Thank you for choosing WMaster Cleanup. We are committed to providing high-performance, reliable Windows system cleanup and game boosting solutions. This Refund and Cancellation Policy aims to clarify your rights and responsibilities regarding order cancellations, refund eligibility, and payment dispute resolution.
By purchasing, downloading, activating, or subscribing to our products and services, you are deemed to have fully read, understood, and agreed to all the terms below.
1. Scope and Sales Channels
- Direct Purchases from Our Website: This policy applies exclusively to direct sales orders completed through payment processing channels directly partnered with our official website (https://www.wmastercleanup.com/), such as Stripe, PayPal, Coda, etc.
- Third-Party App Stores and Platforms: If you purchased software licences or in-app subscriptions through third-party app stores (including but not limited to Microsoft Store, 360 App Store, etc.) or authorised resellers, the transaction is entirely governed by the refund mechanisms and terms of service of that specific platform. We have no authority to directly intervene in, modify, or process original-route refunds for transactions outside our direct billing system.
2. Refund Eligibility
We determine refund eligibility subject to the following qualifying criteria:
- Perpetual Licenses and Long-Term Subscriptions (e.g., Annual/Semi-Annual Subscriptions): Within 60 calendar days from the date the payment is completed, if you encounter unresolved technical issues or the product fails to meet your reasonable expectations, you may request a full refund.
- Automatic Renewal Cycles (Applicable to Stripe and PayPal subscriptions only): Your subscription will automatically renew and be charged at the end of the current billing cycle by default. Please note that our website does not currently support direct subscription cancellation or management. Since our automatic renewal services are processed exclusively through Stripe and PayPal (transactions via Coda are one-time purchases only), to prevent the next recurring charge, you must log directly into your respective payment provider's dashboard (Stripe or PayPal) and manually disable auto-renewal at least 24 hours before the renewal date.
- Renewal charges are generally non-refundable. The refund policy applies only to initial purchases or the first subscription cycle that meets the timeframe criteria specified above.
3. Non-Eligible Refund Cases
Except where mandated by applicable laws and regulations, refund requests will not be approved under the following circumstances:
- The request is submitted after the applicable 60-day (or 14-day) refund window has expired.
- Incompatibility issues arising from the user's failure to review published minimum system requirements in advance or the user's refusal to update the operating system to the required version.
- Data loss and inconvenience from manually selecting items, misoperating, or failing to verify scan results can result in the system cache, browser cookies, critical documents, or essential registry entries being deleted.
- If the software triggers a heuristic false positive or alert by third-party antivirus software due to its underlying system optimisation mechanisms, our technical team will prioritise guiding you through troubleshooting or submitting the false positive to relevant security vendors for whitelisting. If you still have security concerns and choose not to proceed with the software, you remain fully entitled to apply for a refund within the initial purchase guarantee window (60 days) stipulated in Section 2. However, refund requests submitted after the guarantee window has expired, solely citing historical false positives or local antivirus software interceptions, will not be accepted.
4. Statutory Consumer Rights and EU/UK Cooling-Off Period Exceptions
If you are an EU or UK resident, you can withdraw from the contract within 14 days at no cost, subject to legal exceptions.
- Statutory Waiver for Digital Content: In accordance with Article 16(m) of the EU Consumer Rights Directive (Directive 2011/83/EU) and relevant local laws, you expressly acknowledge and agree that if you request immediate delivery of the activation key during the checkout process, or if you begin downloading, installing, or activating the software before the 14-day withdrawal period expires, you are deemed to have voluntarily waived your statutory 14-day right of withdrawal.
- Please note that the waiver of statutory withdrawal rights stated above will in no way prejudice or diminish your entitlement to our proactive 60-day/14-day commercial refund guarantee under Section 2 of this policy. We will strictly honour our refund commitments as outlined in Section 2.
- Nothing in this policy limits or excludes any non-waivable statutory remedies granted to consumers under applicable law for digital products containing material defects.
5. Technical Priority Resolution Mechanism
For any refund request based on a reported "software defect", we appreciate the opportunity to resolve the issue for you. After you provide basic error information, we will allocate a troubleshooting period of up to 7 business days to deliver a fix, patch, or configuration solution.
- Privacy Commitment: Throughout this process, we strictly respect your privacy. We adhere to the data minimisation principle and only request information strictly necessary to diagnose the issue. You are entitled to redact, blur, or mask any sensitive personal data (such as confidential file names, local IP addresses, etc.) in screenshots or logs. If the issue is confirmed to be an unresolvable software architecture defect under your supported environment, we will process a full refund.
6. Termination of Licenses After Refund Approval
Once a refund is approved and issued to the original payment method:
- The associated software licence Key and premium account privileges will be immediately and permanently deactivated on our licensing servers.
- The user is legally obligated to immediately uninstall and discontinue using the refunded software across all devices.
7. Application Process and Refund Timeline
To request a refund, please submit a support ticket via our official support email at support@wmaster.com with the following details:
- · 1. Order Number / Transaction ID (found on your payment receipt).
- · 2. The email address used at the time of purchase.
- · 3. Your current licence key.
- · 4. A specific statement of reason (if applying due to a technical defect, please attach error screenshots; all submitted files will be processed strictly in accordance with our Privacy Policy).
Approved refunds will be returned via the original payment method within 5 to 10 business days. The actual crediting timeframe depends on the clearing cycle of your issuing bank and the respective payment gateway.
We do not provide cash refunds, cryptocurrency transfers, or refunds to non-original payment accounts.
8. Policy Amendments and Interpretation
We reserve the right to revise or update this policy at any time to reflect business changes and international compliance requirements. The updated version will take effect immediately upon being posted on this page.