Cancellation & Refunds

Refund Policy Explained

At Purpletree, we prioritize customer satisfaction. That’s why we offer a 15-day refund policy. Customers may request a refund within 15 days of purchase to ensure their protection and peace of mind.

We give a refund if we can't fix a problem/issue in our extension, as per the features shown in the demo or Product Description.
But to do this, you must give us access to your server (FTP or cPanel, etc, depending on the CMS).

Please note, refunds do not cover any additional custom features, third-party plugin conflicts, or incompatibilities outside the scope of our advertised product features. However, Purpletree extensions are generally designed to work with most popular Standard processed OpenCart and Magento themes and templates.

In the rare event of a theme or template incompatibility, we request customers to provide FTP or cPanel access. Our technical team will work diligently to ensure compatibility between your theme (standard versions) and the Purpletree extension.

To initiate a refund, please contact our support system with the necessary details like FTP/Cpanel details for investigating issue. Once the request is validated, the refund will be processed within 7 business days.

Support Link: https://helpdesk.purpletreesoftware.com

Before a refund is approved, customers must completely delete all files and instances of the Purpletree software from their server or hosting environment. A confirmation of the same must also be submitted via email to our support desk.

Refunds are not applicable for services such as installation, customization, or consultancy.

Customer satisfaction is at the heart of what we do. In addition to standard refunds, we also offer the option of a credit-based refund, which can be used for any future Purpletree product or service in case we are unable to resolve the issue.

Cancellation Policy

1. Purpletree Software believes in helping its customers as far as possible and has therefore a cancellation policy for all customers. Under this policy:
2. Due to the nature of products sold, cancellation of orders consisting of digital downloadable products is generally not offered.
3. In case you feel that the product received is not as shown on the site or as per your expectations, you must bring it to the notice of our customer service within 15 days of receiving the product. The Customer Service Team, after looking into your complaint, will take an appropriate decision.

Additional Scenarios

4. For digital downloadable products, there is generally no refund available because products cannot be returned.
5. The customer is supposed to study all terms and conditions and product features, which are given on our product page and in the product guides, before proceeding with the purchase. If there is an oversight on the part of the customer, it is not a valid legal ground for a refund.
6. In some cases where we are not able to solve a defect being faced by the customer, management can approve a refund. It is strictly for a case of an unsolvable defect, and not in any other case.
7. If a customer opens a dispute/chargeback with the payment gateway without giving sufficient opportunity to us for assistance, it is considered an unethical and provocative practice. Customer's access to our support team and all licenses would be terminated permanently, and the customer would be blacklisted with our company.
8. In case a customer files a refund request to the payment gateway company without a valid reason as mentioned in sections 5, 6, and 7 above, we will open a dispute with the payment gateway, with all evidence proving that the refund request is not valid.
9. In the case of custom development services, a refund can be provided after deducting the cost incurred on work, after approval from management, on a case-by-case basis.