Refund and Technical Support Policy

1. The 48-hour connection check — what we do guarantee

When you buy, you get 48 hours to install the plugin, paste your licence key, and confirm that your website actually connects to our service.

If it will not connect, tell us inside those 48 hours: open a case on the Support page in your account (https://www.wphandover.app/support). We will investigate. If we cannot get it working, you get a full refund.

We can see this from our side. Every activation attempt, every successful connection and every request your site makes is recorded, so whether it ever connected is a matter of record rather than a matter of argument. You do not have to prove anything to us.

This is our own commercial promise, and 48 hours is its window. It is not the limit of your legal rights — those are in sections 4 and 5 and have their own, longer timescales.

2. Faults on our side — refundable whenever they surface

If the service cannot be made to work because of a verified fault in our plugin, our infrastructure, our account provisioning, or our connection to the APIs we rely on, you get your money back. There is no time limit on that.

The 48-hour window in section 1 is about getting connected in the first place. A fault of ours that appears in month three is still a fault of ours.

We will tell you what we found, in plain language, whether or not we approve a refund.

3. No 14-day money-back guarantee, and no free trial

We do not offer a 14-day money-back guarantee. We do not offer a free trial or a trial period. If you change your mind about the purchase for reasons unrelated to the service working, we are not obliged to refund you, and usually will not.

What you get instead is section 1: 48 hours to establish that it works, backed by a refund if it does not.

This is a commercial choice about what we offer voluntarily. It is not a statement about your legal rights, and it does not reduce them. Those are next.

4. Your statutory rights, which are not a guarantee we are offering

The law gives you rights as a consumer whatever our policy says. They include the right to a service that conforms to what was described, the right to have faults repaired or the price reduced, and — in some circumstances — a statutory right of withdrawal.

These are rights granted by the legislator, not a money-back guarantee offered by us. They come with legal conditions, they are assessed case by case, and section 5 explains how the withdrawal one is affected by asking us to start immediately.

We will never ask you to waive a statutory right, and no box at our checkout does so. Where we cannot lawfully exclude something, we do not try to. We are required to tell you these rights exist, and telling you is what this section is for.

5. How the statutory right of withdrawal may apply

As a consumer in the EEA you normally have 14 days to withdraw from a distance contract without giving a reason. Read the rest of this section before treating that as a 14-day refund window, because for this product it usually is not one.

WPHandover is supplied as a digital service, and at checkout you expressly ask us to begin immediately. That request is what lets us give you access straight away instead of making you wait out the period. It does not take the right away: if you withdraw, you pay an amount proportionate to what was supplied up to that point, and the rest is returned. So it is not a route to a full refund after using the product, and it is not a trap either.

If you are not sure whether this applies to you, write to us and ask. We would rather explain it than argue about it later, and where it is genuinely unclear we decide in your favour.

6. Reporting a technical problem

If the service will not connect or will not work, report it from the Support page in your account (https://www.wphandover.app/support). Your case arrives with your order attached, so you never have to prove who you are before we can start.

Report connection problems within 48 hours of purchase or of your first attempt to activate. That window is what section 1 guarantees, and it is also when our logs are freshest, so an early report is the one we can act on fastest.

Reporting after 48 hours does not end the matter. You lose the automatic connection guarantee in section 1, but a verified fault of ours is still refundable under section 2, and your statutory rights in sections 4 and 5 are untouched by any deadline of ours.

You will get a case number, and we will keep a record of every status change on that case.

7. What we ask from you

To investigate a technical problem we need to be able to see what is happening. We ask you to:

• tell us the website address and what you did before it failed
• run the connection check in the plugin and send us the report, if you are willing — secrets are removed from it automatically
• try the reasonable troubleshooting steps we suggest, and tell us what happened
• reply to our questions within a reasonable time

8. Unsupported environments and third-party conflicts

WPHandover supports WordPress 6.4 or newer on PHP 8.0 or newer, served over HTTPS, with the WordPress REST API reachable.

Problems caused by an unsupported hosting environment, by other software on your site, by configuration you control, by permissions being revoked, by changes you made, or by not following reasonable troubleshooting instructions do not automatically qualify for a voluntary refund.

They may still give you rights under the law — for example if what you were sold was not fit for its described purpose. We assess that separately and on its merits.

9. What we look at in a refund review

A person decides every refund. Our systems assemble the evidence and suggest a reading; they never decide, and a suggestion is never a reason on its own.

The first question is always the simple one from section 1: did your site ever connect, and did you tell us inside 48 hours. If the answer is "no, and yes", the rest of this list rarely matters.

What is looked at:

• whether the site connected, and when it was first reported — the 48-hour check
• when you bought, and whether the statutory withdrawal period is still open
• what you agreed to at checkout, and which policy versions applied
• whether the licence was activated, and whether it ever connected
• whether any request or operation completed successfully
• how many credits were used, and what third-party cost that incurred
• the diagnostic results and what they point at
• the history of your support case
• any earlier refunds or payment disputes

10. Cancelling

Cancelling is not the same as asking for money back, and you never have to ask for a refund in order to stop using WPHandover.

WPHandover is a one-time purchase. There is no subscription and no renewal, so there is nothing to cancel and nothing will ever be charged again unless you buy something else.

You can ask us to end your access, to export your data, or to delete your account at any time. If you ask us to close your account we will tell you what happens to your credits before anything is removed.

11. Credits you have not used

Credits are bought to be spent. We do not buy them back, and there is no general refund of an unused balance — but they never expire, so using them later is always open to you. Closing your account is not a deadline: tell us and we will keep the balance available.

One exception, and it is a legal one rather than a favour. Each credit top-up is its own purchase with its own statutory withdrawal period. If you withdraw from a top-up within that period, the part you have not spent is refunded proportionately. Credits you have already spent bought a service that was delivered, so those are not refunded.

We can see exactly how many credits an account has spent and has left, so working out the unspent part is arithmetic rather than an argument.

12. How approved refunds are paid

Refunds are sent through the same payment method you used, by our payment provider. We do not ask for bank details by email.

We aim to decide within 5 working days of having what we need, and to send an approved refund within 14 days of that decision. How quickly it appears after that is up to your bank or card issuer.

To be clear, because the same number appears elsewhere on this page: those 14 days are how long we may take to pay you once a refund is approved. They are not a 14-day window in which you may ask for one. We do not offer such a window — see section 3.

13. Contact

Support: https://www.wphandover.app/support — open a case from your account and you get a case number and a written record of every step.

Address: Awaren, Marineblauw 84, 2718 KB Zoetermeer

Chamber of Commerce: 74420275

VAT: NL002833715B72

If we cannot resolve a dispute, you may use the European Commission's online dispute resolution platform, or contact your national consumer authority.

14. Version

Version 2026-08-02.5, effective 2026-08-02.

The version that applies to your purchase is the one in force when you bought, and it is stored with your order. You can read it on your order confirmation page.