dr.fone Support Center

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What is your policy on refunds?

Last Revised: 2016-12-06 17:32:41

Wondershare values every customer and works hard to provide customers with an enjoyable experience using Wondershare products and services.

Most Wondershare software offers a free trial version, so customers can 'test-drive' before deciding to purchase. These trial versions have no functional limitation, only a watermark appearing on the finished media or a use limit. All this helps customers make an informed purchase decision and avoid buying the wrong product for their needs.

1. Money Back Guarantee for most products other than Sim Unlock Service

It's because of this 'try-before-you-buy' system that Wondershare provides a 30-day Money Back Guarantee for most products. Refunds will be approved within this guarantee only under the accepted circumstances below. If a purchase should exceed the product's specified money-back-guarantee period, no refund will be given.

Tip: The following products are provided up to 60-day money back guarantee.
Fantashow 1.2, Fantashow 2.0.0, Style Packs, DVD Slideshow Builder Deluxe, DVD Slideshow Builder Standard, PPT2Video Pro, PPT2DVD Pro, QuizCreator, PowerSuite Golden 2012, LiveBoot 2012, WinSuite 2012, 1-Click PC Care.

Circumstances of No Refund

With products featuring up to a 30-day Money Back Guarantee, Wondershare generally does not refund or exchange products in the following situations:

Non-technical Circumstances

1) Failure to read the product description before purchasing and thus resulting in dissatisfaction with the product's functioned and/or results. It is highly recommended that every customer read the product description and try the free trial version before making their final purchase decision.

Wondershare does not refund software if products fail to meet customer's needs due to a lack of understanding by the customer, of the products functions and capabilities. However, Wondershare can exchange the purchased product for the correct product outright, providing the price difference between products does not exceed USD $20, within the guarantee period. If the purchased product is exchanged for a correct product of lower price, Wondershare will not refund the price difference.

2) A customer refund request on complaint of credit card fraud/other unauthorized payment. Wondershare recommends the customer contacts the card issuer if there is any suspicion of fraud or unauthorized payment. As Wondershare cooperates with an independent payment platform, it's impossible to monitor authorization during payment. Once an order is processed and fulfilled, it can't be cancelled. However, Wondershare will exchange the purchased product for one the customer would like.

3) A refund request claiming the failure to receive registration code within two hours of the order having been successful. Ordinarily, once an order has been validated, Wondershare's system will automatically send a registration e-mail within 1 hour. However, sometimes the arrival of this registration e-mail can be delayed, due to delays caused by internet or system glitches, email spam settings, email typo, etc. In this case, customers should visit the Wondershare Support Center to retrieve it, or contact customer service via Live Chat —all queries will be responded to within 24hrs.

4) Purchase of a wrong product, which has already been followed by the purchase the correct product from another company.

5) Wondershare Product price differences between different regions or price differences between Wondershare and other companies.

6) A refund request for part of a bundle. Wondershare cooperates with a third party payment platform which does not support any partial refund within an order; whereas, Wondershare may refund the whole bundle after the customer has purchased the correct product separately within the purchased bundle's guarantee period.

7) A customer has a 'change of mind' after purchase.

Technical Circumstances

1) A refund request due to technical trouble, with the customer refusing to cooperate with the Wondershare support team in attempts at troubleshooting by declining to provide detailed descriptions and information regarding the problem, or refusing to try to apply the solutions provided by the Wondershare support team.

2) A refund request for technical problems after the software has been updated, if the order exceeds 30 days.

3) With regard to the software Wondershare Dr.Fone for iOS, transferring the recovered data back to device is a value-added function. Its failure is not eligible for a refund. We provide technical support though.

Accepted Circumstances

Wondershare offers refunds for the following circumstances within the guidelines of its Money Back Guarantee.

Non-technical Circumstances

1) Purchase of Extended Download Service (EDS), Registration Backup Service (RBS) or Download Insurance Service outside of product purchase, without knowing that they can be removed. In this case, we will help you contact payment platform to refund the cost of them.

2) Purchase of a 'wrong product'. In this case, Wondershare will refund the price of the wrong product for you if you have no need for it. We will also assist you in purchasing the correct product from our website.

