Last updated: Jul 07, 2026
This Refund Policy explains when a customer may request a refund for a product or service purchased through ScriptExpert, how a refund request is reviewed and what responsibilities apply to customers, Authors and ScriptExpert.
This policy forms part of the ScriptExpert Terms and Conditions.
1. About refunds for digital products
ScriptExpert is a marketplace for downloadable software, source code, applications, templates, plugins, themes, design resources and other digital products.
Unlike physical goods, digital products cannot normally be physically returned after they have been downloaded, accessed or copied. For this reason, a refund is not automatically available simply because a customer changed their mind or decided not to use the product.
However, customers should receive the product that was advertised. When a product is not delivered, is materially different from its description or contains a qualifying defect, the customer may be entitled to have the issue corrected, receive a replacement, obtain a price reduction or receive a refund.
Nothing in this policy removes any mandatory consumer right available under applicable law.
2. The role of ScriptExpert and the Author
Unless ScriptExpert is expressly identified as the seller, products available through the marketplace are created, described, licensed and supported by independent Authors.
The Author is responsible for the product’s functionality, description, included files, compatibility, documentation, legality and any support or updates promised on the product page.
ScriptExpert provides the marketplace infrastructure and administers the refund process. We may communicate with the Author, review technical evidence, approve or reject a request and process an approved refund through the relevant payment provider.
A refund issued through ScriptExpert may be deducted from the Author’s marketplace balance.
3. Contact the Author before requesting a refund
Customers should normally contact the Author before opening a formal refund request.
Many technical problems can be resolved through installation guidance, configuration assistance, a product update or the replacement of an incomplete file.
When contacting the Author, the customer should clearly explain the problem and provide the information reasonably required to investigate it.
The Author should be given a reasonable opportunity to correct the issue, unless the problem is serious, correction is impossible or immediate reimbursement is required by applicable law.
4. Marketplace refund request period
Under ScriptExpert’s standard marketplace process, a refund request should be submitted within 30 calendar days of the purchase date.
This 30-day period applies to the voluntary refund procedure provided through the platform. It does not reduce or replace any longer statutory period or mandatory remedy available to a consumer under applicable law.
Requests submitted after 30 days may still be reviewed where:
applicable consumer law requires a remedy;
the issue could not reasonably have been discovered earlier;
the product was supplied or updated after the purchase date;
the problem concerns an ongoing subscription or continuously supplied service; or
ScriptExpert considers that exceptional circumstances justify a review.
5. When a refund may be approved
A refund may be approved when the customer provides sufficient information showing that one of the following situations applies.
The product was not delivered
The customer completed the payment but did not receive access to the purchased files, licence or service.
The customer should first verify that the payment was successful and that the product is not available in the account, order history or download section.
The same product was purchased more than once
A duplicate purchase may be refunded where the same customer accidentally purchased the same product and equivalent licence more than once.
ScriptExpert may refuse a duplicate-purchase refund where the additional licence has already been activated, transferred or used for a separate project.
The supplied files are missing, incomplete or corrupted
A refund may be approved when essential files advertised as part of the product are missing, cannot be opened or cannot be downloaded in a usable form, and the Author does not provide a complete replacement within a reasonable time.
The product is materially different from its description
The product must contain the important functionality, files and characteristics represented on its product page at the time of purchase.
A refund may be approved where an essential advertised feature is missing, the supplied product is substantially different from the demonstration or the listing contains materially misleading information.
A minor visual difference or a non-essential variation will not normally justify a full refund where it does not substantially affect the intended use of the product.
The product contains a qualifying technical defect
A customer may be eligible for a remedy where the product does not function because of a defect in the product itself.
The customer must normally show that:
the product was installed or used according to the documentation;
the customer’s environment meets the disclosed requirements;
the reported configuration is officially supported;
the problem was not caused by an unauthorised modification; and
the Author was given sufficient information and a reasonable opportunity to investigate.
Depending on the nature of the problem, the Author may first provide a fix, update, replacement or installation guidance.
The product does not work in an advertised environment
A refund may be approved where the product does not function in an operating system, framework version, server environment, browser, device or platform expressly identified as supported on the product page.
This does not normally apply where the customer uses a version or environment that was not advertised as supported.
