The products that authors sell on the platform are digital goods and cannot be "returned", so entitlement to a refund is designed with this in mind. Of course, in addition to these rules, each country has its own laws surrounding refunds, and these local laws are not excluded if they apply to you.
Before you ask for a refund
If you have purchased an item and you are experiencing a technical issue with the item we recommend that you contact the author of that item and seek assistance. Often they’ll be able to help to troubleshoot your problem.
Reasons when a customer can ask for refunds from authors
We understand, however, that sometimes the author may not be able to solve your issue or there may be circumstances in which a refund is warranted. In this case, here are the circumstances in which we would expect an author to provide you with a refund:
- Item is not as described or the item doesn't work the way it should
- Item has a security vulnerability
- Item support is promised but not provided
Item is not as described or the item doesn't work the way it should
If an item doesn’t work the way it should then the author is required to promptly fix the issue by updating the item. An item is "not as described" if it is materially different from the item description or preview. If the issue can’t be fixed or it turns out that the item is “not as described” then a customer would be entitled to a refund from the author.
Item has a security vulnerability
If an item contains a security vulnerability and can't easily be fixed a customer would be entitled to a refund from the author. If the item can be fixed, then the author should do so promptly by updating the item. If the item contains a security vulnerability that is not patched in an appropriate timeframe then we would expect the author to provide a refund for the item.
Item support is promised but not provided
If an author advertises their item as including item support, the customer has a current support entitlement, and if for a customer are not provided that support in accordance with the item support policy the author should provide to the customer a refund.
Refund Disputes - asking LifeInSYS to help
If a customer and an author can't come to an agreement about a refund, the customer can raise a dispute and have LifeInSYS investigate the matter, to open disputes customer must submit a request to LifeInSYS support team. We may ask a customer and author to provide supporting documentation or evidence. Any refund issued by LifeInSYS is entirely discretionary. We will make a decision based on all available information, also the customer and author agree that our decision is final.
Neither LifeInSYS nor authors are obliged to give policy refunds in any of the situations listed below.
- You don't want it after you've downloaded it
- The item did not meet your expectations or you feel the item is of low quality
- You simply change your mind
- You bought an item by mistake
- You do not have sufficient expertise to use the item
- You claim that you are entitled to a refund but do not provide sufficient information as to why you are entitled to a refund
- You can no longer access the item because it has been removed or the author who previously provided the item is no longer active on our platform (we advise you to download items as soon as you have purchased them to avoid this situation).
Version 1.1: Effective date: December 1, 2019.