Short version
- 14-day money back guarantee on new product purchases. Contact us and open a billing ticket.
- We are a small team — before a refund we will ask a few questions and try to fix the issue first.
- One refund per customer. Renewals and services with manual work are non-refundable.
- Opening a payment dispute voids your license and terminates your account.
We offer a 14-day money back guarantee on new product purchases. If you are not satisfied due to missing features or a defect that makes functions unusable — including conflicts we cannot resolve together with our support team — contact us within 14 days of purchase and open a billing ticket.
GaiaWP Studio is a small company. Every refund directly affects continued development. So before approving a refund we will ask you a few things and give support a chance to resolve the issue:
- Reason for the request — what did not work or meet your expectation?
- Order details — purchase email, order number, and site URL where the plugin was used.
- Troubleshooting history — have you opened a support ticket? What steps were already tried (deactivate other plugins, test theme, Safe Mode, staging)?
- Access / evidence — screenshots, error messages, or a staging login if needed to reproduce the problem.
- Expectation check — is there a missing feature we could add, or a misunderstanding we can clarify?
A refund request without a prior support conversation may take longer while we investigate. If the issue is a bug we can fix, or a setup we can help with, we will offer that first. If it still does not fit your needs, we proceed with the refund within the 14-day window.
One customer is eligible for only one refund. If you were refunded once before, subsequent refund requests will not be granted.
Renewal payments are not eligible for refunds. Renewal charges can only be prevented by cancelling the subscription or contacting us before the renewal.
If you cancel or do not renew, your plugin remains usable, but you will no longer receive support, downloads, or updates. Only refunded, disputed, or blocked licenses are disabled.
Renewal payment will be done using the payment medium we and/or our payment processor has on record. Reissuing a credit card (including changing the card number) is generally not sufficient to prevent renewal charges. If not cancelled properly, your subscription will automatically renew and you authorize us to collect the renewal amount you explicitly agreed to upon purchase.
You can view, manage and cancel your subscriptions in your account dashboard. Whenever in doubt, please contact our support and we can help you manage your subscriptions.
We send a courtesy reminder email prior to the renewal charge. If for any reason you do not receive the reminder, it cannot be used as grounds to claim a refund. To ensure delivery, add our support and newsletter sender addresses to your allow-list.
- Services are non-refundable: Custom Development, Installation & Configuration, Speed Optimization, Maintenance, and any other work requiring manual labor are non-refundable under any circumstances once work has started.
- Policy breach: breach of any GaiaWP Studio policy or agreement may lead to refund refusal.
- Disputes / chargebacks: opening a dispute with a payment processor (with or without prior contact with support) will result in resolving those disputes via their respective channels. At the same time your subscription(s) will be cancelled, license(s) voided, and account(s) associated with the disputed charges will be irrevocably terminated.
- Approved refunds are initiated by our billing team within 10 business days of your request via the proper channel (billing ticket from your purchase email). PayPal refunds arrive immediately; credit-card refunds take 5–10 business days to appear on your statement.
- Full refunds return the exact amount you paid, in the same currency you paid in (Freemius checkout may charge in USD, EUR, GBP, or other local currencies). Partial refunds, if offered, may differ slightly due to exchange-rate movement between purchase and refund time. Refunds go exclusively back to the original payment method.
- For a refund to be processed you must completely delete all GaiaWP software from your website and other storage services or devices.
- Once refunded, your license will be disabled and purchased products will stop working. You will no longer have access to downloads, updates, or technical support.
- Contact support from your purchase email and open a billing ticket.
- Include: order number, purchase email, site URL, reason, and what troubleshooting was already tried.
- Answer our follow-up questions in point 2 above so we can verify eligibility and attempt a fix.
- If eligible, delete the plugin(s) and confirm — we then process the refund within 10 business days.
By making a purchase in our online store, you agree to this refund policy and relinquish any rights to subject it to any questions, judgment or legal actions.
This policy is subject to change at any time, without prior notice. You are responsible for reviewing this policy on a regular basis.
