This policy explains when refunds may be considered and when they may be refused. Because Eggy products are digital software downloads, refund rights may be affected once access or download has started.
1Digital product nature
Eggy products are usually delivered as digital ZIP downloads through secure customer accounts. Digital products can be copied after delivery, so refund handling is different from physical goods.
2Instant access acknowledgement
At checkout, customers may be asked to confirm immediate digital access and acknowledge that cancellation rights may be affected once digital content is delivered or downloaded.
3When refunds may be considered
Refunds may be considered for duplicate payments, accidental duplicate orders, payment errors, inability to access a purchased download where Eggy cannot reasonably resolve the issue, or other cases required by law.
4When refunds may be refused
Refunds may be refused where the product has been downloaded or accessed, the customer changed their mind after digital access, the issue is caused by unsupported hosting, the customer modified files, the product was used, or licence terms were breached.
5Support-first process
Customers should contact support before requesting a refund for technical issues. Many installation, permission, database or server configuration issues can be resolved through the Wiki or support guidance.
6Wrong product purchases
If the wrong product or edition was purchased, contact support promptly before downloading. Where no digital access has occurred, we may be able to help with cancellation, exchange or manual review.
7Custom work and services
Custom development, custom installation, bespoke configuration, support labour or special services may have separate refund rules and may be non-refundable once work has started.
8Chargebacks and disputes
Opening a chargeback without contacting support first may pause downloads, licences and support access while the payment dispute is reviewed. Fraudulent or abusive disputes may lead to refusal of future orders.
9Processing refunds
Approved refunds are normally sent back to the original payment method where possible. Payment providers may take additional time to process refunds. Provider fees, currency conversion and bank times are outside Eggy’s control.
10Legal rights
Nothing in this policy is intended to remove rights that cannot legally be excluded.
These legal documents are business templates prepared for the Eggy website and should be reviewed by a qualified legal professional before final commercial reliance.
Questions about this document?
Use the Eggy support page for questions about orders, downloads, accounts, support or document navigation.
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