Limited availability during the holidays
Another busy year is coming to its end, and an exciting year lies ahead. In order to get ready for a fresh new start, our team will spend a few days' rest during the winter holidays. Over the holiday break, we will have reduced staffing from December 20th, 2024, to January 5th, 2025, so please be patient if you do not receive a response as quickly as you normally would.
We send our warmest wishes for happiness, health, and success throughout the coming year. Thank you for your continued support, and may you have a peaceful and blessed Happy Holidays!
Too complicated for me. Not intuitive. Even a little buggy. Cant animate an asset the way I want. Behaves erratically etc.
I purchased the license with 2 hours of this email and I have decided for a refund.
Thank You.
Joseph Desmond
Hello,
Thank you for getting in touch with us. My name is George, and I'm happy to assist you today. I appreciate your patience while we've been working toward your case.
We're grateful that you've purchased our product. However, after careful consideration, we're unfortunately unable to refund this purchase because you've already registered your license key and taken advantage of license-required features such as plugin updates, downloadable templates, and other materials.
I appreciate your understanding!
Best Regards,
George | Kreatura Dev Team
So what if I deactivate it? I thought I was protected by PayPal?
I do not want to escalate a case to them.
I have initiated a case to PayPal. I offered to delete and deactivate the license.
I have put in a request to PayPal for a refund.
Attached files: Screenshot 2023-07-21 134706.png
The case has been escalated. Next is the FTC of the United States.
Dear Joseph,
By purchasing the product, you have accepted our Refund Policy. You've downloaded several premium templates and updated the product to the latest version, which you could only do with a valid license key, so you've irrevocably taken advantage of the license and services you paid for.
With your PayPal dispute, this case has been escalated to the payment processor (FastSpring), who will evaluate it as an independent 3rd party, and their decision is final.
Best Regards,
George | Kreatura Dev Team
So deleting the key and uninstalling makes no difference? I approached this in GOOD FAITH and was abused with Bureaucracy and bullying. Honestly I made the effort to try and make it work but it suck's. Period. I attempted several times to uninstall and see if there was anything on YOUR end to determine my attempt to deactivate.
Currently the plugin is not activated with the license AND there is no downloaded templates.
Next I am filing a complaint with the Federal Trade Commission as well as the Better Business Bureau and reporting FastSpring- Kreatura. I will continue my efforts with PayPal. It is FINAL when I, am done.
Joseph,
Please allow me to join this conversation.
The "their decision is final" part is meant to refer to the fact that we have no say in the process. The payment processor will evaluate the refund request as an independent party without our involvement. They can very easily decide in your favor overruling our decision. I believe your case is still pending, and they'll respond shortly. You should see updates in your PayPal profile.
As mentioned by George, we have a refund policy that we apply for all cases. Our policies are common for online software purchases. It clearly outlines eligibility, and I'm sad to say that your case is not eligible. Given the nature of digital goods, it's not possible to "return" them like physical products. Since you've already used your license to upgrade LayerSlider to its latest version and download premium templates and other materials, we can't grant a refund on an "unused purchase" or similar basis, considering that LayerSlider is still used on your website and the downloaded materials would stick with you. Also, since you received LayerSlider with a WordPress theme, you had a chance to try out the product, and you even built a project with it that's still on your website.
Perfect software doesn't exist, and LayerSlider isn't an exception. Nevertheless, we strive to offer bug-free and very stable releases of LayerSlider, and we're fixing issues right away as they emerge. LayerSlider is used on millions of websites, and we haven't received feedback or are aware of any major issues. If you had a bad experience, I'm sure there's a reason for that. We gladly help you find a solution and can also provide a refund if we can't offer one.
Best Regards,
John | Kreatura Dev Team