Last updated: July 20, 2026
This Refund Policy applies to paid license keys for Hetman Software products purchased through PayProGlobal or another authorized reseller, merchant of record, payment provider, marketplace, distributor, or external store.
The Website is operated under the business name Hetman Software. In this Refund Policy, “Hetman Software”, “we”, “us”, and “our” refer to Individual Entrepreneur Yuliia Vasylivna Miroshnychenko, trading as Hetman Software, located in Ukraine, Kyiv region, Brovary.
Questions about this Refund Policy may be sent to:
1. 30-Day Conditional Money-Back Guarantee
Hetman Software provides a 30-day conditional money-back guarantee.
A refund request must be submitted within 30 days from the date of purchase. Requests submitted after this period may be rejected unless applicable law requires otherwise.
The guarantee is conditional. It does not mean that every purchase can be refunded for any reason. Refunds are available only in the circumstances described in this Refund Policy.
2. Free Testing Before Purchase
Hetman Software products are generally available in demo or trial form before purchase.
Before buying a license key, customers should download the relevant product, scan the storage device or data source where applicable, evaluate the available results, check whether the Software runs correctly on their computer, and review whether the product is suitable for their situation.
A paid license key usually unlocks saving, exporting, or other restricted functions of the Software. The exact functionality and limitations of each product are described on the relevant product pages and in the applicable End-User License Agreement.
3. No Guaranteed Data Recovery Result
Data recovery depends on many factors, including the condition of the storage device, whether data has been overwritten, file system damage, RAID configuration, encryption, TRIM, physical defects, user actions, operating system behavior, controller behavior, and other technical circumstances.
Hetman Software does not guarantee that any specific file, folder, disk, partition, RAID array, NAS volume, virtual disk, or other data source can be recovered.
A scan result, detected file name, folder structure, file signature, preview, partial preview, or other recovery result shown by the Software may help evaluate recoverability, but it does not create an unconditional guarantee that every file can be recovered completely, without corruption, or in the exact condition expected by the customer.
Partial recovery, incomplete recovery, corrupted files, missing files, or unsuccessful recovery of specific files is not by itself a ground for refund if the Software is operating as described and the result is caused by the technical condition of the data, storage device, file system, RAID array, encryption, or recovery scenario.
4. When a Refund May Be Approved
A refund may be approved if all applicable conditions of this Refund Policy are met and one of the situations below applies.
4.1. The Software Does Not Work as Described on the Customer’s Computer
A refund may be approved if the Software materially does not work as described on the customer’s computer and Hetman Software support cannot resolve the issue.
This may include cases where the Software:
- does not install;
- does not launch;
- crashes or fails in a way that prevents use of its main declared function;
- cannot perform a main function that is expressly described for the purchased product and license type.
This does not include cases where recovery is impossible or incomplete because of the condition of the data, storage device, file system, RAID configuration, encryption, or other circumstances outside the Software’s control.
4.2. Activation or License Delivery Problem
A refund may be approved if the customer cannot activate or use a valid license key because of a confirmed issue with Hetman Software’s licensing or activation system, and the issue cannot be resolved by support.
4.3. Duplicate Purchase
A refund may be approved if the customer accidentally purchased the same product and license type more than once.
4.4. Material Mismatch With Product Description
A refund may be approved if the purchased product materially does not match its official product description, and Hetman Software support cannot provide a suitable solution.
5. Exchanges and Upgrades
If a customer purchased the wrong product or license type, Hetman Software may offer an exchange or upgrade instead of a refund.
Exchanges are generally available only toward a more expensive product, license type, or product version, for example from Home to Office or from a lower license type to a higher license type.
If the new product or license type is more expensive, the customer must pay the price difference.
Hetman Software is not required to exchange a product for a cheaper product or license type.
6. When Refunds Are Usually Not Provided
Refunds are usually not provided in the following situations:
- the customer did not test the demo or trial version before purchase;
- the demo or trial version showed that the required files were not recoverable, not previewable, corrupted, missing, or incomplete;
- the customer expected guaranteed recovery of specific files or all files;
- the recovery result is partial, incomplete, corrupted, or unsuccessful because of overwritten data, damaged data, encryption, TRIM, physical disk failure, RAID rebuild, controller behavior, file system damage, user actions, or similar circumstances;
- the customer changed their mind after purchase;
- the customer no longer needs the product;
- the customer found another product or service;
- the customer purchased the wrong product but does not want an available paid upgrade or exchange;
- the customer refuses to cooperate with support;
- the customer refuses to provide reasonable diagnostic information requested by support;
- the license key has already been used to successfully save, export, or recover files;
- the problem is caused by unsupported hardware, unsupported operating system, third-party software, antivirus restrictions, drivers, system configuration, or other external factors;
- the product was purchased from an unauthorized website, seller, marketplace, or distributor;
- the customer used or attempted to use a cracked version, key generator, pirated copy, modified installer, unauthorized license key, or activation bypass method;
- the customer violated the applicable End-User License Agreement;
- the refund request is submitted more than 30 days after the date of purchase, unless applicable law requires otherwise.