A serious security problem is present
A customer may receive an immediate refund where the product contains malware, credential theft functionality, intentionally hidden access, unauthorised tracking or another serious undisclosed security risk.
ScriptExpert may suspend the product and the Author account while the issue is investigated.
Included support was not provided
A refund or partial refund may be considered where support was expressly included in the purchase, the request was within the applicable support period and the Author repeatedly failed to provide the promised assistance.
Support does not normally include custom development, product installation, server administration, new features or compatibility work that was not included in the original offer.
The Author cannot legally supply the product
A refund may be approved where the product is removed because the Author did not have the necessary intellectual-property rights or where the customer cannot lawfully use the product because of a proven third-party rights violation.
ScriptExpert approved the refund under applicable law
ScriptExpert may approve a full or partial refund where required by consumer protection law, a competent authority, a court decision or another legally binding obligation.
6. Situations that do not normally qualify for a refund
A refund will not normally be approved solely because the customer:
changed their mind after accessing or downloading the product;
no longer wants or needs the product;
found another product they prefer;
expected a feature that was not advertised;
does not have the technical skills required to use the product;
did not read the product description or technical requirements;
cannot use the product in an unsupported environment;
incorrectly installed or configured the product;
caused the issue by modifying the source code or included files;
uses an incompatible third-party plugin, service, API or extension;
refuses to provide sufficient information for the issue to be investigated;
refuses to follow reasonable troubleshooting instructions;
requests customisation, installation or functionality that was not included;
is dissatisfied with a minor difference that does not affect the product’s essential functionality; or
can no longer download a product that had previously been successfully delivered and downloaded.
These exclusions do not apply where they would remove a mandatory legal right.
7. Insufficient technical information
A statement such as “the product does not work” is not normally sufficient for a technical refund request.
The customer should provide information that allows the Author and ScriptExpert to reproduce or understand the issue.
Depending on the product, this may include:
a clear description of the expected and actual result;
screenshots or screen recordings;
exact error messages;
application, framework or operating-system versions;
server and hosting information;
relevant logs;
steps required to reproduce the problem;
confirmation that the documentation was followed; and
details of any modifications already made.
Customers must remove passwords, private keys, payment data and unrelated personal information before submitting logs or screenshots.
A refund request may be rejected if the customer repeatedly fails to provide information reasonably necessary to assess the claim.
8. Incorrect licence purchases
A customer who purchased the wrong licence may request assistance within 30 days of the original purchase.
Where the customer needs a higher-priced licence, they may be asked to purchase the correct licence first. After the new purchase is verified, ScriptExpert may refund the original licence.
A licence upgrade does not give the customer the right to use both licences.
Downgrading from a higher-priced licence to a lower-priced licence is not normally eligible for a partial refund unless ScriptExpert or the Author agrees otherwise or applicable law requires it.
9. Products removed from the marketplace
The removal of a product from ScriptExpert does not automatically create a right to a refund where the product was previously supplied correctly and the customer had a reasonable opportunity to download it.
A refund may still be considered where:
the customer never received access to the product;
the product was removed because of malware or a serious security risk;
the product was removed because the Author lacked the right to distribute it;
continued use of the product would be unlawful;
the removal prevents the Author from fulfilling a material obligation included in the purchase; or
applicable law requires a remedy.
Customers are responsible for securely storing purchased files after downloading them.
10. How to submit a refund request
A customer can submit a refund request by:
signing in to their ScriptExpert account;
opening the order history or purchases section;
selecting the relevant order;
choosing the refund request option; and
completing the form with a clear explanation and supporting evidence.
Where an account-based form is unavailable, the request may be sent to [refund or support email].
The request should include the order number, product name, reason for the request, relevant technical information and details of previous communication with the Author.
The customer may add supporting information while the request remains open.
11. Author response period
After a refund request is opened, the Author will normally have five calendar days to respond.
During this period, the Author may:
provide a correction or replacement;
request relevant technical information;
explain why the product operates as described;
accept the full refund;
propose a partial refund; or
reject the request and provide supporting reasons.
The Author must communicate through the ScriptExpert refund system or another channel approved by ScriptExpert so that the relevant information can be reviewed.
