Refund Policy
Refund Policy
DataFirefly Limited wants every purchase to be a positive experience. If you encounter an issue with one of our modules, we will do everything possible to resolve it. This policy sets out the conditions under which a refund may be granted.
1. Refund Period
DataFirefly Limited offers a 30-day money-back guarantee from the date of purchase. Requests submitted after this period cannot be accepted.
2. Eligibility Conditions
A refund may be granted if:
- The module does not function as described in the product listing and official documentation;
- DataFirefly Limited is unable to resolve the identified malfunction after intervention by our technical team.
In order for our team to intervene, the customer must provide server access (FTP/SFTP or SSH access) as well as back-office admin credentials. Without this access, no refund request can be processed.
3. Cases Not Covered
Refunds do not apply in the following cases:
- Features not included in the purchased version or requests for additional development;
- Conflicts with other modules, plugins or third-party software not developed by DataFirefly Limited;
- Incompatibility with a custom theme or template — in this case, provide us with server access and we will ensure our module is fully compatible with your environment;
- Installation, customisation or consultancy services;
- Requests submitted after the 30-day period;
- Breach of licence terms (use on multiple stores, redistribution, etc.).
4. How to Request a Refund
To submit a refund request, send an email to contact@datafirefly.com including:
- Your order number;
- The module concerned;
- A precise description of the issue encountered;
- Server access details to allow our team to investigate.
Our team will acknowledge your request within 24 hours (business days) and will endeavour to resolve the issue before processing any refund. If no solution can be found, the refund will be issued within 5 business days via the same payment method used at the time of purchase.
5. File Deletion
In the event of an approved refund, the customer agrees to permanently delete all module files from their server and any environment (production, staging, development). Written confirmation by email to contact@datafirefly.com is required. Failure to comply constitutes a breach of licence and may result in legal action.
6. Store Credit Option
If you prefer, instead of a monetary refund, you may opt for a store credit equal in value to your purchase amount. This credit can be used immediately on any other module or service offered by DataFirefly Limited, with no expiry date.
This option is often faster and allows you to choose another module better suited to your needs.
7. Our Commitment
Customer satisfaction is our priority. Before considering a refund, our team will make every effort to find a technical solution suited to your situation. Do not hesitate to contact us — we are available Monday to Friday, 9:00 to 18:00 (CET), and we respond in all our support languages: English, French, Spanish and German.
Last updated: May 2026