Support

Unfortunately, a refund cannot be provided for your subscription for the reasons explained in the Refund Policy which is an integral part of our Terms of Service. Our Refund Policy is in accordance with the European Union consumer protection Directive 2011/83/EU, see Chapter I, Article 16, paragraph (m) for the applicable exception from the right of withdrawal for intangible goods.

Before subscribing you explicitly indicated that you unreservedly agree to our Terms of Service. A link to the Terms of Service page was provided to you in the very short text next to the checkbox to dispel any doubts about the exact document you are agreeing with. The document is written in simple, non-legal English to facilitate comprehension in accordance with the EU consumer protection directive.

You accepted the Terms of Service so by checking a box that is always unchecked unless explicitly checked by you right before payment. You could not initiate payment unless checking the box. This satisfies the EU consumer protection directive's requirement for informed consent about the Terms of Service.

The Terms of Service explicitly state that you agree and understand that you waive your withdrawal right (i.e. waiving your right to a refund) as soon as you begin a download of our software or make a software support request. This plus the obligatory and default non-checked state of the checkbox satisfies the condition set forth by the EU consumer protection directive for the client to positively indicate that they have been informed about the actions which lead to immediate waiving of their right to withdrawal.

Furthermore, the EU consumer protection directive requires the vendor (us) to provide adequate information about the product to the consumer (you), including the software capabilities and requirements of the environment typically used to run the software. This requirement is satisfied with the information in our product pages, documentation and Compatiblity page. Moreover, most of our software has free of charge Core versions which you can freely use to evaluate the compatibility of our software with your server environment and the fitness for your particular needs. Finally, we provide free of charge pre-sales requests if you have questions not covered by the provided material.

We have already fulfilled the requirements of the EU consumer protection directive to protect the client (you). However, since you took actions that cause you to waive your right to withdrawal (as explained in the Terms of Service you accepted) we are unable to give you a refund. The actions that you took that caused your right to a refund to be waived are:

• Downloading Admin Tools Professional for Joomla 4 version 7.3.3 from the IP address 172.70.126.83 at 2023-05-12 19:23 EEST
• Downloading Akeeba Backup Professional for Joomla 4 version 9.6.0 from the IP address 172.70.126.82 at 2023-05-12 19:23 EEST

I'd like to explicitly state that this means that you are still a subscriber and you can still make use of the download and support services you subscribed to. If you'd like to share with us more specific details about what specific areas you'd like to see improved in our software or make any feature requests we will be more than happy to discuss them with you.

Thank you for your understanding.

Well, now that I had to take a very close look at your account I have noticed a number of red flags:

• Your email address is on a domain which does not exist.
• Your IP address has been changing on every request, within the same Class B network. This screams VPN.
• You claim to be from the USA but the way you compose your message is very distinctly the awkward phrasing of a native Farsi speaker. This tracks with your last name.
• You downloaded the software and waited exactly 14 days to submit a refund request. Not incidentally, this is the default cool-off period for online purchases (but not on our site, which you would have known had you read the ToS).

This is consistent with past scamming tactics we have seen the past 13 years.

I am afraid that I have to terminate your user account without a refund, per our Terms of Service.