If the Author does not respond within the permitted period, ScriptExpert may decide the request using the available information. The Author’s failure to cooperate may be considered in the customer’s favour, but it does not automatically require a refund where the request is clearly unsupported or abusive.
12. Possible outcomes
A refund request may result in one of the following outcomes.
The issue is resolved
The Author provides a working fix, replacement, missing file or reasonable assistance, and the product is brought into conformity.
The request may then be closed without a refund.
A full refund is approved
A full refund may be issued where the product cannot be supplied or corrected, the defect is serious, the product is materially different from its description or another qualifying reason applies.
A partial refund or price reduction is approved
A partial refund may be appropriate where the customer can continue using the product but its value is reduced because part of the advertised functionality is unavailable or because a subscription service was non-conforming for only part of the billing period.
A partial refund will normally require the customer’s agreement unless it is a statutory price reduction calculated under applicable law.
The request is rejected
A request may be rejected where the product operates as advertised, the issue was caused by the customer’s environment or modifications, insufficient evidence was provided or another exclusion in this policy applies.
The customer will be given the principal reason for the decision.
13. Disputing a decision
If the customer disagrees with an Author’s decision, the customer may escalate the request to ScriptExpert.
The dispute should normally be submitted within seven calendar days after the refund request is closed or rejected.
The customer should explain why the previous decision was incorrect and provide any additional evidence.
The Author may be given five calendar days to submit further information.
ScriptExpert will then review the product description, order details, communications, technical evidence, Author response and applicable law.
ScriptExpert may uphold the original decision, approve a full or partial refund, require the Author to provide a remedy or request additional information from either party.
The decision taken through the internal process does not prevent a consumer from exercising any right available through applicable law, an alternative dispute-resolution body or a competent court.
14. ScriptExpert’s review
ScriptExpert may test the product or request access to relevant files where this is reasonably necessary to investigate the issue.
We may also consider:
the product description at the time of purchase;
the published technical requirements;
the included documentation;
the product demonstration;
communications between the customer and Author;
evidence supplied by both parties;
the customer’s environment and modifications;
previous complaints concerning the product;
the seriousness of the reported problem; and
applicable consumer protection law.
ScriptExpert may request assistance from an independent technical specialist where a complex issue cannot reasonably be assessed internally.
The platform will seek a fair outcome based on the available evidence. A refund will not be approved merely because one party repeats a claim without supporting information.
15. Processing an approved refund
Approved refunds will be processed without undue delay.
Where European consumer law requires reimbursement following a price reduction or termination for non-conformity, reimbursement will be made within the legally required period, which may be no later than 14 days after the relevant decision or notice.
ScriptExpert will normally return the payment using the original payment method. A different method or marketplace credit may be used only where the customer expressly agrees or where the original method is unavailable and the alternative is legally permitted.
After ScriptExpert submits the refund, the payment provider or financial institution may require additional time to show the amount in the customer’s account. Card refunds commonly depend on the customer’s bank and payment network.
ScriptExpert is not responsible for delays caused solely by the payment provider after the refund has been correctly submitted, but we will provide reasonable assistance in tracing the payment.
16. Currency conversion and transaction costs
A refund is issued in the currency and amount recorded for the refundable part of the original transaction.
Where the customer’s bank converts the payment into another currency, the final amount shown in the customer’s account may differ because of exchange-rate movements or charges imposed by the bank.
ScriptExpert does not normally reimburse independent currency-conversion costs, bank charges or payment-provider fees that were not collected by ScriptExpert, unless applicable law requires otherwise.
17. Effect of a full refund
When a full refund is issued:
the customer’s licence to use the product ends;
download access may be disabled;
licence keys or connected services may be deactivated;
the customer must stop using the product;
the customer must delete all copies under their control; and
the customer must not distribute, publish, sell or use the product in a current or future project.
The customer may retain information that must be kept for legal, accounting or evidentiary purposes, but this does not permit continued commercial use of the refunded product.
Continued use after a full refund may constitute copyright infringement, licence abuse and a violation of the ScriptExpert Terms and Conditions.
18. Partial refunds
Where a partial refund is issued, the customer may normally continue using the product under the original licence unless ScriptExpert states otherwise.
The decision will explain which part of the purchase was refunded and whether any feature, support service, subscription period or licence entitlement has been removed.
