OpenMyicloud values every customer and strives to provide customers with a pleasant experience using OpenMyicloud products and services. All OpenMyicloud software provides a free trial version, customers can test by downloading a free trial version to “try out” before deciding to purchase. These trial versions provide limited free testing features to help customers check whether the software operates as expected and meet their needs.
Because of this “try before you buy” system, OpenMyicloud provides a 30-day Money Back Guarantee for all products. The refund will be approved within this guarantee only under the Refundable Circumstances below. If the purchased product exceeds the product’s specified money-back guarantee period, no refund will be made.

Refundable Circumstances
Under the guidance of a money-back guarantee, OpenMyicloud offers refunds for following circumstances.

1. For One-Time Purchase
Duplicate purchase

If customer purchased same product twice, OpenMyicloud will refund one of the products for you, or swap one program for another OpenMyicloud product.

Wrong purchase

A refund of wrong purchase requires you to purchase correct product on OpenMyicloud site first, and then the original program would be refunded back to you.

Other additional services beyond the product

If customer finds that the order you purchased on OpenMyicloud’s official website has been charged more than product price, please first verify whether it is tax or bank service fee. We recommend that you directly contact tax refund organizations for tax refund and your local bank to ask for bank fee details. If it is other expenses, such as download protection fees and physical CD, these are additional services that are bound to the product by the third-party platform, allowing you to download the product when you replace the computer or in other situations. At the time of purchase, you are free to choose whether you need to purchase these additional services. If you accidentally purchased them without your knowledge or do not want these additional services after purchase, we will help you contact the payment platform to refund the cost of them.

No registration code received in 24 hours after purchase

If customer purchased a product on OpenMyicloud’s official website and confirmed that money was successfully debited, but did not receive registration code within 24 hours (we recommend that you check spam folder), failed to obtain registration code on our retrieve registration code page, and did not get a timely response within 24 hours from OpenMyicloud Support Team after making contact. In this case, OpenMyicloud will refund customer’s order if they have no need for the product anymore.

2. For Automatic Subscription
Customer has applied to cancel automatic subscription, but still got a renewal fee

Generally, customers can contact OpenMyicloud Support Team to cancel automatic subscription at any time before next renewal occurs, or you can cancel by referring to the FAQ guide yourself. If you contact directly with the payment platform, please confirm that you have received the confirmation email that renewal service is cancelled successfully from them, otherwise, you will still be automatically charged. It’s recommended to contact OpenMyicloud Support Team to cancel it directly. If OpenMyicloud or the payment platform responds that the renewal has been canceled, but you still get charged on subscription day, you can provide corresponding evidence (screenshot of the email from OpenMyicloud or payment platform that the renewal service was cancelled successfully, etc.), we will refund the renewal payment caused by the error to you.

3. For Product Problems
Any technical problems you have encountered when using the product, please contact OpenMyicloud’s technical support team and cooperate to locate the problem, including providing screenshots, log files, or accepting free remote services provided by OpenMyicloud. If the problem cannot be resolved in the end, and you are unwilling to wait for an upgrade or other compensation plan, OpenMyicloud will refund you if your order is in 30 days.

After confirming with OpenMyicloud Support Team, usually, the refund amount will be refunded to you via the original payment method within 2-4 working days.

Once a refund is issued, the corresponding license will be deactivated. Please:

Download version: Uninstall the software and remove it from the computer.
Disc version: Destroy the disc and then uninstall the software from the computer.
Non-refundable Circumstances
In the following circumstances, OpenMyicloud usually does not allow refunding or exchanging products.

1. For One-Time Purchase
Partial refund of a bundle

OpenMyicloud cooperates with third-party payment platforms and does not support to do a partial refund of a bundle. If customer purchases a single product separately and provides information such as order receipt or order number to OpenMyicloud Support Team, we can refund entire bundle.

Purchase of the wrong product, which has already been followed by the purchase of the correct product from another company. OpenMyicloud product price differences between different regions or channels.

A refund request claiming the failure to receive registration code within 2 hours after the order was successful.

Under normal circumstances, OpenMyicloud will send registration code within 2 hours after the order is successful, but sometimes the registration code cannot be received in time due to network, system glitches, pam settings of your mailbox, or email typo, etc. In this case, please contact OpenMyicloud Support Team or visit retrieval registration code page to obtain the registration code, all queries will be responded to within 24hrs.

Dissatisfaction caused by failure to read the function description of the product page carefully or misunderstanding of the product function before purchase.

It is highly recommended that every customer carefully check the product page and guide page on OpenMyicloud website, and try the free trial version before making their final purchase decision. If the product conforms to the content promoted on the website and faithfully executes the task according to the function description, OpenMyicloud will not refund.

OpenMyicloud does not refund software if the product fails to meet customer’s needs due to customer’s lack of understanding of the product’s functionality. However, OpenMyicloud can directly replace the purchased product with the correct product if the price difference between the products does not exceed $20 during the warranty period. If the purchased product is replaced with the correct product at a lower price, OpenMyicloud will not refund the price difference.

2. For Automatic Subscription
The automatic subscription service is not requested to be canceled before the renewal date arrives, no refund will be given if customers get charged on the renewal date.

You will get a notice about automatic renewal cycle on the shopping cart for all OpenMyicloud product licenses with renewal service. Once you complete the payment, it means that you agree to the renewal feature. You can contact OpenMyicloud Support Team before renewal date arrives, or follow our FAQ guidelines to cancel the automatic subscription. If you do not cancel the automatic subscription before renewal date arrives, we will not give a refund once you are charged on the renewal day.

3. For Product problems
A customer requests a refund for technical problem, but refuses to cooperate with OpenMyicloud Support Team for troubleshooting or providing details and related information or refuses to use the solutions provided by OpenMyicloud Support Team.

A refund request after product change with customer’s consent due to quality problems.

Once you agree to replace it with any other product you like, any refund request is not acceptable, regardless of whether there are quality problems or not, but we will do our best to provide corresponding solutions for your replaced product.

In addition, refund requests of more than 30 days are usually not refundable, but we will do our best to provide you with corresponding solutions or replace them with other equivalent products that are of interest to you.

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