Guarantee

Annual Support Plan Refunds

The Annual Support Plan may be cancelled at any time to prevent the next annual renewal. Refund requests for an initial Annual Support Plan purchase or an annual renewal charge must be submitted within 60 days of the applicable charge.

The plan provides continuous access to Download Surgeon 4, ongoing compatibility updates, and individualized technical support. Because these services begin immediately and incur costs when used, an approved refund will be reduced by the value of the plan period already used and by any completed support incidents.

The time-used deduction is equal to one-twelfth of the amount paid for each started 30-day period. An additional $20 will be deducted for each completed support incident provided during the applicable 60-day refund period.

A completed support incident means a ticket in which our team provided individualized troubleshooting, instructions, a workaround, remote assistance, or a technical resolution. Automated replies, billing or cancellation questions, duplicate tickets, and follow-up messages about the same issue do not count as separate support incidents.

After three or more completed support incidents during the applicable 60-day period, the Annual Support Plan is considered substantially used and its charge is nonrefundable. Total deductions will never exceed the amount paid for the plan.

If a refund is approved, the Annual Support Plan will end immediately and Download Surgeon 4 will be deactivated. If the plan is cancelled without a refund, it will remain active through the end of the paid annual term and will not renew. These terms apply except where applicable law requires otherwise.

Requesting A Refund

To obtain a refund, you will be required to return the CD if you purchased the CD version of the software. If you purchased the download version, nothing other than making a request is required. In both cases we will deactivate the program in our registration database. This will cause your copy of Download Surgeon to run in the Demo mode.

To submit a refund request, email us at refund{at}downloadsurgeon.com or contact the Download Surgeon Support Center.

Over the years we have learned that about half of the time, refund requests are due to learning curve issues or technical problems which, when addressed, result in a satisfied customer who would rather keep the product than request a refund. If this is the type of issue you are experiencing, please complete a support desk ticket.

Though you are not required to do so, we would appreciate learning of why you have returned the product, as this will help us to provide better service and a better product to future customers.

Download Surgeon's parent company, Todd, Michael & James, has sold products online for more than 15 years and into more than 150 countries worldwide. We stand behind our guarantee and want to assure you that all eligible refund requests are handled expeditiously, professionally, and are truly hassle-free.