Refunds and cancellations

1. Who decides a refund

Tebex Limited is the merchant of record for every purchase on this site, which means Tebex took your money and Tebex is the party that can give it back. We are the developer, not the seller. See the terms of sale for what that split means in general.

In practice that works out better for you than it sounds, because we can put a refund to Tebex with our recommendation, and that carries weight. So the fastest route is almost always to come to us first rather than to Tebex. What we cannot do is move the money ourselves, promise you a specific outcome on Tebex's behalf, or refund you if Tebex refuses.

Tebex's published position for digital goods is that a completed transaction is final and there are no refunds, except where consumer law requires one. Their full wording is in the Tebex terms and conditions. The rest of this page is what that means for buying from us, and where we go further than the minimum.

2. There is no shipping and nothing to send back

Everything sold here is a digital download. There is no physical shipment, no delivery address and no courier, so there is no shipping cost, no return postage, no restocking fee and no physical return window. You cannot send a Lua script back, which is exactly why the rules below are written around fixing and refunding rather than around returning.

3. When we will get you a refund

We will put a refund to Tebex, and press for it, in these cases:

• It does not work and we cannot make it work. Give us a fair chance to fix it first - most things are a missing dependency or an old server artifact and are sorted the same day. If we genuinely cannot get it running on a supported setup, that is a refund.
• It is not what the page said. If a product page claimed a feature or a framework it does not have, that is on us.
• You were charged twice, or bought the same script twice. Duplicates get refunded. Just tell us.
• You bought the wrong thing and have not downloaded it. Tell us quickly and we will try. This one is a courtesy, not a right - see section 4 for the right.
• Your framework is listed as unsupported and you bought anyway on the strength of something we told you. Our mistake, our problem.

4. The EU and EEA right of withdrawal

If you are a consumer in the EU or the EEA, the law gives you 14 days to withdraw from a distance contract without giving a reason. For digital content that is not on a physical medium, those 14 days run from the day the contract is concluded.

That right can be lost when download begins, but only if all three of these are true:

• you gave express prior consent for delivery to start inside the 14 days;
• you acknowledged that by doing so you lose the right of withdrawal; and
• the seller sent you confirmation of the contract on a durable medium.

Those three things are captured, or not captured, inside the Tebex checkout and in the email Tebex sends you. We are not going to tell you that you definitely lost the right, because that depends on what Tebex actually presented to you and we were not in that browser window. If you believe you still have it, say so and we will take it seriously rather than quoting a blanket "digital goods are final" at you.

To exercise it, write to us with a clear statement that you are withdrawing, or write to Tebex directly. You do not need a form or a reason. A valid withdrawal is reimbursed by the seller without undue delay and within 14 days at the latest, using the same payment method you paid with, at no charge for doing it.

If you are buying wholly for a business, this section does not apply to you. If the purchase is mostly personal and the business side of it is marginal, you may well still count as a consumer - tell us and we will treat it that way rather than arguing the point.

5. Faulty, or not as described

Separately from withdrawal, and whatever else this page says, you keep your statutory rights when digital content is faulty, is not as described, or was not supplied with reasonable skill and care. Those rights are not limited to 14 days and we do not try to contract out of them. If something we sold you is broken, tell us at any point and we will fix it, replace it or get you refunded.

6. When you will not get a refund

Stated plainly so it is not a surprise:

• You downloaded it, it works, and you changed your mind - outside the withdrawal right in section 4.
• You did not read the compatibility section and bought for a framework the page lists as unsupported.
• You want it removed from your server but keep the files. The refund and the licence go together.
• You edited the code, broke it, and want your money back for the breakage. We will still help you fix it.
• You are asking months later about a script that has been running on your server the whole time.

Being honest about the reason: these are files that cannot be taken back once they are on your server. There is no version of this policy where we can un-deliver a script.

7. How to ask, and how long it takes

Step 1 - talk to us. Message us on Discord, which is fastest, or write to us at the contact address at the bottom of this page. Include the product name, the date of purchase and the Tebex transaction ID from your receipt email, plus what went wrong and your server console output if it is a technical problem. We reply within 72 hours and usually much sooner.

Step 2 - we try to fix it. Most refund requests are a broken install, and a fixed install is a better outcome for both of us than a refund. If it cannot be fixed, we say so rather than stalling.

Step 3 - we put the refund to Tebex. We do this ourselves; you do not have to go and argue with anyone. Tebex processes it back to your original payment method. Tebex controls that timing, and card refunds typically take a few working days to appear on a statement after they are issued.

Going straight to Tebex instead. You can. Use the support link in the receipt email Tebex sent you. We will not be offended, but we will also not know about it, so we cannot help push it along.

You are never required to give a reason for a withdrawal request under section 4. We ask for detail on the others only because we cannot fix or verify anything without it.

8. Chargebacks

Please talk to us before you file a chargeback with your bank. A chargeback on a digital purchase takes weeks, costs the seller a fee whatever the outcome, and gets your access revoked automatically. Almost every chargeback we have seen would have been a same-day fix or a same-day refund if someone had sent a message first. Tebex handles disputes as the seller of record, so a chargeback also takes the decision away from the people who could actually have solved your problem.

None of that is us telling you not to dispute a genuine problem. If your card was used without your knowledge, or you cannot get an answer from either of us, raising a dispute is your right and we would rather you used it than stayed stuck.

9. If you are not satisfied with the outcome

Come back to us and say so. If the disagreement is about the money rather than the code, it is Tebex's decision to review under their terms. If you are an EU consumer you can also take a dispute to the consumer protection body in your own country, and nothing on this page removes that.