Refund & Cancellation Policy
Last updated: 2026 – 04 – 27
This Refund & Cancellation Policy explains how refund requests, cancellations, payment disputes, and related billing issues are handled for Solaris software products, digital license purchases, and related services provided through our website.
1. Scope
This Refund & Cancellation Policy applies to digital software products, software license purchases, and related transactions made through the Solaris website or through authorized payment channels used for Solaris products.
This policy should be read together with our Terms and Conditions, End User License Agreement (EULA), and Privacy Policy.
2. Digital Products and Immediate Delivery
Our products are digital software products and software licenses delivered electronically.
Where applicable law permits, and where the customer expressly agrees during checkout to immediate delivery of digital content or immediate performance, the customer acknowledges that delivery may begin immediately after purchase and that the ordinary withdrawal regime may no longer apply once such delivery or performance has begun.
For that reason, refunds are not automatic merely because the product is digital, has been delivered, or has been activated.
3. Trial Versions
Where trial versions are made available, customers are encouraged to evaluate the product before purchasing a paid license.
Refunds are generally not granted for dissatisfaction with functionality, feature scope, workflow style, or product suitability where the relevant limitations or product behavior were already reasonably discoverable through the trial version, product page, FAQ, or user documentation.
4. When Refunds May Be Considered
Refund requests may be considered on an exceptional case-by-case basis, including for example in situations such as:
- duplicate purchases,
- clearly accidental purchases,
- technical issues that prevent activation or basic licensed use and cannot be resolved through reasonable support steps,
- incorrect billing caused by our systems or payment setup.
Each request is reviewed individually based on the specific circumstances of the purchase, delivery, activation status, and support history.
5. Non-Refundable Cases
Refunds will generally not be granted in cases including, but not limited to:
- change of mind after purchase,
- misunderstanding of product functionality where the product page, FAQ, documentation, or trial already described the product sufficiently,
- lack of compatibility caused by the customer’s own environment where system requirements or platform limitations were made clear in advance,
- failure to follow installation, activation, or usage instructions,
- breach of the Terms and Conditions or EULA,
- misuse of the software or license,
- issues caused by user-provided third-party tools, external services, or external content outside our control.
6. Time-Limited Licenses
For time-limited licenses, access or license validity remains active for the purchased term unless the license is suspended or terminated under the applicable legal documents.
Unless explicitly stated otherwise at the point of sale, paid periods already delivered or already started are not refundable on a prorated basis.
If a license is offered on a recurring billing basis, cancellation stops future renewals only. It does not normally create a right to a refund for the current or already-billed period.
7. Enterprise Licenses
Enterprise licenses, enterprise deployments, or custom business arrangements may be governed by separate commercial terms, custom agreements, onboarding arrangements, or individually negotiated conditions.
Where such an individual agreement exists, refunds, cancellations, modifications, deployment rules, and support scope are governed primarily by that agreement.
8. How to Request a Refund
To request a refund or raise a billing concern, please contact us using the billing or support contact listed on the website.
Please include:
- your order ID, invoice number, or transaction reference,
- the email address used for the purchase,
- the reason for the request,
- any relevant technical details if the request relates to activation or product access.
Contact email: 📧 solaris@email.cz
9. Refund Processing
If a refund is approved, it will normally be processed using the original payment method used for the purchase, unless another method is required by law or agreed for technical reasons.
Actual processing times depend on the payment provider, payment processor, bank, or card issuer and may take several business days.
10. Chargebacks
If a customer initiates an unauthorized or unjustified chargeback without first attempting to resolve the issue with us, we may take appropriate protective action, including:
- suspension or termination of the affected license,
- restriction of future purchases,
- internal fraud-prevention review,
- reliance on our contractual and legal remedies where appropriate.
Customers are encouraged to contact us first so that technical, billing, or licensing issues can be reviewed and, where possible, resolved directly.
11. Changes to This Policy
We may update this Refund & Cancellation Policy from time to time to reflect legal, technical, operational, or commercial changes.
The current version will always be made available on our website, and the “Last updated” date will be revised accordingly.
12. Questions About Billing, Refunds, or Cancellations?
If you have questions about a purchase, billing issue, refund request, or license-related payment matter, please contact us through the contact page or the billing/support email listed on the website.
For the broader contractual framework, please also read the Terms and Conditions and the EULA.