Refund & Replacement Policy
Our Commitment to Your Satisfaction
At ALA Soft, we stand behind the quality of our services and digital licenses. Please read our guidelines on refunds and replacements.
Policy Overview
Due to the nature of digital goods (intangible license keys and accounts that are instantly delivered) and customized technical IT services, refund and replacement requests are governed by specific guidelines. Our priority is to ensure you receive a fully working solution. We cooperate actively to address technical issues and provide fair outcomes.
1. Digital Licenses & Premium Accounts
Digital products (such as genuine Windows Licenses, MS Office 365, Canva premium accounts, CapCut PC, Adobe Master Collection, IDM, and Truecaller) are delivered electronically via WhatsApp or email.
- Returnability: Once a digital activation key has been delivered and accessed, it cannot be physically "returned" or cancelled. Therefore, we do not issue direct refunds for change-of-mind purchases or accidental orders.
- Replacement Guarantee: We offer a 100% replacement guarantee if a delivered key is defective or fails to activate the intended software.
- Verification Requirement: To receive a replacement key, you must provide clear proof of the error (such as a screenshot, error code, or short video clip) within 7 days of purchase.
2. Troubleshooting & Refund Exceptions
If you experience an activation or installation issue, you must allow our technical support team to assist you before a refund or replacement can be finalized.
- You must cooperate with our team by providing error details or allowing secure, supervised remote assistance via AnyDesk or TeamViewer to verify the issue.
- If our technical support team confirms that a key is defective and we are unable to resolve the activation issue or provide a working replacement, a **full refund** will be issued to your original payment method.
3. Physical Services & Hardware Repairs
For on-site physical services and hardware diagnostic repairs managed by AL Motheer Computers (such as network cabling, hardware fixes, screen replacements, and printer services):
- Warranty on Parts: Physical hardware parts installed during repair carry specific manufacturer or shop warranties, which are detailed on your official invoice.
- Replacements: Defective parts covered under the warranty period will be replaced free of charge. No refunds are provided on labor costs once the repair service has been successfully completed.
- Cabling & Installation: Installation work is thoroughly tested and handed over to the client. Any adjustments needed post-setup are handled in accordance with the service contract.
4. Non-Refundable Scenarios
We cannot issue refunds or replacements under the following circumstances:
- The buyer purchased the wrong software version or license key due to a lack of research (e.g., purchasing a Windows Pro key for a Home edition system without upgrading, or buying PC software for a Mac).
- The license key was compromised, shared, or blocked due to the user violating licensing terms (e.g., trying to use a 1-PC key on multiple computers).
- Issues caused by pre-existing hardware failures, corrupted operating systems, or heavy virus/malware infections on the user's computer.
- Refund requests made after the specified support/warranty window.
5. Refund Processing Time
Once a refund is approved by our billing department, it will be processed and sent to your original payment method (bank account, mobile transfer, or manual remittance).
Please allow 3 to 5 business days for the refunded amount to reflect in your account, depending on your bank's processing times.
