1. Talk to us first
Most problems are solved in a single reply, so please write to support@astridapps.com before anything else. Tell us what is not working, on which device, and the e-mail address you paid with. We will do everything we reasonably can to make the product work for you.
2. When we refund
The product does not work and we cannot fix it. If a product does not work as described on its page and our support cannot resolve it, we refund the payment for the current term.
You were charged twice. If the same payment went through twice, we either add the second payment to your subscription as an extra term or, if you ask, refund it.
You did not make the payment. If a charge was made without your authorisation, we cancel the subscription and refund it once we have identified the order.
We could not supply the order. If we cancel an order or cannot deliver it, we refund it in full without being asked.
3. When we do not refund
We do not refund a term because it was not used, or once the product has been used substantially as described, except where the law gives you a right to a refund. Licences bought through the licensing desk follow the refund terms in the quote and the publisher's terms.
4. Cancelling is separate
A subscription can be cancelled whenever you like; see our terms of sale. Cancelling stops the next renewal and does not by itself refund the current term.
5. How to ask
Write to support@astridapps.com from the e-mail address used for the order, with the date and amount of the payment. We confirm receipt within 24 hours on working days and decide within five working days.
6. How a refund is paid
Refunds go back to the card or account the payment came from, in the currency charged. We issue an approved refund within three working days; your bank usually shows it within five to ten working days after that.
7. Your statutory rights
This policy sits on top of the rights consumer law already gives you and takes none of them away.