Your continued use of our Products following the posting of revised terms means that you accept and agree to the changes.

10. Contact Information

If you have any questions about this Refund Policy, please contact us at:

support@evidencewipe.com