At silovarienq, we're committed to transparency when it comes to refunds. Our spreadsheet financial management solutions are designed to help Australian businesses, and we stand behind the quality of what we offer.
This policy outlines when refunds may be available, how the process works, and what you can expect from us. We've tried to keep things straightforward because nobody likes wading through complicated legal language.
When You May Be Eligible for a Refund
Technical Issues
If our spreadsheet templates have significant technical problems that prevent you from using them as intended, and we can't resolve them within a reasonable timeframe.
Duplicate Purchases
Accidentally purchased the same product twice? We'll refund the duplicate transaction once we verify the error occurred.
Service Cancellation
For subscription services cancelled within the first 14 days, you may receive a prorated refund for the unused portion of your subscription period.
How the Refund Process Works
Submit Your Request
Contact us at contact@silovarienq.com with your order details and reason for the refund request. Include your purchase date and any relevant documentation.
We'll Review Your Case
Our team typically responds within two business days. We may ask for additional information to better understand your situation and find the best solution.
Decision and Processing
Once approved, refunds are processed within five business days. The time it takes to appear in your account depends on your financial institution.
Confirmation
You'll receive an email confirmation once your refund has been processed. This includes the refund amount and expected timeline for it to reach your account.
Common Refund Scenarios
Changed Your Mind Within 14 Days
We offer a 14-day evaluation period for most of our spreadsheet templates. If the product doesn't fit your needs and you haven't extensively modified it, you can request a refund during this window.
Product Not as Described
If what you received differs significantly from our product description, let us know right away. We'll either correct the issue or process a refund if that's more appropriate.
Compatibility Problems
Sometimes spreadsheet templates don't work with certain software versions. If we can't provide a compatible version within a reasonable time, a refund may be available.
Subscription Renewals
Annual subscriptions that auto-renew may be refunded within seven days of the renewal date if you didn't intend to continue the service.
Payment Methods and Processing Times
How You'll Receive Your Refund
Refunds are issued to the original payment method you used for the purchase. Here's what to expect for different payment types:
Important Things to Know
- Refund requests must be submitted within 30 days of the original purchase date
- Custom spreadsheet development work is generally non-refundable after the initial consultation phase
- Digital products that have been downloaded and extensively modified may not qualify for refunds
- Promotional or discounted items follow the same refund policy as regular-priced products
- We reserve the right to deny refund requests that appear fraudulent or abusive
- Refunds don't include any bank fees or currency conversion charges that may have been applied
When Refunds Aren't Available
To be upfront, there are some situations where we can't offer refunds. These include products purchased more than 30 days ago, services that have been fully delivered as described, or cases where you've violated our terms of service.
If a refund isn't possible, we'll always try to find an alternative solution. Maybe that's account credit toward a different product, extended support, or additional resources to help you get value from your purchase.
Questions About Refunds?
We're here to help. Reach out to our team and we'll walk you through the process or answer any questions you might have about your specific situation.