What is the policy on refunds for license key driven software?

Most of our license key driven software is available for free download. The idea behind this is to allow a reasonable time to asses the products suitability to your needs. At the end of the trial period (usually 21-30 days), if you are convinced of its value you can purchase a full activation key. Providing the trial period allows a risk free period in which you can decide on the products value to you.

In recognition of accidental or impulse purchases we accept a 10 day 'cooling off' period after the purchase. If you wish to request a refund or product exchange under these circumstances you must contact us within 10 days from your purchase date. If contacting us by a method other than telephone (i.e. email), you must obtain a confirmation that we have received your request (usually in the form of a response from our staff via email). Typically we reply within 1 business day, so if you send an email and hear nothing please do not assume we have received your request, in such cases you should follow up in case of email delivery problems. We recommend using our online contact forms as this will ensure delivery.

If the refund request is for anything other than warranty problems, a 15% of total purchase re-stocking fee may be retained by Mindsystems to cover bank transaction and admin processing charges (we incur charges for processing your credit card or paypal order and it is reasonable to expect we should recover these fees if your refund is based on your preferences after the trial period). If you have activated the product license in most cases we will require a signed declaration that you have uninstalled and destroyed the product.

Products with physical shipments associated must be returned in good working order via registered delivery to our main office. Refunds will not be processed on shipped items until received and it is your responsibility to ensure the goods arrive in a good re-stockable state. For this reason you should always send via registered delivery as if the items become lost in transit we will not accept liability. You are responsible to cover all postage fees for the return and we reserve the right to reject the refund if the goods are damaged or parts are missing.

To avoid the 15% charge you can also choose to exchange the goods for another product of same or greater value.

The decision to refund during the 'cooling off' period is at the sole discretion of Mindsystems. Unless due to product defect, decisions in this case are final and refunds will not be issued after the 10 day period has expired.

Once a refund is processed you agree to destroy all software licenses / copies and discontinue use.

What about other products or services?

A reasonable judgment policy applies to non-license key driven products or other services such as training or consultancy. The reasonable judgment policy means that Mindsystems will carefully consider a refund request based on a honest and objective discussion with you concerning your request. In this discussion we will openly and fairly discuss your issue, with a focus on providing a resolution that satisfies everyone concerned.

Unless specifically stated otherwise at the time of purchase, all invoiced products are to be paid for in full within a 14-30 day cycle. Unpaid balances beyond 30 days may attract a percentage based late payment fee (maximum of 4% per month), compounded and payable monthly, of the total outstanding balance in Australian dollars. The customer agrees to pay this fee in full, in addition to the original amount, should it be applied.

Failure to pay within the established time frame may also result in license key deactivation and cancellation.

If purchasing a product or service that involves Mindsystems providing you with an ongoing line of credit, or in arrears facility of any type, a formal credit check may be required. In most cases, and for all current software purchases via this site, this will not apply as the product is paid in full prior to delivery.

Customer disputed transactions raised against Mindsystems, that are proven to be valid purchases may incur a charge equal to our expenses in resolving the issue. If during the process of resolving an invalid transaction dispute penalties or legal costs in excess of $50 AUD are incurred by Mindsystems, we may hand these costs onto the customer for payment. In this case the customer agrees to pay these expenses (in full) within 30 days from the date the penalty fees are applied.