Before contacting Gilisoft to apply for a refund, you need to first confirm whether your order meets the refund conditions.

Situations Not Eligible for Refund

1. Expired authorization or exhausted resources: The purchased authorization has expired, meaning the product has been used beyond the specified period. For some products sold in units of credits, hours, or characters, even if the subscription expiration date has not been reached, but the credits, hours, or characters have been used up; or the subscription has expired, even if there are still credits, hours, or characters remaining.
2. Exceeded purchase time limit: The purchase has exceeded 30 days from the date of the first payment. Some specific products only offer a 7 – day refund period, such as certain data recovery – related products due to the immediate nature of data recovery. If the product is a consumable, such as credits or credits, once consumed, even if it has not expired, a refund will not be supported.
3. Failure to meet product expectations: If you apply for a refund because the product fails to meet your expectations, Gilisoft encourages you to carefully read the product description and try the free trial version before making a final purchase decision.
4. Unauthorized payment: In case of unauthorized payment due to credit card fraud or other reasons. Since Gilisoft cooperates with independent payment platforms and cannot monitor the authorization during the payment process, if you suspect fraud or unauthorized payment, you are advised to contact your card – issuing institution.
5. Failure to receive confirmation email: Usually, after the order is confirmed, the system will automatically send a confirmation email within 1 hour. If the email is delayed due to network, system failures, spam settings, or email spelling errors, you should contact the Gilisoft support team in a timely manner instead of applying for a refund directly.
6. Purchased the wrong product and bought the correct one from another company: If you have purchased the wrong product and at the same time bought the correct product from another company.
7. Regional price differences: There may be price differences for Gilisoft products in different regions, and this situation does not constitute a reason for a refund.
8. Partial refund for sets: Gilisoft cooperates with third – party payment platforms and does not support partial refunds within an order. However, if you purchase the correct product separately within the warranty period of the purchased set, Gilisoft may refund the entire set.
9. Change of mind: The situation of simply “changing your mind” after purchase.
10. Refund request for renewal due to personal reasons: Refund requests for renewal orders due to personal reasons (such as “I didn’t know it was renewed” or “I no longer need it”). We will send you a notification email 15 days before the deduction date. Auto – subscription can be cancelled at any time before the deduction time.
11. Technical issues but non – cooperation in troubleshooting: In case of a refund request due to technical problems, but the customer refuses to cooperate with the Gilisoft support team in troubleshooting, refuses to provide detailed descriptions and information about the problem, or refuses to try the solutions provided by the support team.
12. Purchased from non – official channels: Products purchased from individuals, dealers, or online auction websites (such as eBay, Amazon Marketplace) and other non – Gilisoft official channels. Any Gilisoft product purchased from a non – Gilisoft official seller can only be returned to the seller where you bought the product and must follow the return policy of that seller (if any).
13. Special offer packages: The special offer packages we launched are not eligible for refund.

Situations Eligible for Refund

1. Unaware of additional services: If you have purchased additional services such as Extended Download Service (EDS), Registered Backup Service (RBS), or Download Insurance Service (collectively referred to as “additional services”) outside of the product purchase and were not aware that these services can be deleted. The refund only applies to the cost of the additional services.
2. Purchased the wrong product and placed the correct order: If you have purchased the wrong product but then placed the correct order with Gilisoft.
3. Duplicate or similar product purchases: Purchased the same product twice or purchased two products with similar functions.
4. Failure to receive confirmation email: If you have not received a confirmation email within 24 hours after purchase, still have not received it after contacting the Gilisoft support team, and have not received a timely response (within 24 hours) after contacting the support team.
5. Software technical issues: If the purchased software has terminal technical problems and no solution has been provided within 15 days. If you do not want to wait for future upgrades, Gilisoft will refund the purchase price.

Please note that once the refund is successful, the corresponding license will be deactivated, and you need to uninstall the software from your device.