Refund Policy
This policy explains the difference between refund requests for licensed Blackwire software purchases and non-refundable support contributions for Blackwire products distributed without paid license activation.
1. Free products
Products provided at no charge do not involve a purchase price and therefore do not require a monetary refund.
2. Support contributions for products without paid license activation
For purposes of this policy, this category applies when a Blackwire product page expressly states that the current release does not require a paid Blackwire license key or product activation.
When Blackwire offers a paid Support, Supporter, Business, or similar option for such a product, the payment is treated as a product-support contribution intended to help fund continued development, compatibility testing, documentation, maintenance, and growth of that product. The payment is not the purchase price of a Blackwire software license.
A supporter may receive the download, boot media, reporting-enabled build, or other product option described on the applicable product page. Those supporter benefits do not change the purpose of the payment as a contribution toward continued product development and growth.
Product-support contributions are not charitable contributions and are not represented by Blackwire Software LLC as tax-deductible donations.
3. Licensed digital software purchases
Blackwire licensed products may be delivered digitally and may include software downloads, license keys, activation rights, or other licensed product access. Because digital products can be delivered immediately and cannot be physically returned, refund requests for licensed products are evaluated based on the circumstances of the purchase, the applicable Blackwire product terms, the payment provider's requirements, and applicable law.
4. Seven-day refund request period for licensed products
Refund requests for eligible licensed Blackwire software purchases may be submitted within 7 calendar days of purchase. Submitting a request within this period does not guarantee approval. Each request is evaluated based on the circumstances of the purchase, product use, applicable terms, payment-provider requirements, and applicable law.
This seven-day request period does not apply to product-support contributions.
5. Situations Blackwire may consider for licensed products
Blackwire may consider refund requests for licensed products involving circumstances such as:
- A duplicate purchase for the same customer or product.
- An accidental purchase reported promptly and in good faith.
- A material technical problem that prevents reasonable use of the purchased licensed product and cannot be resolved through available support.
- Another circumstance where a refund is appropriate under applicable law or the requirements of the payment provider.
Listing an example above does not guarantee that every request will be approved. Blackwire may request reasonable information needed to investigate a purchase or technical issue.
6. Requests for licensed products that may be denied
Where permitted by law, a refund request for a licensed product may be denied when the circumstances indicate fraud, abuse, repeated refund abuse, substantial use of the software before requesting a refund, misuse of the product, unauthorized resale or redistribution, or another reason inconsistent with the applicable purchase or license terms.
7. Payment-provider and Merchant of Record transactions
Blackwire may use Sold through Link, LLC f/k/a Lemon Squeezy LLC ("Lemon Squeezy") or another payment provider or Merchant of Record for paid transactions. The payment provider may process payments, taxes, fraud controls, refunds, chargebacks, and related transaction requirements under its own buyer terms, rules, and legal obligations.
Blackwire's policy is that product-support contributions are non-refundable. However, a payment provider or Merchant of Record may still issue or require a refund when applicable law, payment-network rules, fraud controls, chargeback prevention, or that provider's own policies require or permit it.
If a licensed software order is refunded or reversed, related paid license rights or activations may be disabled as permitted by the applicable license terms.
8. How to request help or an eligible refund
Contact support@blackwiresoftware.com and include the product name, order email address, order or receipt identifier if available, and a short explanation of the issue. Do not send full payment-card numbers, passwords, private keys, or other sensitive credentials.
9. Statutory and non-waivable rights
Nothing in this policy limits refund, cancellation, warranty, or other consumer rights that cannot be waived under applicable law. If a mandatory legal right conflicts with this policy, the mandatory legal requirement controls.
10. Policy changes
Blackwire Software LLC may update this Refund Policy as products, payment providers, licensing systems, supporter models, or legal requirements change. The policy in effect for a transaction will be considered together with the applicable product terms, the payment provider's terms, and mandatory legal rights.