Refund Policy | plasmatic

The short version. You can get a refund on a digital good within 14 days if you haven’t downloaded or activated it, and we always put faulty products right. Subscriptions can be cancelled at any time and end with the current billing period; annual plans have a refund window, explained below. ZeroDay itself is free, so there is nothing to refund. To ask for a refund, email [email protected].

1. Scope and your statutory rights

This policy applies to purchases from plasmatic dev (“plasmatic”, “we”) on plasmatic.dev: downloadable digital goods and licences, and paid subscriptions. It forms part of our Terms of Service.

This policy gives you rights in addition to those you have under consumer law. Nothing in it limits rights that cannot be limited by law, including your rights if a product is faulty.

2. Digital goods

If you change your mind about a digital good, you can get a full refund if you ask within 14 days of purchase and you have not downloaded it or activated its licence key. Our delivery systems record downloads and activations, and we use those records to check eligibility.

Once a digital good has been downloaded or activated, we cannot offer a change-of-mind refund, because the product cannot be returned. Your rights under section 4 still apply if something is wrong with it.

3. EU and UK right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a purchase within 14 days of the day the contract is made, without giving a reason.

Digital content delivered immediately. Digital goods are delivered straight after payment. At checkout, we ask you to agree that delivery starts immediately and to acknowledge that you lose the right of withdrawal once it does. We confirm this in your order confirmation email. Once delivery has begun with that consent, the statutory right of withdrawal no longer applies, although the refund in section 2 for goods you have not downloaded or activated remains available.
Subscriptions. If you buy a subscription as a consumer, you may cancel within 14 days. If you asked us to start the service during that period, we may deduct an amount proportionate to the service provided until you told us you were withdrawing. The statutory right of withdrawal does not apply to business purchases; section 6 applies instead.
How to withdraw. Send us a clear statement of your decision by email to [email protected] before the 14 days are up. You can use the model wording below, but you do not have to.

Model withdrawal form. To plasmatic dev, [email protected]: I hereby give notice that I withdraw from my contract for the following digital content or service: [product or plan], ordered on [date]. Name: [your name]. Address: [your address]. Date: [today’s date].

If you withdraw validly, we refund all payments for that purchase within 14 days of receiving your notice, using the same payment method you used, and we do not charge any fee for doing so.

4. Faulty or misdescribed products

If a digital good or paid plan does not work, is not as described, or is not of satisfactory quality or fit for purpose, tell us at [email protected]. These remedies are always available, whenever you bought the product and whether or not you have downloaded or used it:

we will first try to fix the problem or replace the product, at no cost to you;
if we cannot do that within a reasonable time and without significant inconvenience to you, we will give you a full or partial refund, depending on the problem; and
you keep any additional rights consumer law gives you where you live.

5. Cancelling a subscription

You can cancel a subscription at any time, from your account or by emailing [email protected].
Cancellation takes effect at the end of your current billing period. You keep full access until then, and you will not be charged again for the subscription.
Apart from the cases in sections 3, 4 and 6, we do not refund the remaining part of a billing period after you cancel.

6. Refunds on annual plans

If you cancel an annual plan within 30 days of the start of an annual term, whether it is a new purchase or a renewal, we refund the amount you paid for that term, prorated for the days remaining in it. The plan ends when we issue the refund.

After the first 30 days of a term, annual plans are not refundable. You can still cancel at any time so that the plan does not renew, and you keep access until the end of the term. We send a reminder before an annual plan renews.

7. What isn’t refundable

Except where the law or section 4 requires otherwise, we do not refund:

digital goods that have been downloaded or activated;
subscription payments outside the window in section 6, including the unused part of a period after you cancel; or
fees for an account that we closed because of a serious or repeated breach of our Acceptable Use Policy.

ZeroDay is free, so it involves no payments to refund.

8. How to request a refund

Email [email protected] from the email address you used for the purchase or your account, and include:

your order number or invoice number;
the product or plan concerned; and
if you like, the reason for your request. You do not have to give a reason to withdraw under section 3, but it helps us improve.

We may ask for more information to confirm that the request comes from the account holder.

9. Processing time

We aim to reply to refund requests within 5 business days.
Approved refunds are issued to the original payment method within 14 days of approval, or within 14 days of your notice for a statutory withdrawal under section 3.
Your bank or card issuer may take a further 5 to 10 business days to show the refund on your statement.
Refunds are made in the currency you paid in. We are not responsible for differences caused by exchange rates or fees charged by your bank.
Taxes you paid on a refunded amount are refunded with it.

10. Chargebacks

If there is a problem with a charge, please contact us first. Most issues can be resolved quickly, and a refund from us usually reaches you faster than a chargeback.

If you file a chargeback for a payment you authorised without contacting us, we may suspend the related account or licence while the dispute is open, and we will give our payment processor the information it needs to assess the dispute. If the dispute is decided in your favour, we will not refund the same payment a second time.

None of this affects your right to dispute a payment you did not authorise. If you think your card was used without your permission, contact your bank straight away and let us know at [email protected].

11. Changes and contact

We may update this policy and will post the new version here with a new “Last updated” date. Changes do not affect purchases made before the change takes effect, unless the change is in your favour.

Questions about refunds go to [email protected].