legal
Refund policy
If the gallery is not what you wanted, say so within 14 days and you get your money back. No justification required and no argument about it.
Last updated
The policy, in one paragraph
You can have a full refund within 14 days of buying, for any reason or none. Ask, and it is refunded to the card or account you paid with. We do not ask you to justify it, we do not offer you a discount instead, and we do not make you talk to somebody first.
Before you buy at all, there is a 30-day free trial that runs before you pay anything, with every feature switched on. It is there precisely so that a refund is rarely the thing you need — you can judge the program on your own photographs first.
How to ask
There are two routes, and both work:
- Through us. Use the support form, or email support@firelet.media. Tell us the address you bought with; you do not need your order number, though it is quicker if you have it.
- Through Paddle. Paddle is the merchant of record for this site — it is Paddle's name on your statement and Paddle's receipt in your inbox — so it can process a refund directly. Reply to your receipt email, or use paddle.net, which looks up your purchase from the email address you bought with.
Either way the money goes back to the original payment method. How long it then takes to appear is your bank's business rather than ours — usually a few working days, occasionally up to ten.
After 14 days
The licence is perpetual and the program keeps working whether or not you ever pay us again, so there is nothing to cancel and nothing that lapses. That is also why the window is a window: it is not a trial period for something you are still paying for.
Past 14 days we will still refund a purchase that went wrong — a duplicate charge, a purchase somebody made twice by accident, a key that never arrived, or a defect we cannot fix for you. Ask. The 14 days are the point past which a refund stops being automatic, not the point past which we stop being reasonable.
Updates windows
An updates window bought alongside the gallery, or later from your account, is covered by the same 14 days on the same terms. Refunding a window you have already drawn releases from ends the entitlement to further ones; builds you already downloaded inside it remain yours, as they do whenever a window ends.
What a refund does to your licence
It ends it. The key is revoked and the program returns to its trial state at the next check — within about a month, or immediately if you release the seat yourself. Nothing is deleted from your machine: your pictures are untouched, as they are at every other moment, and the index the gallery built beside itself stays where it is.
Chargebacks
If something has gone wrong, ask us or ask Paddle first — it is faster than a chargeback and it does not put the account in dispute while the bank takes its weeks. We would rather refund you in an afternoon.
Your statutory rights
Nothing here reduces the rights the law gives you where you live, including any right to cancel a distance purchase and any remedy for goods that are not as described. Where your local law is more generous than this page, your local law is what applies.
Questions
Anything unclear, ask on the contact page before you buy rather than after. We would rather answer a question than process a refund.