3) Purchase of the same product twice or purchase of two products with similar functions. In this case, Wondershare will refund one of the products for you, or swap one program for another Wondershare product.

4) The customer does not receive their registration code within 24 hours of purchase, has failed to retrieve the registration code from the Wondershare Support Center, and has not received a timely response (within 24 hours) from the Wondershare Support Team after making contact. In this case, Wondershare will refund the customer's order if they have no need of the product in future.

5) If following a technical fault the user purchased a different software product from another company to finish their task. Under these circumstances we can arrange to exchange the product or provide a full refund.

Technical Problems

Software purchased has terminal technical problems, and no solution has been provided within 30 days. In this case, Wondershare will refund the purchase price if the customer doesn't want to wait for a future upgrade.

Once a refund is issued, the corresponding license will be deactivated. Please:

Download Version: Uninstall the software and remove it from your computer.
Disc Version: Destroy the disc, then uninstall the software from your computer.

2. Money Back Guarantee for Sim Unlock Service

For some special product such as Sim Unlock Service, different refund policy will be applied.

For Sim Unlock Service, Wondershare will refund your request in the following cases.

1) The unlocking code does not exist:
If the unlocking code for your phone is not available and none of the cases detailed in section ii (subsections a, b, c, and d) apply, Wondershare will refund your request.
2) Incorrect unlocking code and/or instructions:
Video proof will be required if the unlocking code does not work. The client must send an uncut video dialling *#06# to display the IMEI on the phone and typing the unlocking code provided by Sim Unlock Service. The image must be sharp enough to show the keys, display screen texts clearly and should show the phone at all times
3) The video helps Sim Unlock Service detect errors during the unlocking process:
In these cases, Sim Unlock Service will contact the customer via e-mail to solve the problem. Otherwise, if the unlocking code is incorrect, Sim Unlock Service will request a second code free of charge or issue a refund if none of the cases detailed in section ii (subsections a, b, c and d) apply (ii).

For Sim Unlock Service, Wondershare will not refund your request in the following cases.

1) Blacklisted, phone reported blocked
These phones will remain inoperable despite any attempt to unlock them. If you have found or bought a phone from a stranger, make sure it has not been blacklisted/reported or blocked before requesting an unlocking code. Wondershare will not issue refunds for such phones.
2) Unlocking attempts exhausted
Some phones have limited unlocking attempts. Once exhausted, unlocking the phone via IMEI will not be possible unless the counter is reset. This reset is not always possible for some phones. We urge our customers to contact Sim Unlock Service before exhausting unlocking attempts in an effort to find alternative solutions. Wondershare will not issue refunds if the phone has exhausted its unlocking attempts but will attempt to help solve the problem.
3) Free/unlocked phones
Sim Unlock Service cannot check whether a phone is free or has been previously unlocked. We urge our customers to perform this check before making a request since we will not refund requests of free or previously unlocked phones.
4) Placing request with wrong information
Requests with wrong IMEI number, serial number, make, model, provider, e-mail address or service selected (Device Unlock, Premium, Worldwide etc.) will not be refunded. Please check the details of your request before checkout.
5) Software and/or hardware modifications
Any sort of modification to the original software and/or hardware settings of the phone that might interfere with the functioning of the unlocking code and instructions supplied by Sim Unlock Service.

Refunds will be processed within 2-3 working days.

Wondershare will issue refunds either to the credit card, bank or PayPal account used in the purchase, or as Sim Unlock Service 'Credits'. Depending on the user's bank situation, refunds may take 48 to 72 hours to be credited.

Refunds in credit will grant the user "Credits" that can be used in future purchases at Sim Unlock Service, thus avoiding transfer and banking fees. Credits granted as a refund do not have an expiration date.

Bank transfer refunds may only be made to accounts held at institutions from Spain or Mexico. We will not issue international transfers, since this payment method is only available in these two countries. If the customer wishes, and accepts the transfer fees, an account from a different country may be selected; however, we will only be able to transfer the funds to an account in Spain or Mexico. We recommend selecting a different payment method for international transactions: credit card, PayPal, DineroMail etc.

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