Refunds and cancelling
SurveyX Pro comes with a 14-day money-back guarantee on your first licence. This page covers whether you qualify, how to ask, how to stop a renewal you no longer want, and what happens to your surveys and responses afterwards.
Are you covered?
The guarantee runs for 14 days from the date you bought your first SurveyX Pro licence, and it covers two situations:
- You changed your mind. The licence was never activated and you never downloaded the Pro files. Tell us inside the 14 days and you get a full refund, no explanation needed.
- You downloaded it and something is broken. A defect stops core functionality working, and support can't resolve it inside those 14 days.
In the second case, talk to support before you ask for the refund: most problems turn out to be a quick fix. Open a ticket at ruby.ticksy.com if the problem is with the plugin, or email [email protected] if it's with the purchase itself. Troubleshooting covers the ones people hit most often, so start there if you'd rather not wait for a reply.
Consumer law comes first. Where mandatory consumer law where you live gives you a broader right, such as a statutory right of withdrawal on digital purchases, that right applies whatever this page says, and Freemius as merchant of record handles it.
What the guarantee doesn't cover
Once the Pro files have been downloaded, the guarantee is about genuine defects rather than a change of mind, so these sit outside it:
- Conflicts with other software or hosting. Anything caused by another plugin, a theme, a page builder or a server configuration. Support will still help you track a conflict down.
- Features SurveyX was never advertised to have. If it isn't on the pricing page, the comparison table or the feature pages, it wasn't part of the purchase.
- Changes to a licence you've already kept. Upgrading to more sites, moving between plans, switching billing cycle or buying an extra licence. None of these opens a new 14-day window.
- Requests made after the 14 days. The window runs from the purchase date.
There's nothing to refund on the free SurveyX Builder. It's free, and it stays free.
How to ask for one
- Write from the address you bought with. If you changed your mind and never downloaded the Pro files, email [email protected] and say so; that's the whole step. If something is broken, open a support ticket first and give us a chance to fix it.
- If you changed your mind, or support can't resolve the problem inside the 14 days, say you'd like a refund, or open the request yourself from your Freemius account.
- Approved refunds go back to the payment method you bought with. How quickly the money lands is up to your bank or card issuer.
If a charge looks wrong, come to us before you go to your bank. Billing problems are almost always quicker to sort out directly, and a chargeback opened without contacting us may lead to the licence being suspended while it's resolved.
Stop a renewal
The 14-day guarantee covers a first purchase, so renewals and upgrades aren't covered by it. What you can do at any time is switch auto-renewal off in your Freemius account, as long as you do it before the renewal date. You keep everything you've already paid for until the end of that term. If a renewal has already taken you by surprise, get in touch and we'll look into it with you.
What happens to your surveys
The licence is cancelled once a refund is issued, so deactivate and remove SurveyX Pro from the sites it covered. Updates, downloads and priority support end at that point; Activate your Pro licence sets out what an inactive licence does to surveys that use a Pro feature.
Your work stays where it is. The surveys you built and the responses you collected live in your own WordPress database rather than on our servers, so nothing is deleted from your site, and the free SurveyX Builder remains available. Data and privacy covers what's stored and where.
Who you bought from
Every Pro purchase goes through Freemius, our payment provider and merchant of record, whether you check out on the website or from inside the plugin. The transaction is also covered by the Freemius licence agreement for SurveyX Builder, where Freemius sets out its own role and terms.
If none of this quite matches your situation, email [email protected] and a real person will reply.