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Refund Policy
Last updated: 24 August 2026
We want you to be satisfied with your purchase. This voluntary policy is additional to your statutory consumer rights and does not limit them.
30-day satisfaction guarantee
If you are not satisfied with a paid Hyperoche software purchase, tell us within 30 days and we will back your refund request with the store — without asking you for a reason.
Who processes a refund
Hyperoche does not take payments directly, so we cannot return money we never received. The store that took your payment holds the payment method and is the only party that can refund it. What we can do — and will do — is support your request.
Each store acts as merchant of record for its own sales: it takes the payment, issues your receipt, and handles applicable taxes including EU VAT.
Phengos Pro is sold through itch.io. Hyperoche Restaurant ERP will be sold through our merchant of record once that is available.
Refunds on itch.io
How to request one. Contact itch.io support with your purchase information. Their refund process is described in the itch.io Terms of Service.
If the problem is technical, write to us first. itch.io directs technical issues to the publisher before processing a refund. Contacting support@hyperoche.com is therefore the faster route, and the problem may be one we can simply fix.
About your licence key. Phengos Pro is delivered as a licence key issued through itch.io's external key system. Because itch.io cannot disable a key once it has been claimed, they may ask us to confirm that the key has been cancelled before they process your refund. We will confirm this promptly for any request made within our 30-day window. You do not need to arrange that yourself — tell us your order reference and we will handle it.
Where our guarantee goes further. itch.io processes refunds where the software does not run, where something prevents access to it, or where it does not match what was advertised. Our 30-day guarantee is broader: within that period we will support your request whatever the reason, including simply changing your mind. The final decision rests with itch.io as the seller, but a request the publisher supports is not usually refused.
Other stores
When Hyperoche software is sold through a merchant of record, the provider named on your receipt processes the refund under its own procedure. Our 30-day guarantee applies wherever you bought.
| Where you bought | Who processes the refund | What we do |
|---|---|---|
| itch.io | itch.io support | Back your request; confirm key cancellation |
| A merchant of record named on your receipt | That provider | Back your request with them |
If you are unsure who processed your purchase, or the store does not respond, email support@hyperoche.com with your order reference.
What our guarantee can and cannot do
We think it is fairer to be plain about this than to promise more than we can deliver.
What we will always do. Within 30 days of your purchase, and without asking for a reason, we will support your refund request with the store. That includes confirming cancellation of your licence key where the store requires it, and answering any technical question they refer to us.
What we cannot do. We cannot return money we never received, and we cannot overrule a store's decision. The store holds your payment method and makes the final call.
In practice a refund request that the publisher supports is rarely refused.
Effect of a refund on your licence
Paid Hyperoche software is delivered digitally with a perpetual licence key. Receiving a refund ends your licence to use the refunded software.
The software validates its licence offline and does not contact a server for permission to run. When a licence is refunded, its key is added to our revocation list, and that revocation takes effect when the application is next updated.
We do not remotely disable software already installed on your computer, and we have no mechanism to do so. After receiving a refund you must stop using the software and remove the licence key, as the refund requires.
Free software
The Community edition of Phengos is free. There is no purchase to refund.
Trials
Where a trial is available, such as the one-month Restaurant ERP trial, it exists so you can evaluate the software before buying. We would rather you use the trial than buy and refund.
EU consumers
Consumers in the European Union also have statutory rights, including a 14-day right of withdrawal for distance purchases.
For digital content supplied immediately with your express consent, that statutory right may end once supply begins. See our Terms of Sale for details.
Our voluntary 30-day guarantee applies independently and covers a longer period than the statutory minimum.
Contact
For refund questions, contact support@hyperoche.com.