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 may 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.

The reason for the trial period is to replace the standard money back guarantee received on many products. As many people who have shopped online know, refunds can be slow and often cause the customer to incur credit card interest while waiting for the refund to be processed. In providing a risk free trial period, we are maintaining the benefit of the money back guarantee (which is a risk free period), while also eliminating the need to pay money up front.

Our experience has demonstrated that this is even better than a money back guarantee, because it means you don't have to pay up front and there are no unnecessary refund processes. As such, refunds are generally not issued once license keys are purchased. In recognition of accidental or impulse purchases we accept a 7 day 'cooling off' period after the purchase in which we will consider a refund request if your circumstances are extenuating. If you wish to request a refund or product exchange under these circumstances you must contact us within 7 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).

The decision to refund during the 'cooling off' period is at the sole discretion of Mindsystems, and is taken based on your reason for requesting a refund. Decisions in this case are final and refunds will not be issued after the 7 day period has expired.

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.