Exchange and refund policy

We sell software licences, delivered digitally and immediately. That changes how refunds work compared with a physical product, so here is the detail of what can be asked for and within what time.

1. Refund for a product that doesn't work

If the product doesn't work as described and we can't fix it, we refund what you paid. Write to us within seven (7) calendar days of the licence being delivered, describing the problem.

Before refunding we try to fix it: most cases are installation or compatibility issues and are solved the same day. If it isn't solved, the refund goes ahead.

2. Refund for a mistaken purchase

If you bought the wrong plan — another product, another number of devices, another term — tell us within seven (7) calendar days. If the licence hasn't been activated yet, we swap it for the right one: you pay the difference or we refund it, whichever applies.

3. When a refund doesn't apply

• When the contracted period has already run, in whole or in part, and the product worked normally.
• When the licence was revoked for misuse (shared key, attempts to bypass activation, unlawful use).
• When the product doesn't work for reasons outside the software: devices that don't meet the requirements, network failures, or changes in third-party systems the product integrates with.
• When it is requested outside the periods set out above.

4. Plan upgrades

Upgrading the plan or the number of devices mid-term is a one-way change: the difference paid isn't refunded and you can't scale down before renewal. The charge only covers what's left until your next renewal, so the amount is already proportional to the time you'll use it.

The exception is the usual one: if you made a mistake when upgrading — wrong number of devices, wrong plan — tell us within seven (7) calendar days and we'll correct it. And if you need to scale down, write to us before your next renewal: it applies to the following period, at no cost.

5. Renewals

We don't charge automatic renewals: each period is paid when you confirm it. If you paid a renewal by mistake, tell us within seven (7) calendar days and we'll cancel it, as long as the new period hasn't been used.

6. How the refund is made

The amount is refunded through the same means it was paid with, within ten (10) business days of the request being approved. If the original means doesn't accept refunds, we arrange a transfer to the account you tell us.

When the amount is refunded, the associated licence ceases to have effect and the product stops being enabled.

7. How to ask for it

Write to us at support@materis.io with the email you bought with and the number of your licence or of your payment. We'll confirm we got it and tell you whether it applies.

If you're not happy with our answer, you can take your case to the Complaints Book.