Refund Policy

Last updated: August 2026

This Refund Policy explains how refunds are handled for purchases of digital software products provided by The Earth Shack Software LLC (“we,” “us,” or “our”), including Earth Shack Software applications, dashboards, command tools, and related digital downloads.

By purchasing any Earth Shack Software product, you agree to this Refund Policy, as well as our Terms of Use and License Agreement (EULA).

Nothing in this Refund Policy is intended to limit any rights or remedies that cannot lawfully be limited under applicable law.

1. Digital products are generally non-refundable

Earth Shack Software products are delivered as digital downloads and licensed under the applicable EULA and product-page terms. Unless otherwise stated for a specific product, a purchase grants the licensed user the right to use one copy of the Software on one computer at a time in accordance with the EULA.

Unless otherwise stated for a specific product, an Earth Shack Software license is a perpetual-use license. This means that the version of the Software properly obtained under that license does not expire merely because updates, support, hosted downloads, replacement-download services, or later versions are no longer available.

Once a software product has been delivered or downloaded, it cannot be returned in the same way as a physical item.

For this reason, all sales are considered final except as specifically stated in this policy or where a refund is required by applicable law.

2. When refunds may be considered

We may, subject to applicable law, offer a refund in limited situations, including:

  • You were unable to access the download due to a technical issue on our side;
  • You clearly purchased an unintended duplicate copy of the same product;
  • You contacted us immediately after purchase before downloading the software;
  • The download link failed and we were unable to provide a working replacement;
  • A duplicate order was clearly placed in error and has not resulted in additional downloaded or used copies.

Purchasing multiple copies intentionally for additional licenses is not considered a duplicate-order error.

Refunds are generally not provided for:

  • Change of mind;
  • Incompatibility with unsupported devices, browsers, operating systems, or environments;
  • Misunderstanding of product features, including expecting functionality not described on the product, documentation, or FAQ pages;
  • Expecting planned, possible, suggested, or future functionality that was not included in the product description or otherwise expressly promised at the time of purchase;
  • The release of a later version, upgrade, edition, or separately offered feature that is not included in the customer’s original purchase terms;
  • Choosing not to purchase an optional future update, upgrade, edition, or separately offered feature;
  • Situations where the software was successfully delivered or downloaded and no qualifying defect or delivery issue exists;
  • Situations where the software was used, modified, shared, reposted, published, redistributed, or attempted to be redistributed;
  • Use in environments outside the stated system requirements or product documentation;
  • Issues caused by third-party services, browsers, operating-system restrictions, network conditions, data providers, or other circumstances outside our reasonable control.

We encourage you to review the product description, system requirements, Documentation, and FAQ before purchasing.

3. Licenses, updates, and future releases

Unless otherwise stated for a specific product, purchasing Earth Shack Software provides a perpetual-use license to continue using the version of the Software obtained under the applicable EULA and purchase terms.

From time to time, we may make maintenance releases, bug fixes, compatibility improvements, minor enhancements, or other updates available to existing customers without an additional software-license charge. We do not guarantee any particular update period, update frequency, number of updates, feature release, or continued development of any product.

Significant upgrades, new editions, major new versions, or separately offered functionality may be made available as separate products or paid upgrades. Purchasing an earlier version does not automatically entitle the customer to later versions or upgrades unless that entitlement was expressly included in the applicable product terms at the time of purchase.

Your perpetual-use license to the Software you properly obtained is separate from the availability of updates, support, hosted downloads, replacement-download services, or later versions. Ending or changing any such service does not by itself terminate an otherwise valid license to Software already obtained by the customer.

Product roadmaps, planned features, development discussions, previews, and other statements concerning possible future functionality are informational and are not contractual commitments unless expressly identified as such.

4. Multi-product purchases and bundles

If a purchase includes more than one Earth Shack Software product, or if products are sold together as a suite, bundle, package, or combined offer, refund eligibility may be evaluated for the order as a whole or for an individual product, subject to this policy and applicable law.

After any included software product has been delivered, downloaded, or used, the purchase is generally considered final. Partial refunds, if offered, may depend on whether any product in the order has been downloaded, accessed, used, copied, modified, or redistributed.

If a refund is approved for one product within a multi-product purchase, your license to use that refunded product terminates, while any non-refunded product licenses remain subject to the applicable EULA and purchase terms.

5. Technical support before refund consideration

If you experience an issue running an Earth Shack Software product, we will first work with you, where practical, to:

  • Verify your browser, operating system, and system setup;
  • Confirm the downloaded product file is intact;
  • Help resolve configuration, launch, or compatibility issues where practical;
  • Provide replacement download access where available and appropriate;
  • Clarify whether the issue involves an unsupported device, browser, setting, environment, or third-party service.

Many technical issues can be resolved with reasonable support. Refunds are generally considered only after reasonable troubleshooting steps have been attempted, unless the issue is clearly related to a purchase, delivery, download failure, or other circumstance where troubleshooting would not reasonably resolve the issue.

Support, maintenance, compatibility updates, replacement-download services, or access to future versions are not guaranteed indefinitely unless expressly stated in the applicable product terms.

6. How to request a refund

To request a refund, please contact us through the Contact page or email support@theearthshacksoftware.com and include:

  • Your name;
  • Your order number;
  • The email address used at checkout;
  • The product or products involved;
  • A brief description of the issue and the troubleshooting steps already taken, if any.

Please do not send passwords, brokerage credentials, banking credentials, API keys or tokens, or other unnecessary sensitive information when requesting support or a refund.

We will review your request and respond as promptly as practical. If a refund is approved, your license to use the refunded Software under the EULA will terminate, and you agree to delete all copies of the refunded Software in your possession or control, including backup copies of the Software itself.

A refund does not require you to delete your own user-created records, exported data, reports, backups containing your own information, or other information that belongs to you, unless separately required by applicable law or another agreement.

7. Chargebacks

If you initiate a chargeback without contacting us first, we reserve the right, where permitted by law and applicable payment-provider rules, to:

  • Dispute the chargeback;
  • Provide evidence of purchase, delivery, download, license terms, and relevant support communications to the payment processor;
  • Decline future download, replacement-download, support, maintenance, update, or upgrade access associated with the disputed order while the dispute is unresolved.

If a chargeback is issued and finally resolved against us, or the purchase price is otherwise reversed and not repaid, the license associated with that refunded or reversed purchase will be considered terminated to the extent permitted by applicable law, and you agree to delete all copies of the affected Software in your possession or control.

We encourage customers to contact us first so we have an opportunity to resolve purchase, download, or technical issues directly.

8. Policy updates

We may update this Refund Policy from time to time. The “Last updated” date at the top of this page will reflect the most recent version.

Unless otherwise required by law, changes to this Refund Policy apply prospectively to purchases made after the revised policy becomes effective. A later policy change does not, by itself, terminate or reduce perpetual-use rights already granted under the license and purchase terms that applied to an earlier purchase.

9. Contact

If you have questions about this Refund Policy or need assistance with a purchase, please reach out through our Contact page or email us at support@theearthshacksoftware.com.