Refund Policy

1. Initial File It license

An initial File It license may be eligible for a full refund only when all of the following are true:

• the request reaches us within three calendar days after the successful payment timestamp shown in the order record;
• neither the purchaser nor anyone using the account has downloaded a File It installer, release, or protected artifact;
• the license has never been activated and no activation has been registered to a server;
• the payment has not been disputed, reversed, refunded, or identified as fraudulent; and
• the request includes enough information to verify the purchasing organization and original payment.

The purchase becomes final and non-refundable immediately upon the first download or activation, whichever occurs first. If neither occurs, it becomes final after the three-calendar-day period. Merely not installing, not using, losing access to the purchasing email, changing your mind, discovering an incompatible internal preference, or failing to prepare the required server environment does not extend the period.

2. Why download and activation matter

File It grants permanent local-use rights and distributes protected software and licensing material. Once an eligible release is downloaded or a license is activated, those benefits cannot be reliably returned. We therefore treat download or activation as acceptance and delivery of the non-returnable digital product, subject to rights that applicable law does not allow the parties to waive.

3. Support renewals and reinstatement

A support renewal or reinstatement payment may be eligible for cancellation within three calendar days only if the renewed coverage has not begun, no release made eligible by that transaction has been downloaded, and no support benefit has been requested or provided under the renewed period. Once renewed coverage begins or a covered benefit is used, the renewal and any reinstatement fee are non-refundable. Remaining time on an existing coverage period is not lost when an early renewal is purchased during the permitted renewal window.

4. Cloud and recurring services

File It Cloud enrollment is not currently open. Before launch, the applicable order will state billing frequency, usage measurement, cancellation method, effective cancellation date, and whether credits are available for outages. Unless an order expressly says otherwise, cancellation stops future renewals but does not create a refund for storage, infrastructure, or service already provided during the current billing period. Any legally required renewal reminder, cancellation mechanism, or prorated remedy will control.

5. Promotions, taxes, and financing

Refund eligibility is based on the amount actually paid after a promotion. A refunded order does not restore a single-use or capacity-limited promotion unless we approve it. We refund taxes collected on the refunded amount when required and supported by the transaction record. Stripe, a card issuer, Affirm, Klarna, or another financing provider may take additional time to post the credit and may apply its own financing or interest terms. We cannot refund third-party interest or fees we did not receive, except where law requires otherwise.

6. Duplicate or incorrect charges

Contact us promptly about a duplicate charge, an amount different from the checkout authorization, or a payment you do not recognize. Verified duplicate or processing errors will be corrected independently of the ordinary eligibility rules. Unauthorized-payment reports may require us to secure the account and place associated licenses or online services into payment review while we investigate.

7. How to request a refund

Email support@file-it.com from the purchasing or verified recovery address with the organization name, order email, approximate purchase time, and reason for the request. Do not send complete card numbers, bank credentials, passwords, activation codes, or client documents. The request time is when our mail system receives the message, not when we respond.

If approved, refunds are returned to the original payment method when possible. Processing and posting time depends on Stripe, the payment method, and the financial institution. A refund does not become cash, a check, or credit for another customer unless we agree in writing.

8. Chargebacks

Please contact us first so we can investigate. A chargeback is not an alternative refund process and may place the affected order, license, downloads, updates, support, activation, or Cloud service into payment or fraud review. We may provide the payment processor with relevant checkout acceptance, download, activation, account, communication, and fulfillment records to respond to a dispute.

9. Non-waivable rights

This Policy does not limit a refund, cancellation, warranty, or other remedy that applicable law makes non-waivable. The federal Cooling-Off Rule generally concerns certain sales made at a home or other temporary location; our voluntary three-day policy does not represent that every online business-software purchase has a statutory cooling-off period. If a law gives you a greater right, that law controls.

10. Related terms

This Policy is incorporated into the Terms of Service. Our handling of refund and payment information is described in the Privacy Notice.