Refund Policy

1. Overview

NiftyTheme sells digital products (WHMCS themes, WHMCS modules, and HTML templates) directly through our marketplace at niftytheme.net. All payments are processed by Paddle, our payment partner and Merchant of Record. Because our products are digital goods delivered instantly upon purchase, refunds are handled on a case-by-case basis under the conditions defined in this policy.

By completing a purchase, you acknowledge that you are buying a digital product and agree to this Refund Policy.

2. Refund Eligibility

2.1 When refunds are available

We will consider a refund request if all of the following conditions are met:

• The request is submitted within 14 days of the original purchase date.
• The product has a verified technical defect that prevents it from functioning as described, and our support team has been unable to resolve the issue within a reasonable timeframe.
• The product description or listed compatibility on the product page was materially inaccurate (e.g. stated WHMCS version compatibility that does not work as described).

Refund requests are reviewed individually. Meeting the above conditions does not guarantee an automatic refund — we reserve the right to first attempt to resolve the issue through support.

2.2 When refunds are not available

Refunds will not be issued in the following cases:

• The 14-day refund window has passed.
• You changed your mind or no longer need the product.
• You purchased the wrong product by mistake (please review product details carefully before purchase).
• Incompatibility with a WHMCS version, server configuration, or third-party plugin not listed as supported on the product page.
• The product has already been installed and used on a live website or production environment.
• A support ticket was opened for the same issue and resolved by our team.
• The product files were downloaded and the issue is not reproducible by our team.
• You have violated the license terms (e.g. using the product on multiple domains without a multi-domain license).
• The request is for a free product — free products are provided as-is with no refund eligibility.

3. Refund Process

3.1 How to request a refund

To request a refund, follow these steps:

• Contact our support team first — open a support ticket from your customer panel or email us at support@niftytheme.net. Describe the issue in detail and include your order number.
• Allow us to resolve the issue — we will attempt to fix the problem within 3 business days. If we cannot resolve it, we will proceed with your refund request.
• Refund review — if support cannot resolve the issue, we will review your request against the eligibility criteria in §2.1 and notify you of our decision by email.
• Processing — approved refunds are submitted to Paddle, who processes the refund to your original payment method.

3.2 Refund timeline

Once a refund is approved by NiftyTheme, Paddle typically processes it within 5–10 business days. The time for funds to appear in your account may vary depending on your bank or payment provider.

3.3 License revocation

Upon approval of a refund, the associated license key is immediately and permanently revoked. The product will be removed from your customer panel and you must uninstall it from any domain where it was in use. Continued use of the product after a refund has been issued constitutes a license violation under our Terms of Service.

4. Custom Development Services

4.1 Deposits

Custom development projects require an upfront deposit before work begins. Deposits are non-refundable once work has commenced, as they cover time spent on discovery, planning, and initial development.

4.2 Milestone payments

Milestone payments made during an active project are non-refundable for work already delivered and accepted. If a project is cancelled mid-way, any milestone payment covering unstarted work may be partially refunded at NiftyTheme's discretion.

4.3 Disputes on custom work

If you are unsatisfied with delivered custom work, please contact us at support@niftytheme.net before initiating any payment dispute. We are committed to resolving issues through revision cycles as defined in the project service agreement.

5. Chargebacks & Payment Disputes

We encourage you to contact our support team before initiating a chargeback or payment dispute with your bank or card provider. Chargebacks bypass our ability to resolve issues directly and create significant administrative costs.

Initiating a chargeback without first contacting NiftyTheme support may result in:

• Immediate suspension of your account and revocation of all active licenses.
• Being flagged as ineligible for future purchases.

Since Paddle is the Merchant of Record for all transactions, payment disputes are handled through Paddle's dispute resolution process. We will cooperate fully with Paddle in any dispute review.

6. Try Support Before Requesting a Refund

Most issues with our products can be resolved quickly through our support team. Before submitting a refund request, we strongly encourage you to:

• Open a support ticket from your customer panel describing the issue in detail.
• Check the product's documentation and WHMCS version compatibility listed on the product page.
• Verify that your server meets the minimum requirements for the product.

Our team typically responds within 24–48 business hours (Sunday–Thursday, 9:00 AM – 6:00 PM (EET, Cairo time)). Resolving through support means you keep access to the product and your license remains active.

7. Contact Information

For all refund requests and product support, contact us through:

• Support email: support@niftytheme.net
• Customer panel: Open a ticket from your account dashboard at niftytheme.net
• Business hours: Sunday–Thursday, 9:00 AM – 6:00 PM (EET, Cairo time)

Please include your order number and a description of the issue in all communications.

8. Policy Updates

This Refund Policy may be updated from time to time. The current version is always available at niftytheme.net/refund-policy with the "Last updated" date shown at the top. Continued use of the platform after a policy update constitutes acceptance of the revised policy.