This Refund Policy applies to digital products purchased from Hive Glyph, operated by Ekayasa in Bali, Indonesia. Because digital files are delivered electronically and cannot be physically returned, all sales are generally final except in the limited cases described below.
1. Eligible refund cases
Hive Glyph will review a refund request when:
- the supplied file is corrupt, incomplete, or cannot be opened and we cannot provide a working correction or replacement;
- the delivered product is materially different from the description shown at the time of purchase;
- the customer was charged more than once for the same order; or
- applicable law requires a refund.
2. Cases that are normally not refundable
A refund is normally not provided when:
- you change your mind after purchasing;
- you purchased the wrong product, style, package, or license;
- you no longer need the product or expected a feature that was not included in the product description;
- your software, device, or workflow is incompatible with a requirement or limitation disclosed on the product page;
- you lack the software or knowledge needed to use the product;
- the request is based only on personal taste or preference; or
- you have violated the applicable product license or these Terms of Use.
3. Contact us within 14 days
Submit an eligible problem within 14 days of purchase by emailing hello@hiveglyph.com. Include the order number, purchasing email address, product name, exact error or problem, and relevant screenshots. Requests submitted after 14 days may still receive technical support, but are not normally eligible for a refund unless applicable law requires otherwise.
4. Correction or replacement first
For a technical defect, incomplete archive, or incorrect delivery, Hive Glyph may first attempt to diagnose the issue and provide a corrected or replacement file. A refund may be approved if the verified problem cannot be resolved within a reasonable time.
5. Duplicate payments
If the same order was charged more than once, contact us with the relevant PayPal transaction details. Once verified, the duplicate amount will be returned through the original payment method.
6. Approved refunds
Approved refunds are issued through the original PayPal payment method. PayPal or the card issuer may require additional time before the amount appears in the customer’s account. After a full refund, the associated license and right to use the refunded product end, and the customer must delete all copies of the files unless applicable law states otherwise.
7. License mistakes and upgrades
Purchasing the wrong license is not normally refundable. Contact us before using the product and provide the order number and intended use. Where available, we may offer a separate license or upgrade arrangement, but this is not guaranteed.
8. Statutory rights
Nothing in this policy removes consumer rights or remedies that cannot be excluded under applicable law.