---
title: Refund policy
description: "Our 14-day refund policy in simple words, and how to ask for a refund."
url: "https://docs.prefixwp.com/docs/account/refunds/refund-policy/"
updated: "2026-11-10"
category: Refunds
---

# Refund policy

We offer a **14-day money-back guarantee**. This page explains our [Refund Policy](https://prefixwp.com/refund-policy/) in simple words. The full policy on prefixwp.com is the one that counts.

## When you can get a refund

You can ask for a refund **within 14 days** of your first purchase, if:

- you installed and tested the plugin, and it does not meet your business needs or technical needs, **or**
- you had a technical problem that we could not fix, and the plugin does not work on your site.

## When you cannot get a refund

- After 14 days.
- For **renewal** payments.
- If the problem comes from another theme, plugin or custom code.

## How to ask for a refund

1. First, contact support and tell us about the problem. Give us a chance to fix it.
2. If we cannot help, ask for a refund. Email **support@prefixwp.com** from the email address you used to buy. Add your order number.
3. We may ask you for more details. This helps us make the plugin better.

## After your refund

- Deactivate and delete the plugin from your site.
- The money can take **up to 7 business days** to reach your card or account.
- If it takes longer, ask us for the **ARN** (Acquirer's Reference Number). Your bank can use it to find the refund.

We are not responsible for changes in exchange rates between the purchase and the refund. This policy does not change your legal rights as a consumer in your country.