A partial refund does not create a second licence or increase the permitted scope of use.
19. Right of withdrawal for consumers
Consumers in the European Union or European Economic Area may normally have a statutory withdrawal period for distance contracts.
Digital products are generally supplied immediately after payment.
Before immediate access or downloading begins, the customer may be asked to expressly request immediate supply and acknowledge that the statutory withdrawal right may be lost once supply begins.
Where the legally required consent and acknowledgement have been validly obtained and the digital content has been supplied, a consumer may no longer be entitled to cancel solely because they changed their mind.
If the required consent, acknowledgement or contractual confirmation was not obtained, the consumer retains the rights available under applicable law.
The loss of the withdrawal right does not remove rights relating to products that are defective, unavailable, unsafe or materially different from their description.
20. Statutory conformity rights
The 30-day marketplace request period does not replace statutory conformity rights.
Where mandatory consumer law applies, a consumer may be entitled to request that defective digital content or a digital service be brought into conformity free of charge, within a reasonable time and without significant inconvenience.
A price reduction or termination and refund may be available where correction is impossible or disproportionate, the Author fails to correct the issue within a reasonable time, the defect reappears, the defect is sufficiently serious or it is clear that the product will not be brought into conformity.
Nothing in this policy limits a remedy or time period that cannot lawfully be limited by contract.
21. ScriptExpert subscription services
This section applies to plugins, tools, analytics, promotional functionality and other subscription services supplied directly by ScriptExpert.
A subscription may be cancelled through the account settings or by contacting [support email]. Unless otherwise stated, cancellation prevents the next renewal and access continues until the end of the current paid billing period.
Payments already made are not normally refunded solely because the subscriber stopped using the service or cancelled before the end of the billing period.
A full or partial refund may be approved where:
the service was not activated;
the subscriber was charged more than once;
the service was materially different from its description;
an essential feature was unavailable for a substantial part of the billing period;
ScriptExpert discontinued the paid service without providing a reasonable alternative; or
applicable consumer law requires a refund.
Where the service was compliant for part of the billing period, any refund may be calculated proportionately.
Statutory withdrawal rights remain applicable where required by law.
22. Promotional products and marketplace credit
Products obtained free of charge are not eligible for a cash refund.
If a product was purchased partly or entirely with marketplace credit, the refundable amount may be returned to the same credit balance.
Promotional vouchers and discount codes do not normally have a separate cash value.
Where a discounted order is refunded, the customer will receive only the amount actually paid for the refundable part of the transaction.
23. Bundles
Where a bundle contains several products, a refund may apply to the entire bundle or only to the affected component, depending on the nature of the problem.
A full bundle refund may be appropriate where the affected component was the main reason for the purchase or the remaining products cannot reasonably be used independently.
A partial refund may be appropriate where the other bundle components remain usable and retain independent value.
24. Chargebacks and external payment disputes
Customers are encouraged to use the ScriptExpert refund procedure before opening a chargeback or external payment dispute.
This allows the Author and ScriptExpert to review technical evidence and attempt to resolve the issue.
If a chargeback is opened, ScriptExpert may provide the payment provider with order information, download records, licence details, communications and other evidence relevant to the dispute.
Opening an external payment dispute may temporarily suspend the internal refund request until the payment provider completes its review.
Nothing in this section prevents a customer from exercising rights provided by law or by the customer’s payment provider.
25. Fraudulent or abusive requests
ScriptExpert may reject a request and restrict an account where there is credible evidence of refund abuse, fraud or licence misuse.
Examples may include:
repeatedly purchasing, downloading and refunding products;
making knowingly false technical claims;
submitting altered screenshots or logs;
requesting a refund while continuing to distribute or use the product;
opening simultaneous refund and chargeback proceedings without disclosure;
threatening an Author to obtain an unjustified refund; or
creating multiple accounts to avoid refund restrictions.
Restrictions will be proportionate to the circumstances and will not remove any mandatory consumer right.
26. Changes to this policy
ScriptExpert may update this Refund Policy to reflect legal requirements, payment-provider rules, marketplace changes or improvements to the dispute process.
The updated version will be published with a revised “Last updated” date.
Changes will not retroactively remove rights attached to an earlier purchase.
Material changes will be communicated where required by applicable law.