Refunds & Cancellations
Software Refund Policy
Refund Policy Statement
In the past our refund policy was misused and exploited by customers who created false reasons for refund but continued to use our software. Because of this our company now has a much stricter refund policy for software than hardware.
If the software has not been activated (converted from a Serial Number to a Registration Key), contact support for a refund by clicking the contact button above. We offer full refunds on unopened and unactivated licenses within 30 days of purchase. After which refunds will not be given.
If a defect is found and our technical support staff cannot provide a fix or work-around within 14 days, a refund can be offered by our technical support team who will then ask you to email in .pdf or fax us a signed declaration with:
A copy of your invoice – sent to you by email when you purchased.
A description of the problem you found in the software.
A signed statement that you have uninstalled the software and removed it from your server.
We generally do not refund or exchange in these circumstances:
At any time after activation and installation to a web server
Just because you changed your mind after ordering
Refunds of technical support services just because you never ended up needing support
Once a design project has been completed and approved
If your site never launches or your business fails
Please note any requests for refund must be made before activation. If you have activated we would like to remind you that when you activated, you accepted our terms of purchase at checkout which states the above.
Penny Auction Express will use commercial services to fulfill orders including well known carriers and couriers such as UPS, FedX, DHL and TNT or the US Postal Service, and Tracking Numbers can be provided.
Many items are shipped the same or the next business day after purchase. Ask your sales representative for the estimated shipping date. Note that items may be custom manufactured or custom printed, and that some of these items may take up to one to five weeks to be produced prior to shipping.
In any case where it is determined by Penny Auction Express Software that the entire package must be returned to facilitate an exchange for a new item(s), Penny Auction Express will hire a carrier to pick up the product which must be re-boxed in its original packaging and labeled accordingly so that the package will be returned to our shipping center.
All claims for goods damaged in shipping must be made within seven (7) days or receipt, so that Penny Auction Express may make its own timely claim to the carrier for reimbursement. All original boxes and materials must be returned to facilitate the exchange to avoid a Reboxing Fee of 50%.
1. Service Provision
The PennyAuctionExpress Software is supplied by Penny Auction Express Limited, and is licensed, not sold, under the terms of the EULA. Penny Auction Express Limited reserves all rights not expressly granted to You and Penny Auction Express Limited retains the ownership of the Software unless explicitly agreed otherwise (Click here if you require full software ownership/a>). Customer acknowledges that Penny Auction Express sells penny auction software that does not include any customization services other than what the package specifies. For instance, the only package that includes any customization is the Enterprise package which includes a logo design. Once the logo has been designed and approved by email or in writing by fax Penny Auction Express has completed the only outstanding customization. No other customizations will be included unless quoted and paid for and a design contract is signed and agreed upon.
Payments for customizations must be made upfront.
A premium template DOES NOT INCLUDE ANY CUSTOMIZATION. Any modifications or code changes are a paid service.
Training is included in your package purchase by a link which will be provided to you after purchase. Our training takes place by video series and by telephone or email support ticket. Personal training sessions with a live support Representative may be purchased on an hourly rate.
License holders are not permitted to “borrow”, “lend” or “sell” licenses to any third parties except in the case of License Transfer Policy as detailed in Section 6 of this Agreement. Any licenses found to be being used in this way may be permanently revoked, at the manager’s sole discretion.
Penny Auction Express Limited reserves the right to refuse service or business at their discretion.
2. End User License Agreement
The EULA Agreement is included in the PennyAuctionExpress download package. By installing, copying, or otherwise using PennyAuctionExpress, you agree to be bound by the terms of the EULA.
3. Renewals & Payments
Payments are accepted via Paypal or direct bank wire. Leased (monthly) licenses automatically renew until cancelled. Payment is due on the anniversary of the date of signup each month. If payment is not received within 5 days of the due date, Penny Auction Express Limited will charge a late fee and if necessary, suspend the license until full payment is received and reserves the right to suspend any and all related services for the account in question. To reactivate there is a $100 reinstall fee. Should we receive a chargeback or disputed payment, all services will be revoked until any disputed amounts have been repaid, plus a processing fee of $50.00 (USD) per chargeback incurred.
All licenses are issued instantly upon receipt and approval of payment (after verification) through our website’s order form and are available for download from your account area. Our professional setup & installation services usually take between 1 – 2 business days to complete, but this is not a guaranteed turnaround time, and at peak times such as new releases, they will often take longer.
Once You have downloaded a Product from PennyAuctionExpress.com, or purchased a Product available for individual sale, we cannot offer a refund, which You are held responsible for understanding upon placing your order with PennyAuctionExpress.com. The reason for this policy is because we offer intangible irrevocable digital Products and as such, there is no way for our Products to be returned. As such, all license fees are non-refundable, including all renewal purchases, plugins, or otherwise, where Products have been previously downloaded, and Your payment for a PennyAuctionExpress.com Product indicates Your acceptance of this provision.
6. License Transfer Policy
We allow owned licenses bought directly from us to be transferred providing 30 days have passed from the date of purchase. Licenses obtained through a reseller cannot be transferred. Before any sale or transfer, the existing owner should contact us to verify eligibility. Then once ready to be transferred, we will issue an invoice for the license transfer fee which is currently $150.00 (USD), and once paid need to be supplied with the name, email and address details of the new owner for the license to be transferred to. Add-ons may be transferred between licenses within your own client account but not resold or transferred to other clients.
7. Assumption of Risk:
You expressly agree that the use of any and all Products distributed by PennyAuctionExpress.com and available as part of the PennyAuctionExpress.com collection and website is done so solely at Your own risk. PennyAuctionExpress.com is not held responsible for any form of marketing, advertising, business development, business growth, or any other form of business operations for your business. You are responsible for the success of your own business.
PennyAuctionExpress.com does not warrant or guarantee that Products on PennyAuctionExpress.com are free from copyright or other intellectual property concerns.
This Agreement, its validity and effect, shall be solely interpreted, and governed by, the laws of the United States of America. Any claims shall be brought solely in the Federal District Court of the United States of America and you expressly consent to the exclusive jurisdiction of the federal courts of the United States of America. You consent to the service of any required notice or process upon You by registered mail or overnight courier to the address provided to PennyAuctionExpress.com with Your registration, as You may update from time to time, with proof of delivery.
10. Legal Fees:
You agree to reimburse PennyAuctionExpress.com for its legal fees, costs and disbursements if PennyAuctionExpress.com is successful in enforcing any of its rights under this Agreement including, without limitation, in connection with any action to collect payment.
11. Entire Agreement:
Amendment: Please be aware that our software contains autobidding functionality. The auto bidding feature may only be used to test the functionality of the software, and NOT WHEN THE SITE IS LIVE. In particular, the auto bidding feature should be disabled before you invite any members of the public to participate in any auction.
ALL RIGHTS NOT EXPRESSLY GRANTED HEREIN ARE RESERVED.