Refund eligibility at a glance
| Product / Service | Window | Refund amount |
|---|---|---|
| CharityGlow Pro Add-on | 14 days | 100% of purchase price |
| CharityGlow Fundraising Theme | 14 days | 100% of purchase price |
| Lifetime license (Pro or Theme) | 14 days | 100% of purchase price |
| Bundle (Pro + Theme) | 14 days | 100% of bundle price |
| Payment Gateway Setup ($99 flat fee) | Before work begins | 100%; 50% once SOW signed; 0% after delivery |
| Custom Website Build (Done-for-You) | Milestone-based (see SOW) | Pro-rated by delivered work per SOW schedule |
| CharityGlow Plugin (Free edition) | N/A · Free forever | No purchase amount — no refund required |
| Renewals / past the 14-day window | Outside policy | Reviewed on case-by-case merit basis |
How to request a refund
Send an email to billing@charityglow.com from the email used to purchase the license. Include the purchase order or Stripe/PayPal receipt ID. Our billing team will respond within 2 business days. If your request falls within the stated refund window above, approval is automatic — no technical explanation required and no return of license keys is required. Refunds are issued back to the original payment method within 5–10 business days depending on your card issuer or PayPal.
When a refund is declined
Refund requests outside the windows above are not automatic but we still review every case individually. Requests will be declined for clear abuse of goodwill: using refunded software after refund, repeated refund-and-repurchase cycles, chargeback disputes opened before contacting our team, or requests where the underlying issue is a hosting / 3rd-party plugin / custom-code incompatibility that CharityGlow did not deliver and cannot resolve. A chargeback automatically terminates the associated license and any active support entitlement.
Taxes, fees & currency
Refunds are for the base product price + any VAT, GST or sales tax collected on the original invoice. Wire fees, currency conversion losses, payment-processor FX spread, and gateway processing charges are outside CharityGlow control and not refundable. Local import duties or bank charges, if any, remain the responsibility of the purchaser.
Exchanges & upgrades
Within the 14-day window you may also exchange a Pro Single license for a Business or Agency license by paying the price difference — contact sales@charityglow.com. Exchanges are treated as one continuous purchase date; no new refund window is opened on the upgraded tier. Downgrades are treated as partial refunds calculated pro-rata from day 15 onward.
Still unsure? Our billing team is human. Write to billing@charityglow.com or open a ticket from the Support page and we will be honest about whether a refund is the right call.