Refund policy

Last updated: July 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).

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, purchase grants the original customer a limited license to use the software, generally on one computer by one user.

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

For this reason, all sales are considered final unless otherwise stated in this policy.

2. When refunds may be considered

We may, at our sole discretion, offer a refund in limited situations, including:

  • You were unable to access the download due to a technical issue on our side;
  • You accidentally purchased multiple copies of the same product using the same email address;
  • 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.

Refunds are 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;
  • Situations where the software was downloaded successfully;
  • 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, or data providers outside our control.

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

3. 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, at our discretion.

After any included software product has been downloaded, the purchase is generally considered final. Partial refunds, if offered, are discretionary and may depend on whether any product in the order has been downloaded, activated, 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.

4. Technical support before refund consideration

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

  • Verify your browser, operating system, and system setup;
  • Confirm the download package is intact;
  • Help resolve configuration or launch issues;
  • Provide a replacement download if needed;
  • Clarify whether the issue involves an unsupported device, browser, setting, or environment.

Most issues can be resolved with reasonable support. Refunds are considered only after reasonable troubleshooting steps have been attempted, unless the issue is clearly related to a purchase or download failure on our side.

5. How to request a refund

To request a refund, please contact us through the Contact page 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.

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 backups.

6. Chargebacks

If you initiate a chargeback without contacting us first, we reserve the right to:

  • Dispute the chargeback;
  • Provide evidence of purchase, delivery, download, license terms, and support communications to the payment processor;
  • Decline access to future downloads, replacements, support, or updates associated with that order.

If a chargeback is issued and not resolved in our favor, your license to use the software associated with that order will be considered terminated, and you agree to delete all copies of that software in your possession or control, including backups.

We are always willing to help resolve issues directly whenever possible.

7. 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. Your continued use of our website or purchase of our products after changes are posted constitutes acceptance of the updated policy.

8. Contact

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