Hi there,

We at Kreatura believe that customer satisfaction and transparency matters. We strive to ensure a great experience by treating our customers fairly and humanely. We understand that making mistakes is what makes us human. Thus, even if you are not eligible for a refund, we encourage you to try and ask.

The following policy outlines what you can expect in the usual cases. These are based on consumer protection laws and act as a baseline. Please keep in mind that special cases may apply based on your country of residence and other factors.

If you have further questions or would like to provide feedback and share your thoughts, you can do so on our Contact page.

Refund is guaranteed

Reason	Explanation
Product is not as described	We’re always taking special attention when it comes to the information we display on our websites and in other product-related assets. We understand that an inaccurate, inconsistent or not up-to-date information can genuinely affect your intended use case. Thus refunds are always given if you are affected by such a mistake on our part.
Product does not work the way it should	If an issue in the product prevents you to use it the way you intended and cannot easily be fixed you are entitled to a refund. Please allow us a reasonable amount of time while we try to help and resolve this. We release updates regularly and we will do our best to fix any issue as soon as possible.
Product has a security vulnerability	If the product contains a security vulnerability and cannot easily be fixed you are entitled to a refund. We take security very seriously. Releasing security patches is our highest priority. We strive to partner anyone in the industry and release a patch before reports go public. If we are not able to release a patch in an appropriate timeframe then you are entitled to a refund.
Fraudulent purchases	In case of a suspected fraudulent purchase we will involve FastSpring, the payment processor we use, to investigate and be the sole judge in your case. Confirmed fraudulent purchases will always be refunded.
Unused purchase	If you have not downloaded the purchased product nor used its license key within 1 month from the date of purchase, you are eligible for refund.
Unused support extension	If you request a refund of a purchased support extension before your existing support period expires you are entitled to a refund of that support extension.

Refund likely be given

Reason	Explanation
Unused or accidental purchase	Accidentally purchased the wrong product? Purchased more licenses than you wanted? Or never used your purchase? Refund is guaranteed in all these and similar cases if you have not downloaded the purchased product nor used its license key within 1 month from the date of purchase. However, even if your case is outside of these parameters a refund is still likely be given if your claim seems genuine. We evaluate each case separately and we make a decision based on all available information.
Purchased the wrong version	We cannot change completed orders and charge the difference. However, we can guarantee to refund 100% of your money if you make a new order – within a reasonable amount of time – with the version you originally intended to purchase.

Refund may not be given

We are committed to treating our customers fairly and humanely. We try to understand context and circumstances, thus we might offer a refund even if you are not eligible. In general, however, we are not promising to provide a refund in situations like the following:

• you want to apply special deals retroactively;
• you don’t want the product after you’ve used it;
• the product did not meet your expectations;
• you simply change your mind;
• you do not have sufficient expertise to use the product;
• you encounter an issue caused by a 3rd party;
• you ask for goodwill;

License bundles & partial refunds

We are unable to provide partial refunds for “multi-site” license bundles. Since these bundles usually include significant discounts applied on the unit price, partial refunds would make way to abuse our pricing and policies. We can, however, swap your order with another, or proceed with a full refund if you’re eligible.

Subscriptions & renewals

Subscription transactions are handled the same as one-time purchases. However, we are unable to provide partial refunds for the remaining time of subscriptions in case of early termination. In situations where renewal charges have been incurred due to an oversight in cancellation, we make efforts to initiate refunds. The approval of such refunds depends on several factors, with the timing of the refund request being a key consideration. Refund requests initiated within a week of the renewal charge are generally eligible.

Payment and order issues

If you are experiencing an issue with your payment or order, please get in touch with us by filling out the form on the Contact Us page. Our support staff will gladly help you resolve issues like not receiving your order and other cases not covered by this policy.

Upon receiving a refund

After we’ve approved your refund request, it usually takes 4-5 business days for the translation to complete. Please note that in rare cases it might take up to 10 business days for the amount to show up in your bank statement.

Upon receiving a refund, your license key will be disabled and you shall cease all use and delete all downloaded product files and related materials from the End Product for which you no longer posses a valid license.

Third Parties

You may receive LayerSlider “in-stock” as part of a WordPress theme or by other means in third party products. We do not receive monetary gain after these kinds of sales and refunds are solely handled by the appropriate party.

Escalation and resolving disputes

If you are not satisfied with our decision and insist to receive a refund, you can ask to escalate your case and someone from higher management will re-evaluate your request. We will make a decision based on all available information and you agree that our decision is final.

If you still believe that our decision infringes your rights to be refunded, you can contact FastSpring directly. FastSpring is the eCommerce solution we use to handle payments, and they can investigate your claim as an independent and unbiased party. Please note, FastSpring will likely be able to help only if there is a legal basis to your request in your county of residence.