Refund Policy

English Version

Last Updated: September 22, 2026

1. Overview

This Refund Policy applies to all purchases of Snail Addin (the “Add-in”) license keys made through the Waffo payment platform. Please read it carefully before purchasing.

2. Digital Product Notice

2.1 The Add-in is a digital product delivered in the form of a License Key.

2.2 Once a License Key has been activated, it is considered used and consumed.

2.3 Due to the immediate nature of digital delivery, refunds are generally not supported after activation.

3. Eligible Refund Cases

You may request a refund in the following cases:

3.1 License Key Cannot Be Activated

  • The License Key cannot be activated, and our technical support cannot resolve the issue;
  • The issue is not caused by your device environment, network, or improper operation.

3.2 Duplicate Payment

  • The same order was charged twice due to a payment platform issue;
  • The same user purchased the same product twice within a short period.

3.3 Material Mismatch with Description

  • The actual features of the Add-in materially differ from the website description or documentation;
  • The discrepancy is reported within 7 days of purchase.

3.4 License Key Not Received

  • Payment succeeded but the License Key email was not received within 24 hours;
  • And we verify the issue is not caused by email service interception.

3.5 Legal Requirements

  • You are entitled to a refund under consumer protection laws in your jurisdiction.

4. Non-Refundable Cases

Refunds will NOT be issued in the following cases:

  • The License Key has already been activated and used (unless one of the cases in Section 3 applies);
  • The user no longer needs the Add-in for personal reasons;
  • The user’s device does not meet the Add-in’s minimum system requirements;
  • The user has violated any restriction in the Terms of Service;
  • The License Key was leaked, resold, or shared with others;
  • More than 30 days have passed since purchase (unless otherwise required by law).

5. Refund Process

5.1 Submit a Request

Email us at [email protected] with the following information:

  • Order ID;
  • Email used for purchase;
  • Reason for refund (please describe in detail);
  • If related to functionality, please attach screenshots or log files.

5.2 Review Time

  • We will respond within 1–2 business days of receiving your request;
  • The review process typically takes 3–5 business days.

5.3 Refund Execution

  • Once approved by us and Waffo, refunds will be issued to the original payment method within 5–10 business days;
  • Actual receipt time depends on your bank or payment provider.

5.4 License Handling

  • Upon successful refund, the corresponding License Key will be immediately disabled;
  • Bound devices will be forcefully deactivated.

6. Partial Refunds

In special cases (such as partially missing features or service interruptions), we may offer a partial refund. The percentage will be determined based on the specific situation.

7. Refund Method

7.1 Refunds are processed through Waffo and returned to your original payment method.

7.2 We do not support refunds to other accounts or payment methods.

7.3 Refunds are issued in the original currency (typically USD). We are not responsible for differences caused by exchange rate fluctuations.

8. Dispute Resolution

8.1 If you disagree with the refund outcome, you may reply to our response email for further discussion.

8.2 If no agreement can be reached, you have the right to file a complaint with the consumer protection agency in your jurisdiction or the payment platform.

9. Policy Changes

We reserve the right to modify this Refund Policy at any time. Updated policies will be posted on this page and take effect immediately. Completed transactions are handled according to the policy in effect at the time of purchase.

10. Contact

To request a refund or ask questions, please contact:

Email: [email protected]
Response Time: 1–2 business days