1. General Overview & Digital Asset Classification
At PineX Limited, we engineer high-performance, enterprise-grade WordPress architecture. Because our software products are classified as non-tangible, irrevocable digital payloads that are instantly transmitted to your server upon purchase, we operate under a strict, compliance-driven evaluation matrix for all refund requests. This matrix is designed to protect our proprietary codebase from exploitation while ensuring genuine architectural failures are remediated financially.
2. The 14-Day Diagnostic Evaluation Window
We stand entirely behind the stability, security, and cryptographic integrity of our software. If you encounter a catastrophic technical failure, fatal PHP error, or verifiable architectural conflict within 14 days of your initial transaction, you are eligible for a full reversal of your capital. Refund requests submitted on or after the 15th day post-transaction will be automatically rejected by our financial billing engine.
3. Mandatory SLA Interaction Prerequisites
Refunds are not granted autonomously upon request. Before a financial reversal is authorized, you must fulfill the following Service Level Agreement (SLA) prerequisites:
- You must successfully authenticate via the Secure Client Portal and open a Priority SLA Support Ticket documenting the exact technical failure.
- You must provide our Level 2 or Level 3 engineering team with the necessary environment logs, fatal error outputs, or restricted staging access to diagnose the conflict.
- Our engineering desk must be given a standard 72-hour window to patch the conflict or provide an infrastructural workaround. If we fail to resolve the core issue, the refund is authorized immediately.
4. Ineligible Circumstances & Strict Exclusions
To maintain maximum development velocity, PineX Limited strictly rejects refund requests under the following conditions:
- Change of Mind: Realizing post-purchase that you no longer require the software or purchasing an incorrect license tier by mistake.
- Technical Incompetence: A lack of baseline technical expertise required to install, deploy, or configure standard WordPress infrastructure.
- Third-Party Interference: The software conflict is definitively caused by a heavily modified WordPress core, a misconfigured server environment (e.g., outdated PHP versions below 8.3), or an incompatible, legacy third-party plugin.
- Feature Misinterpretation: Expecting functionality that is not explicitly advertised on the official PineX product matrix.
- Subscription Renewals: We do not refund automated license renewals. You maintain the absolute ability to terminate your automated billing cycle autonomously at any time via the Secure Portal prior to the renewal date.
5. Fraud Prevention & Chargeback Protocols
If a chargeback or payment dispute is initiated through your credit card provider or PayPal while a support ticket or refund request is active, we will immediately freeze your PineX account. Chargebacks bypass our internal resolution matrix and are treated as hostile financial actions. All associated cryptographic license keys will be blacklisted, permanently destroying the plugin's functionality on your infrastructure.
6. Execution of Financial Reversal
To initiate a refund request, navigate to the Secure Client Portal, authenticate your session, and open a Billing & Accounts ticket. Upon executive approval by a PineX administrator, the payload will be reversed to your original payment method. Depending on your financial institution, funds will settle within 3 to 7 business days.
7. License Key Cryptographic Termination
The exact millisecond a refund is executed, your associated cryptographic license key is permanently terminated in our database. This immediately cuts off your server's access to our API, revoking your ability to download automated deployment packages, security patches, and rendering your installation unsupported.
8. Policy Amendments
PineX Limited reserves the right to dynamically update this Refund Policy at any time to comply with changing financial regulations or software deployment architectures. Revisions apply to all purchases made after the posted modification date.