Last Updated: February 3, 2020
Refund Policy
Your purchase of PHPKB knowledge base software is backed by our 30-day money-back guarantee. If you are not satisfied with your purchase of our knowledge base software, we will gladly issue a full/partial refund provided that your refund request does not violate any terms or conditions of this policy. We develop and sell software that we use ourselves and have thousands of satisfied customers worldwide, and our technical support service is an example for others. That is why we can afford to offer our product with this special money back guarantee.
👉Note: Refunds are offered only for the hosted licenses. Refunds are not offered for owned licenses.
How to submit a refund request?
To submit your refund request simply raise a support ticket in the customer area with your purchase details within 30 days of your purchase. Please include your order number and tell us why you are requesting a refund. We take customer feedback very seriously and use it to constantly improve our products and quality of service. Refund requests are processed within 10 days. Refunds are not being provided for services provided in full such as:
- Design customizations
- Custom programming work done
Before Requesting For Refund
If you're having any problems configuring or using our knowledge base software, please contact us and take advantage of our friendly, experienced technical support. Our support team will install the software for you on your server and help you with configuration and customization. Our support team is always ready to answer any questions you may have about PHPKB software.
Our Commitment
In common when our client is almost ready to request a refund, he contacts us for help. We perform installation, help him to learn and configure our software and he becomes one of our happiest clients! We are fully confident that you'll absolutely love our knowledge base software because 5000+ clients are more than satisfied with our knowledge management software and refund rate does not exceed even 0.5%.
Time limit for refund requests and grounding reasons
If you have problems getting PHPKB knowledge base software to work, we will be happy to provide a full refund within 30 days since the purchase. After 30 days, no refunds will be given.
Refund request has to be submitted through the customer area as a support ticket. You should accompany your request with detailed and grounded reasons why you apply for a refund. Please make sure your request does not contradict our refund policy.
Processing Refund requests
Once we get your request, we will send you an email to notify you that we have received it and we will also notify you of the approval or rejection of your refund.
User’s responsibility
Before a refund is granted, you must allow us to try and help solve any problem you have by opening a support ticket in customer area. Please give it 24-48 hours for our support team to get back to you on your request. You may wish to read the details of our support policy.
Illegitimate refund requests
Refunds will not be granted for annual support subscriptions OR if you simply decide not to use the purchased software license. We stand behind our software products and will assist you in solving any problem you have, but we also expect you to adequately understand what you are purchasing and why.
Incompatibility with third-party products or software
Please note that we do not bear any responsibility and therefore we do not satisfy any refund requests based on incompatibility of our products with some third-party software. We don’t guarantee that our products are fully compatible with any third-party programs and we do not provide support for third-party applications.
Payment of refunds
When your request is judged grounded, then your refund is processed, and a credit will automatically be applied to your credit card or original method of payment, generally within 5 working days since your request has been approved. For hosted license, $50 will be deducted from the refund amount as setup charges.
After the refund initiation, your license and use of the product remain permanently revoked.
Late or missing refunds (if applicable)
- If you haven't received a refund yet, first check your bank account again
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund reflects in your account.
- If you’ve done all of this and you still have not received your refund yet, please raise a support ticket in the customer area.
Note: We reserve the right to update this policy as and when desired.
