Refund Policy

Introduction

This Refund Policy sets out the circumstances under which a refund may be issued for purchases made on solidshop.app, together with the process for submitting a request. It forms part of our Terms of Service.

The free core

The Solidshop core component is free, open-source software released under the GPL-3 licence. There is no charge for it, and consequently no refund applies. You are free to use, modify, and redistribute it under the terms of the GPL-3, without subscription or time limit.

14-day refund window

A refund may be requested within 14 calendar days of the original purchase date, provided the conditions in the Eligibility section below are met. Regrettably, we are unable to consider requests received after this window has closed.

Because our commercial extensions are distributed under the GPL-3 licence, the source code remains in your possession after download. For this reason, refunds are limited to genuine technical defects and material misdescription. We kindly ask that you contact our support team before submitting a refund request, so we have a fair opportunity to resolve the underlying issue.

Eligibility

A refund request is eligible when all of the following conditions are met:

• The request is submitted within 14 calendar days of the original purchase date.
• The purchase is a new extension licence — not a renewal or a multi-site upgrade (please see Renewals).
• You have first opened a support ticket at This email address is being protected from spambots. You need JavaScript enabled to view it. describing the issue, and our team has been given a reasonable opportunity to investigate and respond.
• The issue falls into one of the following categories:
  • The extension is materially non-functional on a supported, up-to-date Joomla installation, and our support team has been unable to resolve the issue.
  • The product’s description on solidshop.app was substantially misleading regarding a feature that motivated your purchase.
• The licence has not been transferred or resold to a third party.
• The request is submitted from the account that completed the purchase, or from an email address we can reasonably verify as belonging to the purchaser.

Eligible requests are approved without restocking or administrative fees.

Non-refundable circumstances

Refunds are not available in the following situations:

• Change of mind — the extension is functional and matches its description, but you have decided that you no longer need it.
• Accidental purchase — the order was completed in error and the licence key has already been issued or the extension downloaded.
• Insufficient opportunity for support — a refund cannot be considered until our support team has had a fair opportunity to investigate. This includes responding to clarifying questions and, where appropriate, providing temporary access so the issue can be reproduced.
• Third-party conflicts — incompatibilities with templates, plugins, modules, or hosting environments that are not listed as officially supported on the product page.
• Features that were not advertised — the extension does not include a capability that is not stated in the product description, changelog, or documentation.
• Licence renewals and upgrades — renewals are non-refundable; please see the Renewals section.
• Purchases older than 14 days from the original purchase date.
• Custom development work — hours already spent on bespoke customisation, integration, or installation services.
• Third-party fees — payment-processing or currency-conversion fees imposed by your bank or card issuer. These are outside our and Paddle’s control; the full purchase price is refunded where eligible.
• Promotional or complimentary licences issued at no cost as part of a campaign, event, or partnership.
• Misuse of the licence — where the licence has been used in breach of our Terms of Service or redistributed outside the rights granted by the GPL-3 licence.

How to request a refund

Processing time

Once a refund is approved, it is issued by Paddle to the original payment method used for the purchase. Typical processing times depend on that method:

Payment method	Typical processing time
Credit or debit card	3–10 business days to appear on your statement
PayPal	1–3 business days to your PayPal balance
SEPA direct debit / bank transfer	5–10 business days
Apple Pay / Google Pay	3–10 business days (returned to the underlying card)

Refunds are issued in the original purchase currency. If your bank converted the original charge, the amount you receive may differ slightly due to exchange-rate movement, which is outside our and Paddle’s control.

Renewals

Licence renewals are not billed automatically. At the end of your 12-month licence period, your extension continues to function but no longer receives updates or support. If you wish to continue receiving updates and support, you may purchase a renewal at any time from your account on solidshop.app.

As renewals are initiated by you as a deliberate purchase, they are non-refundable. The eligibility criteria set out in this policy apply only to new extension licences and do not extend to renewals or upgrades.

Chargebacks

As Paddle is the Merchant of Record, any chargeback raised with your bank or card issuer is filed against Paddle and processed through Paddle’s dispute system. We always prefer to resolve payment matters directly. Where a chargeback is initiated without first contacting us, we may:

• Provide Paddle with evidence of the purchase and this refund policy in response to the dispute.
• Suspend the associated account and deactivate any active licences.
• Decline future purchases from the account.

We respectfully ask that you contact us before filing a chargeback. The vast majority of refund requests are resolved by email within a few days, which is faster and simpler than a chargeback for both parties.

Your consumer rights

This policy operates alongside any statutory rights you may have under applicable consumer-protection law and does not seek to restrict them.

Consumers in the European Union and United Kingdom are generally entitled to a statutory right of withdrawal from a digital-content purchase within 14 days. Under both the EU Consumer Rights Directive and equivalent UK legislation, this right typically ceases once the supply of digital content has begun with your express prior consent and acknowledgement that the right of withdrawal will, as a result, be lost. By completing the purchase and accessing the download link or licence key, this consent is deemed to have been given. Where statutory rights apply notwithstanding the above, nothing in this policy is intended to limit them.

Changes to this policy

This policy may be updated from time to time. Any change applies only to purchases made after the update date. Purchases made under a previous version of this policy remain governed by the version in force at the time of that purchase.

Contact us

For refund requests and any other enquiries, please email This email address is being protected from spambots. You need JavaScript enabled to view it..