Refund Policy

1. Consumer Rights and Refund Policy

1.1 EU Consumer Rights (Diritto di Recesso)

1.2 Digital Product Nature

GemBoost is a digital software product delivered instantly upon purchase. While our general business policy focuses on support-first resolution, consumer rights under EU law take precedence where applicable.

1.2 One-Time Purchase Model

GemBoost operates on a one-time purchase model, not a subscription service:

• Single payment grants lifetime access to your purchased version
• No recurring charges or subscription renewals
• Immediate activation and access upon successful payment
• Digital delivery eliminates physical product return processes

1.3 License Validation System

Our license validation system is designed to provide immediate value and prevent unauthorized usage. Once a license is activated:

• The software becomes immediately functional on your system
• Hardware-specific activation prevents sharing or resale
• Full access to all features and capabilities is granted
• Support channels become available for technical assistance

2. Exceptional Circumstances

While our general policy is no refunds, we recognize that exceptional circumstances may warrant special consideration. Each case is evaluated individually based on the specific situation and our ability to provide alternative solutions.

2.1 Billing Errors and Unauthorized Charges

2.2 Technical Failures Preventing Use

Refund consideration may apply when:

• License validation system experiences prolonged outages (>7 days)
• Critical software bugs prevent core functionality from working
• Compatibility issues arise from undisclosed system requirements
• Installation failures due to software defects, not user error

Important: Technical support must be attempted first. Refund consideration only applies when technical issues cannot be resolved through our support channels.

2.3 Termination Due to Policy Violations

If we terminate your license due to violations of our Terms of Service, refunds are generally not provided. However, consideration may be given in cases where:

• Termination was made in error due to false positive detection
• Policy violations were unintentional and immediately corrected
• Appeal processes demonstrate good faith compliance efforts

3. Support-First Resolution Approach

3.1 Comprehensive Technical Support

Before considering any refund request, we strongly encourage utilizing our comprehensive support resources designed to resolve technical issues and optimize your GemBoost experience.

3.2 Issue Resolution Process

Our systematic approach to resolving technical issues:

1. Initial Assessment: Quick diagnosis of the reported issue
2. Guided Troubleshooting: Step-by-step resolution attempts
3. Advanced Diagnostics: In-depth analysis for complex problems
4. Developer Escalation: Engineering team involvement when needed
5. Custom Solutions: Tailored fixes for unique environments
6. Follow-up Support: Ensuring long-term stability

3.3 Support Response Times

• Initial Response: 24 hours for standard issues
• Critical Issues: 4-8 hours for license validation failures
• Complex Problems: 48-72 hours for detailed investigation
• Resolution Updates: Regular progress reports every 48 hours

4. Alternative Solutions

4.1 License Transfer for Hardware Changes

While licenses cannot be refunded, we offer license transfer services for legitimate hardware changes:

• Hardware Upgrades: Transfer license to new system configuration
• Computer Replacement: Move license to replacement hardware
• Operating System Changes: Reactivate license after OS reinstallation
• Development Environment Migration: Support for workspace changes

Transfer Process: Contact https://gemboost.dev/contact with your license key and details of the hardware change. Verification may be required to prevent unauthorized transfers.

4.2 Extended Support Options

For customers experiencing ongoing difficulties:

• One-on-one configuration sessions with technical specialists
• Custom workflow integration assistance
• Priority support queue access for faster resolution
• Beta access to new features that may address current limitations

4.3 Educational Use Considerations

For educational institutions or students who may have purchased inappropriately:

• Guidance on educational licensing options if available
• Information about academic discounts for future purchases
• Referral to appropriate educational technology resources
• Consideration for institutional licensing arrangements

5. Refund Request Process

5.1 Initial Contact Requirements

All refund requests must be submitted to https://gemboost.dev/contact with the subject line "Refund Request - [Your License Key]".

