Refund Policy

Last updated: 18 September 2026
Effective from: 18 September 2026

This policy explains when you can get your money back from PureGPL, when you cannot, and exactly how to ask. It forms part of our Terms of Service.

Our principle

A digital file cannot be returned. Once it has been downloaded, we cannot take it back and we cannot verify that it has been deleted. That is why digital stores worldwide restrict refunds, and why ours are restricted too.

What we can do is guarantee that you get a working product or your money back. That is the deal. Every case below is judged against a single question: did you get a working file?

When you are entitled to a refund

You are entitled to a full refund in any of the following situations.

2.1 The product does not work and we cannot fix it

If the file you downloaded is corrupt, incomplete, will not install, throws fatal errors on a standard supported environment, or is a different product from the one you ordered — raise a support ticket. We will try to fix it, supply a clean copy, or supply a working alternative version. If we cannot make it work within a reasonable time, we refund you in full.

Please allow our support team a genuine chance to help first. Most “it doesn’t work” cases turn out to be a PHP version, a memory limit or a conflicting plugin, and we fix them the same day.

2.2 You have not downloaded it, and you ask within 24 hours

If you bought a product, have not downloaded or installed it, and you ask us within 24 hours of purchase, we refund you in full, no questions asked. Our system records download activity, so we can confirm this immediately.

2.3 You were charged twice, or charged in error

Duplicate charges, charges after you cancelled a membership, or charges you did not authorise are refunded in full as soon as we verify them. Tell us and we will check the transaction log.

2.4 We could not deliver

If we accepted your order but cannot deliver the product — for example it was removed from our catalogue, or a technical failure prevents delivery — we refund in full. See also Section 8.

2.5 The product description was materially wrong

If our product page stated something materially untrue about the file — wrong version, wrong product, a stated feature that is entirely absent from the file we supplied — you are entitled to a refund.

When you are not entitled to a refund

We do not refund in the following cases. These are disclosed on our product pages and in our Terms of Service before you buy, so please read them before ordering.

• You changed your mind after downloading the file.
• You bought the wrong product by mistake and have already downloaded it. If you have not downloaded it, Section 2.2 applies instead — and if you have, contact support anyway; we will usually swap it for the right product even though we are not obliged to.
• You expected official support, official updates, official licence activation or the original author’s cloud services. These are never included in a PureGPL purchase. This is stated plainly on our GPL Licensing & Disclaimer page and in Section 3 of our Terms. If you need them, buy directly from the original author.
• An activation, licence check, API, template library or cloud feature belonging to the original author stops working. These are outside our control and are disclosed before purchase.
• The product is incompatible with your theme, another plugin, your PHP version, your hosting or your custom code, where the product itself works normally on a standard installation. We will help you diagnose it, but incompatibility with your particular setup is not a defect.
• You did not like the design, features or quality of a product that functions as described.
• You broke the product by modifying it, or by installing it on a site that was already broken.
• You have used up membership downloads. Downloads already taken under a membership are consumed and are not refundable.
• You never contacted support. We cannot refund a fault we were never told about.
• The request is made more than 30 days after purchase, unless the law requires otherwise or the fault was one we could not reasonably have discovered sooner.

How to request a refund

Open a ticket at puregpl.com/my-account/?tab=support, or email [email protected] from the address on your order, and include:

1. your order number and the email used at checkout;
2. the product name;
3. what went wrong, in your own words;
4. a screenshot or error message if there is one, and your PHP and WordPress versions if the issue is technical;
5. what you have already tried.

Requests raised through WhatsApp, social media or comments are not tracked and may be missed. Please use support or email so there is a record.

What happens after you ask

1. Within 24 hours — we acknowledge your ticket.
2. Within 48 hours — we either resolve the problem, or ask you for the specific information we need to.
3. If we cannot resolve it — we tell you so plainly and offer you a replacement product of equal value, store credit, or a refund. The choice is yours.
4. If your request falls outside this policy — we tell you why, in writing, with reference to the clause above. You can escalate to our Grievance Officer (Section 12).

Where a refund is approved, the product is removed from your download library and your licence to use any copy already downloaded from us ends.

How long a refund takes

• We initiate approved refunds within 3 business days of approval.
• Refunds are returned to the original payment method. We cannot refund to a different card, account or wallet.
• Your bank or payment provider then takes typically 5–10 business days to post the money to you, and sometimes longer for international cards. That part is outside our control.
• Currency conversion differences and any fees charged by your own bank are not refundable by us.

Memberships and cancellation

• Cancel any time. You can cancel a membership from your account area, or by contacting support. There is no cancellation fee and no notice period.
• Cancelling stops the next renewal. Your membership stays active until the end of the period you have already paid for, and you keep your download allowance until then.
• No pro-rata refunds for the unused part of a period you have already started, unless Section 2 applies.
• Renewal charges. If a renewal is charged after you cancelled, or without the notice we promised, we refund it in full — tell us and we will check.
• A membership with no downloads taken, cancelled within 24 hours of the charge, is refunded in full.
• When a membership ends, access to the download library and to updated versions ends. Files you already downloaded remain yours under the GPL.

Products removed after an author’s request

Every product page on PureGPL carries a report option, and when an original author or rights holder asks us to remove their product, we remove it promptly — see our Copyright & Takedown Policy. Removal applies to everyone, including existing customers.

If a product you bought is removed:

• and you had not yet downloaded it — you get a full refund automatically on request;
• and you had already downloaded it — the file stays on your computer and your GPL rights in the covered code are unaffected, but we can no longer host it, supply updates or support it. We will offer you a replacement product of equal value or store credit;
• and you are a member — removal of individual products does not entitle you to a membership refund, as our catalogue changes continuously.

Chargebacks — talk to us first

If something is wrong, please tell us. We would much rather refund you directly than fight a dispute.

Opening a chargeback or payment dispute before contacting us costs us fees and time on a problem we would usually have solved in a day. So:

• We ask that you raise a support ticket and give us 72 hours to respond before disputing a charge.
• Where a chargeback is raised without any prior contact, we will supply our transaction and download records to the payment provider and defend it.
• Accounts with a chargeback raised in bad faith — for example after fully downloading products — may be suspended, and future orders declined, under Section 21 of our Terms of Service.
• If you genuinely did not authorise a charge, tell your bank and tell us. We will help you resolve it.

Repeated or abusive refund requests

This policy is written to be generous to customers with real problems. It is not a free trial. Where an account shows a pattern of downloading products and then claiming refunds, we may decline further refunds, decline further orders, or close the account.

Your statutory rights

Nothing in this policy limits any right you have that cannot lawfully be excluded, including rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020 in India, or under consumer law applicable where you live. If any part of this policy conflicts with a right you have by law, that legal right applies.

Contact

• Support (fastest): puregpl.com/my-account/?tab=support
• Email: [email protected]
• Grievance Officer: Varun — [email protected]
• Postal: PureGPL, 15A, 4th Floor, CITY VISTA, Vadgaon Sheri, Pune City, Maharashtra 411014, India

We acknowledge every grievance within 48 hours and aim to resolve it within one month.