Return and Refund Policy

Last updated: November 21, 2024

At Software Sail, we aim to provide a fair, transparent, and customer-focused service. This Return and Refund Policy explains when a refund, replacement, or assistance request may be accepted for products purchased through https://softwaresail.com.

Because most products sold on our website are digital products and software licenses, the return and refund process differs from that of physical goods.

1. General Policy

We offer customer support for all eligible orders and we review refund or replacement requests on a case-by-case basis in accordance with this Policy.

If you made a purchase by mistake, received the wrong product, or experience a product issue, please contact us as soon as possible so we can review your request and assist you.

To request support, a refund, or a replacement, please contact:

E-mail: info@softwaresail.com

Please include your order number in your message.

2. Refund Request Period

Refund requests must be submitted by e-mail within 30 days from the date of purchase.

Requests submitted after this period may not be accepted.

3. Digital Products and Activated Licenses

Due to the nature of digital products, software licenses that have already been delivered, activated, consumed, or used may not be eligible for refund or return, except where required by applicable law or where the product is proven to be defective and cannot be restored, replaced, or otherwise resolved by our support team.

For this reason, before purchasing and activating any product, you should carefully verify that you selected the correct software, version, platform, and compatibility for your device or system.

4. Cases in Which You May Contact Us for a Solution

You may contact us if:

you purchased the wrong product by mistake;
you did not receive your order;
you received the wrong license or wrong product;
the product appears defective or does not function as described;
the license is deactivated before its stated expiration date;
you need assistance with installation or activation.

Our team will review your case and may offer, depending on the circumstances:

technical assistance;
troubleshooting steps;
a replacement product or replacement license;
a full refund;
or a partial refund, where appropriate.

5. Defective Products

If you report a defective product, we will review the issue and provide troubleshooting or support steps within a reasonable timeframe.

If the issue cannot be resolved and the product is confirmed to be defective or unusable for reasons not caused by misuse, incompatibility chosen by the customer, or circumstances outside our control, we may offer a replacement or refund where appropriate.

6. Deactivated Licenses Before Expiration

If a license is deactivated before its stated expiration date, we will make reasonable efforts to restore the service or provide a working replacement where possible.

If restoration or replacement is not possible, we may evaluate an appropriate refund or partial refund based on the specific circumstances, including the period of use already enjoyed before the deactivation.

7. Compatibility Responsibility

Customers are responsible for verifying, before purchase and activation, that the selected software or product is compatible with their device, operating system, and technical environment.

For this reason, refunds may be refused where the issue is caused solely by customer-side compatibility limitations, incorrect purchase choice, unsupported device configuration, or local computer problems unrelated to the product itself.

If you are unsure about compatibility before purchase, we strongly recommend contacting us first.

8. Assistance and Support

We provide assistance for eligible purchases and we aim to help customers resolve installation, activation, and reinstallation issues.

Unless otherwise stated on the product page, products sold by Software Sail include customer assistance for reinstallation, reset-related support, and support via chat and/or e-mail for the support period indicated for the relevant product.

Support availability does not automatically mean that every request qualifies for a refund.

9. Cases in Which a Refund or Replacement Request May Be Refused

A refund or replacement request may be refused if, including but not limited to, any of the following applies:

the product or license has already been activated, used, consumed, or irreversibly delivered, except where otherwise required by law;
the customer refuses reasonable troubleshooting or technical assistance offered by our team before requesting a refund;
the request is submitted more than 30 days after the purchase date;
the issue is caused by device incompatibility, unsupported environments, user error, or local system problems not attributable to the product sold;
the request is abusive, fraudulent, or otherwise made in bad faith.

10. No Physical Return Required for Digital Products

As the products sold on this website are primarily delivered in digital form, there is generally no physical return shipment to be made.

If a written complaint or formal correspondence must be sent, it may be addressed to:

Nova Crest Corporation SRL
Trading as: Software Sail
Registered office: Municipiul Timişoara, Strada VASILE ALECSANDRI, Nr. 3, Etaj 2, Ap. 8, Judet Timiș, 300078, Romania
E-mail: info@softwaresail.com

11. Important Notice Before Activation

Before installing or activating any product, you should exercise maximum care and verify that:

you selected the correct product;
the product matches your intended device or system;
the product is compatible with your operating environment;
you understand the license type and product scope.

Once a digital license has been activated or irreversibly used, it may no longer be reusable or remarketable.

12. Company Information

Nova Crest Corporation SRL
Trading as: Software Sail
VAT number for intra-Community operations: RO50321406
CUI: 50112043
Registered office: Municipiul Timişoara, Strada VASILE ALECSANDRI, Nr. 3, Etaj 2, Ap. 8, Judet Timiș, 300078, Romania
E-mail: info@softwaresail.com