Refund conditions for digital plugins
WP-NEST provides downloadable digital products, including WordPress plugins and plugin updates. Because access to digital files is generally provided after purchase, refunds are available only in the limited situations clearly described below.
Overview
This Refund and Returns Policy applies to purchases made through the WP-NEST website, operated by Ruya Creators. It explains when a refund request may be accepted and when a purchase is not eligible for a refund.
As our products are digital downloads, there are no physical items to return.
When a refund may be approved
A refund request may be approved after review when the issue is caused by a product file or update supplied by us and we are unable to resolve it. Eligible cases include:
- The purchased plugin cannot be installed because the plugin file supplied by WP-NEST is defective, incomplete or technically unusable.
- A newly supplied plugin update cannot be installed because the updated file provided by WP-NEST contains a technical issue that prevents installation.
- An update included with the purchased product has not been made available by us where the product listing clearly states that updates are included.
- Our support team confirms that the problem is caused by our supplied file and we are unable to provide a working replacement or reasonable resolution.
When a refund will not be approved
A refund will not be approved when the plugin or update is working correctly and the issue is not caused by us. Non-refundable situations include:
- Lack of technical knowledge or inability to install, configure or use the plugin correctly.
- Failure to follow the installation steps or reasonable instructions provided by our support team.
- Issues caused by the customer’s website environment, such as hosting limitations, server settings, unsupported PHP versions, WordPress configuration, theme conflicts or conflicts with third-party plugins.
- Change of mind after receiving access to the digital product.
- Expectation of features not stated on the relevant product page at the time of purchase.
- Requests based only on personal preference where the downloaded plugin or update is functional.
How to request a refund
To request a refund, contact Ruya Creators using the email address listed below. Please include:
- Your full name and the email used for the purchase.
- Your order number or payment reference.
- The name of the purchased plugin.
- A clear description of the issue.
- Screenshots, error messages or technical details that help us investigate the problem.
Our team may ask you to complete reasonable troubleshooting steps before a refund decision is made. This allows us to determine whether the problem comes from the supplied plugin file or from the customer’s website environment.
Review and decision
Refund requests are reviewed individually. A refund is approved only when the request meets the conditions in this policy and our team confirms that the issue is caused by the product file or update supplied by WP-NEST.
If we can resolve the issue by providing a working file, update or reasonable technical solution, a refund may not be necessary.
Approved refunds
If a refund is approved, it will be processed using the appropriate available payment method. The time required for the refunded amount to appear may depend on the payment provider and the customer’s financial institution.
Access after a refund
When a refund is approved, access to the refunded digital product, related downloads and future updates may be removed from the customer account.
Policy updates
We may update this Refund and Returns Policy when our services, products or operational requirements change. The latest version will be published on this page with an updated revision date.
Contact Ruya Creators
For refund requests or questions about this policy, contact our team:
info@ruyacreators.ae