Refund Policy

We stand behind MooPlugins products and services and want customers to have a fair opportunity to determine whether an eligible paid offering meets their needs.

This Refund Policy explains when refunds may be available for paid plugins, add-ons, subscriptions, hosting, and professional services.

Free and open-source plugins do not have a purchase price and are therefore not eligible for a monetary refund.

Nothing in this Refund Policy limits any mandatory consumer right or remedy that cannot lawfully be excluded.

1. Fourteen-day refund period

Unless a different refund term is clearly stated at purchase, you may request a refund of an eligible initial payment within 14 calendar days of the original purchase or the start of the paid subscription.

The request must be submitted before the 14-day period ends.

We may ask for:

• Your order or invoice number;
• The email address used for the purchase;
• The product or service concerned;
• A brief explanation of the problem; and
• Information reasonably necessary to verify the payment and request.

We may offer to help resolve the issue before processing the refund, but you are not required to accept technical assistance as a condition of submitting a valid request.

2. Eligible initial purchases

Subject to the exclusions below, the 14-day refund period may apply to:

• An initial paid plugin licence;
• An initial paid add-on licence;
• The first payment for an eligible plugin subscription;
• The first payment for a managed hosting subscription;
• The first payment for a paid support or maintenance plan; and
• Other eligible products expressly described as covered by the money-back guarantee.

3. Managed hosting refunds

You may request a refund of the initial managed hosting payment within 14 calendar days of starting the paid plan.

If a refund is approved:

• The subscription will be cancelled;
• Hosting access may end when the refund is issued;
• You should first download any video files you wish to retain; and
• Hosted files may be deleted after the applicable service-retention period.

Where cancellation is requested without a refund, the hosting subscription ordinarily remains active until the end of the paid billing period.

After the service ends, hosted video files may be retained for up to 30 days unless a different period is specified for your plan or agreement. Files may then be permanently deleted.

4. Paid plugins and add-ons

A paid plugin or add-on may be eligible for the 14-day refund period unless:

• The product page or checkout clearly states a different policy;
• The purchase was a renewal;
• The licence has been misused or shared outside its permitted scope;
• The request results from an unsupported environment clearly excluded from the product requirements;
• You materially altered the product and the alteration caused the issue; or
• Another exclusion in this Refund Policy applies.

Where a plugin contains open-source components, a refund or cancellation does not remove rights already granted under the applicable open-source licence. However, access to paid updates, support, cloud features, or premium functionality may end.

5. Professional and one-time services

Installation, configuration, AWS setup, custom development, migration, consulting, and similar professional services involve reserved time and work performed specifically for the customer.

For these services:

• A payment may be fully refundable before work begins, less any clearly disclosed non-refundable costs already incurred;
• Once work begins, only the unperformed portion may be refundable;
• Completed work is generally non-refundable;
• Third-party fees, infrastructure charges, domain charges, licences, or other externally incurred costs are non-refundable once committed; and
• Custom deliverables already provided remain subject to the applicable proposal or service agreement.

A proposal, quotation, statement of work, or signed agreement may contain different refund and cancellation terms. Those specific terms will control for that service.

6. Renewal payments

Renewal payments are generally non-refundable.

You are responsible for cancelling a subscription before its renewal date if you do not want the next billing period.

We may provide a refund or correction where:

• The payment was duplicated;
• The amount charged was incorrect;
• A technical billing error occurred;
• You cancelled before renewal but were charged due to an error;
• The charge was unauthorized and verified as such; or
• Applicable law requires a refund.

Submitting a cancellation request after a renewal has been successfully processed does not ordinarily make that renewal payment refundable.

Cancellation will instead prevent the next renewal, and the service will remain available until the end of the newly paid billing period unless otherwise agreed.

7. Situations that are generally not refundable

A refund will generally not be available where:

• The request is submitted after the applicable refund period;
• The payment is a normal subscription renewal;
• You changed your mind after substantially using or consuming the service;
• A professional service has already been completed;
• The issue results from an unsupported Moodle, PHP, database, browser, server, theme, or third-party plugin configuration clearly outside the supported requirements;
• The issue results from modifications made by you or another service provider;
• You refuse to provide information reasonably necessary to investigate the request;
• Your account or service was suspended or terminated for fraud, abuse, unlawful content, non-payment, or a material violation of our Terms;
• A third-party platform or service changed in a way outside our reasonable control;
• You purchased the wrong product despite the product description clearly identifying its purpose and requirements; or
• The relevant order, proposal, or agreement expressly states that the payment is non-refundable.

We may still provide an exception where we consider it reasonable or where required by law.

8. Partial refunds

Where only part of an order is eligible, we may issue a partial refund.

Examples include:

• A bundle containing both refundable and non-refundable items;
• Professional services where some work has already been completed;
• Orders that include third-party costs already incurred; or
• A service that has been partly delivered.

Any partial refund will be based on the undelivered or refundable portion of the order.

9. Promotional offers and discounts

Refunds for discounted purchases are limited to the amount actually paid.

Promotional credits, coupons, free months, and non-cash benefits:

• Have no cash value;
• Are not separately refundable; and
• May be cancelled when the related order is refunded.

10. How to request a refund

Submit your request through the contact form available on the MooPlugins website.

Include:

• Your name;
• The email address used for the order;
• Your order or invoice number;
• The product or service concerned;
• The purchase date; and
• A short explanation of the request.

Do not send complete payment-card details.

We may request additional information to verify the order or understand the issue.

11. Refund processing time

Approved refunds will be submitted to the original payment method whenever reasonably possible.

We will initiate an approved refund as soon as reasonably practicable.

Although some refunds appear quickly, banks and payment providers may take approximately 5 to 10 business days to reflect the credit on your statement. Processing times are controlled by the relevant bank or payment provider and may vary.

Any currency-conversion difference, foreign transaction fee, or bank fee charged independently by your payment provider is outside our control.

12. Chargebacks and payment disputes

Please contact us before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

Fraudulent or abusive chargebacks may result in:

• Suspension of paid services;
• Revocation of commercial licence entitlements;
• Recovery of unpaid amounts; or
• Other action permitted under our Terms and applicable law.

This section does not restrict your right to challenge an unauthorized or incorrect charge.

13. Changes to this Refund Policy

We may update this Refund Policy for future purchases.

The policy applicable to an order will generally be the version in effect when the order was placed, unless:

• A later version gives you more favourable rights;
• A product-specific agreement states otherwise; or
• Applicable law requires a different result.

The current version will be posted on our website with the revised “Last updated” date.