Refund policy

This page details the conditions under which customers may request a refund for a purchased product. Should you need any additional information, please reach out to our support team.

Contact us

General provisions

By performing any actions involving Recovery Explorer (the Software), you consent to comply with our Refund Policy, which regulates any potential refund requests. We encourage you to review the terms outlined on this page prior to placing your product order.

The Software is provided for download at no charge and features a Trial version that allows you to assess its capabilities before making a purchase. Furthermore, we offer a range of additional materials to aid you in evaluating its suitability for your needs, such as text descriptions, technical specifications, knowledge base articles, video tutorials and other resources.

Following the completion of your order and the payment of the License Fee, you will receive a Registration Code via email. This Registration Code is utilized for License activation and enables you to access the full functionality of the downloaded program by removing its Trial Limitations.

In case the License is terminated for any reason, SysDev Laboratories cannot control future Software downloads or the usage of the provided Registration Code. Therefore, to verify the validity of the cancellation request and ensure its fair processing, it will be addressed according to the conditions set forth below.

Refund conditions

The terms and conditions presented here are an extension and integral part of the Public Offer End User License Agreement (EULA).

As the Customer, you are entitled to request either a full or partial refund of the Software License Fee that you have paid, within the Refund Request Term specified in this Refund Policy, and only if all of the following conditions are met:

  • The Customer evaluated the Software by using its Trial version before acquiring a Software License;

  • An internal error occurs in the Software that hinders its ability to perform a critical operation;

  • The "failed" operation is either absent in the Trial version of the Software due to Trial Limitations or functions correctly therein;

  • The failure of the operation is not a result of non-compliance with the system requirements, hardware malfunctions or insufficient user expertise;

  • SysDev Laboratories cannot supply replacement software capable of performing the failed operation within 7 days from the date of the problem report;

  • The refund request is submitted to SysDev Laboratories or the corresponding software reseller within the specified Refund Request Term.

A refund is not granted in cases when:

  • The customer did not utilize the Trial version of the Software (using the Software Evaluation License) to ensure the availability of the required function in the ordered product;

  • The operation considered to be "failed" is not part of the Software according to the Software specifications;

  • Submission of the refund request occurred after the expiration of the Refund Request Term.

Special offers

As an alternative to refunding the Software License Fee, we may offer the following options:

  • If a user mistakenly orders an incorrect version of the Software, we can organize the replacement of the Software License in line with our Software Upgrade Policy.

  • Users who do not have the required expertise to carry out operations using the Software have an opportunity to request software support or a paid assistance service.

  • Instead of utilizing the ordered Software, users can opt for professional services provided by SysDev Laboratories. In this scenario, the user can decide to maintain the ordered Software License or cancel it, with its price deducted from the service fee.

Refund request term

A refund of the Software License Fee will be granted solely upon satisfaction of all refund conditions. The Refund Request Term specifies the timeframe within which refunds may be requested.

If the refund conditions are met, SysDev Laboratories commits to issuing a full refund of the Software License Fee, provided that the request is submitted within a 14-day period from the date of the Software License purchase, in accordance with Clause 4 of Article 13 of the Law of Ukraine #1023-XII dated 12.05.1991 ("About Consumer Protection").

A refund request may be considered to be processed within a 30-day period from the date of the Software License purchase.