5.2 Evaluation Process

Each refund request follows this evaluation process:

1. Acknowledgment: Confirmation of receipt within 24 hours
2. Initial Review: Assessment of circumstances and eligibility
3. Technical Evaluation: Analysis of reported issues or problems
4. Support Attempt: Mandatory technical support intervention
5. Final Decision: Determination based on policy and circumstances
6. Communication: Clear explanation of decision and next steps

5.3 Decision Criteria

Refund requests are evaluated based on:

• Adherence to exceptional circumstances outlined in this policy
• Good faith efforts to resolve issues through technical support
• Documented evidence of technical failures or billing errors
• Compliance with Terms of Service and appropriate usage
• Timeline of issue reporting and resolution attempts

6. Timeframes and Eligibility

6.1 Request Submission Window

Refund requests must be submitted within specific timeframes to be considered:

• Billing Errors: 60 days from the charge date
• Technical Issues: 30 days from first reported problem
• Unauthorized Charges: 90 days from discovery
• Policy Violations: 30 days from termination notice

6.2 Processing Timeframes

Once a complete refund request is received:

• Initial Response: 24-48 hours acknowledgment
• Technical Evaluation: 3-5 business days for issue analysis
• Support Resolution Attempt: 7-14 days depending on complexity
• Final Decision: 21 days maximum from initial request
• Refund Processing: 5-10 business days if approved

6.3 Eligibility Restrictions

Refund requests will not be considered for:

• Licenses purchased more than 90 days ago (except billing errors)
• Accounts with multiple refund requests or abuse history
• Licenses that have been successfully used for extended periods
• Situations where adequate technical support was not utilized
• Requests submitted without required documentation

7. Payment Processor Policies

7.1 Stripe Integration

GemBoost license sales are processed through Stripe, our trusted payment processor. Their policies and procedures also apply to refund requests:

• Stripe merchant policies govern payment disputes
• Chargebacks and payment disputes are handled through their system
• Refund processing occurs through Stripe's platform
• Customer protection policies provide additional safeguards

7.2 Credit Card Disputes and Chargebacks

If you initiate a chargeback or payment dispute without first contacting us:

• Your license will be immediately suspended pending dispute resolution
• Additional documentation may be required from both parties
• Resolution timeframes extend significantly compared to direct requests
• Fees and administrative costs may apply to disputed transactions

We strongly recommend contacting our support team first to resolve any payment or technical issues before initiating formal disputes.

7.3 International Payment Considerations

For international customers:

• Currency conversion rates at time of purchase apply to any refunds
• Bank processing fees for international refunds may be deducted
• Local banking laws and regulations may affect refund processing
• Additional verification may be required for international transactions

8. Contact Information and Support

8.1 Escalation Procedures

If you are not satisfied with the initial response to your refund request:

1. Request Escalation: Ask for manager or senior support review
2. Provide Additional Context: Submit any new documentation or circumstances
3. Legal Consultation: Contact https://gemboost.dev/contact for complex disputes
4. External Resolution: Consumer protection agencies in your jurisdiction

8.2 Documentation and Record Keeping

We maintain detailed records of all refund requests including:

• Complete correspondence and communication history
• Technical support logs and resolution attempts
• Decision rationale and supporting documentation
• Processing timelines and final outcomes

9. Policy Updates and Modifications

9.1 Change Notification

We may update this Refund Policy to reflect changes in our business practices, legal requirements, or customer feedback. When material changes are made:

• Existing customers will be notified via email when possible
• Changes will be posted prominently on our website
• Effective dates will be clearly indicated
• Previous policy versions will be archived for reference

9.2 Grandfathered Rights

Policy changes generally apply to future purchases. However, refund requests for existing licenses will be evaluated under the policy that was in effect at the time of purchase, unless the new policy provides more favorable terms to the customer.

9.3 Legal Compliance

This policy is designed to comply with applicable consumer protection laws while maintaining the viability of our digital product business model. If any provision conflicts with local laws, the most customer-favorable interpretation will apply.