Refunds
The free edition exists so you can find out whether you like the plugin before paying anything. Install Lite, use it for a fortnight, and you will know. Pro adds reports on top of the same software - so if you have run Lite, there should be very few surprises.
Even so, sometimes it is not what you needed. Then you should have your money back.
The policy
Refund window still to be decided - this is where the number of days goes.
Ask within that period and you get a full refund, no questionnaire and no attempt to talk you out of it. Tell me what went wrong if you have a minute, because it is usually the most useful feedback I get, but it is not a condition.
Your statutory rights
If you are a consumer in the UK or the EU, you normally have 14 days to cancel a distance purchase. Digital downloads are an exception: that right ends once you agree to immediate delivery and acknowledge losing it, which is what you consent to at checkout in order to get your licence key straight away.
The policy above is offered on top of that, and is not affected by it. If a refund is owed to you by law, you get it regardless of what this page says.
How to ask
Email support@honest-analytics.com with the email address you bought with, or reply to your receipt. Your order is also in your account, if it is easier to start from there.
Ask me and I arrange it. The money goes back through Onelink to your original payment method, typically within five to ten working days depending on your bank. You deal with me rather than with a portal, and I do not ask you to justify it twice.
What happens to the licence
It is deactivated, and the Pro build stops being licensed for use on your sites. Your analytics data is untouched - it lives in your own database, and Lite will carry on reading and writing the same tables. You lose the Pro reports, not the history behind them.
Where a refund may not apply
- Requests made after the refund window has closed.
- Purchases where the key has been shared or used well beyond the sites it was bought for.
- Chargebacks raised without contacting me first. Email me - it is faster than your bank and I would rather sort it out directly.
If a bug is the reason
Give me a chance to fix it before asking for the money back. Most "it doesn't work" reports turn out to be caching or cron, both of which are documented and both of which I can usually sort out in one email. If I can't fix it, the refund stands regardless of how long the attempt took - I am not going to run the clock out on you.