Support Policy
Ultrawider is an indie project. This policy explains how billing, cancellation, technical problems, accidental charges, and goodwill refunds work for Ultrawider Pro — our monthly and yearly subscriptions and the one-time lifetime licence.
1. Cancelling and refunds
Ultrawider Pro monthly and yearly plans renew automatically until you cancel. You can cancel anytime, self-serve, at ultrawider.net/cancel (or email hello@ultrawider.net); cancelling stops the next renewal and you keep Pro until the end of the period you've already paid for. The one-time lifetime licence never renews, so there is nothing to cancel.
Payments are generally non-refundable once a billing period has started, except in the goodwill cases set out below and except where mandatory consumer-protection law in your country gives you a refund or withdrawal right. We don't offer "I changed my mind" refunds for a period already begun — cancel instead and you won't be billed again — but we do make things right when something is genuinely wrong on our end (see Section 2).
2. When we WILL issue a goodwill refund
We're indie, we care, and we don't want to hold anyone hostage to a product that genuinely doesn't work for them. At our sole discretion, we will issue a goodwill refund in cases like:
- Your card was charged but the Pro license key never arrived in your inbox after 24 hours and we couldn't recover it for you.
- The extension has a technical defect that prevents Pro features from working on supported sites, and we cannot resolve it within a reasonable time.
- You were double-charged or charged by mistake (for example, two transactions for the same order ID).
- Fraudulent use of your card (someone made an unauthorised charge on your card). Please report this to your card issuer in parallel.
In any of these cases, email hello@ultrawider.net with the subject line "Support Request" and we'll reach back within 1 business day.
3. When we will NOT issue a refund
- "I changed my mind" / "I don't want this anymore" after a billing period has already started — cancel instead, and you won't be billed for the next period.
- You no longer use the supported sites Pro unlocks (your usage habits changed after purchase).
- You activated on 3 devices and now want to switch — please email us, we can rebind devices without a refund.
- Pattern of purchase-and-refund-cycle abuse from the same email or card.
4. How to reach us
All support and refund-discretion requests go to hello@ultrawider.net — please include:
- the email address you used at purchase,
- your order ID (from the confirmation email we sent),
- a short description of what went wrong.
We acknowledge receipt within 1 business day. If we agree to issue a goodwill refund we do so within 7 to 14 business days depending on the payment rail.
5. Refund channels we can use
Because of cross-border payment-rail limitations, the refund channel depends on where you are:
- Card reversal via the original payment processor — preferred where supported. Funds return to the same card in 7–14 business days; your statement will show a reversal of the original "LAVA.TOP" charge.
- Cryptocurrency (USDT) — fastest option (under 1 hour). Requires you to provide a wallet address (TRC20 or Polygon).
- Bank transfer in your local currency — for jurisdictions where the original channel cannot reverse the charge. We'll request the appropriate details case by case.
We'll always offer the most convenient channel for your situation. Currency conversion fluctuations between purchase date and refund date are determined by your card issuer or bank and are outside our control.
6. Chargebacks
If you believe a charge is incorrect or has gone wrong, please email us first — we resolve real issues faster than a card-network chargeback can. Initiating a chargeback before contacting us may delay resolution, and in cases of repeated abuse may result in revocation of the associated Pro license.
7. Statutory consumer rights
Nothing in this policy excludes or limits any non-waivable statutory consumer right you may have under the mandatory laws of your country of residence. Where local law grants a more generous right than this policy, that local law prevails to the extent of the conflict.
8. Contact
All support and refund-discretion correspondence: hello@ultrawider.net.