7. How to Request a Refund
To request a refund, contact Hetman Software support at:
Your request should include:
- order number;
- product name;
- license type;
- date of purchase;
- email address used for the purchase;
- description of the problem;
- screenshots, error messages, logs, or other diagnostic information, if available;
- operating system version;
- short description of the recovery scenario, where relevant.
Hetman Software may ask for additional information that is reasonably necessary to verify the purchase, reproduce the problem, diagnose the issue, or determine refund eligibility.
8. Support Review Before Refund Approval
Before approving a refund for a technical issue, Hetman Software may ask the customer to cooperate with support and provide reasonable diagnostic information.
Hetman Software may offer troubleshooting steps, replacement builds, activation assistance, configuration changes, product exchange, license upgrade, or other reasonable solutions.
If the issue cannot be resolved after support review, and the request meets the conditions of this Refund Policy, a refund may be approved.
No specific resolution time is guaranteed for technical support review. The time required may depend on the complexity of the issue, the information provided by the customer, the recovery scenario, and the need for diagnostic analysis.
9. Refund Amount
If a refund is approved, the refundable amount is generally the amount actually paid for the relevant license key.
Where technically possible through the relevant reseller, merchant of record, payment provider, marketplace, distributor, or external store, the refund may include applicable taxes collected as part of the original purchase.
Hetman Software is not responsible for bank fees, currency conversion differences, card issuer fees, payment provider fees, chargeback fees, or delays caused by banks, payment systems, resellers, merchants of record, marketplaces, distributors, or external stores.
Refunds are normally returned to the original payment method used for the purchase, unless the relevant payment provider or reseller offers or requires another method.
10. Refund Processing Time
Approved refunds are normally submitted to the relevant reseller, merchant of record, payment provider, marketplace, distributor, or external store within 5 calendar days after refund approval.
The time when the money appears in the customer’s account depends on banks, card networks, payment systems, resellers, merchants of record, marketplaces, distributors, or external stores. Hetman Software cannot control or guarantee bank or payment-system processing times.
11. License Deactivation After Refund
After a refund is approved, the relevant license key may be disabled or blocked.
The customer must stop using the refunded Software and delete installed copies where required by the applicable End-User License Agreement.
A refunded license may not be used, transferred, resold, shared, or reactivated unless Hetman Software expressly allows it in writing.
12. Chargebacks and Payment Disputes
If a customer initiates a chargeback, payment dispute, payment reversal, fraud claim, or similar procedure, Hetman Software may suspend or disable the relevant license key while the dispute is investigated.
If a chargeback or payment dispute is resolved against Hetman Software or results in reversal of payment, the license key may be permanently disabled.
Submitting a chargeback or payment dispute does not create additional refund rights beyond those provided by this Refund Policy and applicable law.
13. Purchases Through Third Parties
Hetman Software products may be sold through PayProGlobal or another authorized reseller, merchant of record, payment provider, marketplace, distributor, or external store.
Such third parties may have their own checkout terms, refund procedures, tax handling, fraud prevention rules, verification requirements, and payment-processing timelines.
Where a purchase was made through a third party, the refund may need to be processed through that third party. Hetman Software may be unable to process a refund directly if the payment was not processed directly by Hetman Software.
14. No Physical Delivery
Hetman Software sells digital license keys. No physical disc, CD, USB drive, printed manual, or other physical media is required to use the Software.
This Refund Policy does not provide rules for return delivery of physical goods.
15. Mandatory Consumer Rights
Nothing in this Refund Policy excludes, restricts, or modifies any statutory warranty, consumer right, withdrawal right, refund right, or legal remedy that cannot lawfully be excluded, restricted, or modified under applicable law.
Where mandatory consumer protection laws give a customer rights that are broader than this Refund Policy, those mandatory rights remain unaffected.
16. Relationship With Other Documents
Use of Hetman Software products is governed by the applicable End-User License Agreement.
Use of the Website is governed by the Terms of Use.
Processing of personal data is governed by the Privacy Policy.
If there is a conflict between this Refund Policy and another applicable document, this Refund Policy controls with respect to refund eligibility and refund procedures.
17. Changes to This Refund Policy
Hetman Software may update this Refund Policy from time to time by publishing a new version on the Website.
The updated Refund Policy applies from the date of publication unless a later effective date is stated.
The “Last updated” date at the top of this page indicates when this Refund Policy was last changed.
18. Language
The English version of this Refund Policy is the controlling version. Translations may be provided for convenience only.
If there is any inconsistency between the English version and a translated version, the English version shall prevail to the maximum extent permitted by applicable law.
19. Contact
Refund requests and questions about this Refund Policy may be sent to:
Hetman Software
Individual Entrepreneur Yuliia Vasylivna Miroshnychenko, trading as Hetman Software
Ukraine, Kyiv region, Brovary