Unethical: 30 day "full quibble" guarantee
Ethical companies offering guarantees will usually offer them at "no (or very little) quibble" in the interests of offering great customer service. However this is not the case with Digiarty Software. For them the 30 day guarantee conditions are hidden behind the FAQ and it gives them full latitude to wriggle out of it, such that the guarantee is effectively worthless. The 'buy now' page does not highlight or link to any of their highly 'caveated' policy. Background I needed some video download software (for legitimate reasons) and after researching on the internet I found a review site that rated the Top 10 video downloaders for Windows10. VideoProc (from Digiarty) was rated as number one and in the blurb it highlighted that there is a 30-day guarantee. Having read all the reviews in the article I clicked through the (affiliate) link to Videoproc and selected the Premium 365 version for 3PCs, a 1yr licence at £32.90. I chose to go straight to the paid version becase 1) trial versions do not (generally) provide the full features that you need e.g. speed etc) 2) The 30-day money-back guarantee was highlighted without any caveat, so this seemed risk free, 3) the review site Comparitech praised the software highly, including the guarantee. No guarantee caveats were mentioned anywhere. So far so good, I downloaded and set up the software and set out to use it and it was unable to analyse (i.e. could not find) the embedded video file in the URL. Having followed their troubleshootng advice in the suport pages and getting nowhere I gave up and turned to the software of another provider which worked perfectly. So I uninstalled the software and contacted their support to get a refund. It's all uphill from here folks.... This is where their fine print is put to you... What is your refund policy? Digiarty Software, Inc. provides refunds within 30 days of product purchase. We'll hold the 30-day money-back guarantee if our products cannot normally work with error or bug and we cannot solve it within an acceptable period of time or provide a temporary solution. Sometimes the software doesn't work well due to improper operations. We strongly suggest you contact "support" for help first with detailed problem description. One business day reply is guaranteed. Please note we do not accept irrational or no reason refund. The following refund requests will be rejected: 1. You request a refund for no particular reason; 2. You request a refund by simply a "It does not work" or "I do not want it" reason and refuse to elaborate; 3. You request a refund for a feature we do not have/support. Digiarty products are sold as "try-before-you-buy" software. We highly recommend you to verify the program's functions and make sure it works well on your computer before your purchase. How long it will take to receive the refund? Once your refund is issued, the support team will confirm it within 24 hours. And it will take a little time to reach to your account due to some reasons like Holidays, Weekends. You can contact your bank or the credit card company to know more. Note: Once your refund is issued, your license will be marked invalid. Please uninstall VideoProc Converter and remove it from your computer. For goodness sake!! None of this was indicated in anyway on the Buy page for the product. No asterisk* or link to refund policy/ terms or conditions, nada. To cut a long story short - the exchange that I had with "Support", after they gave me the run around, wasting my time and asking me to try this and try that (note, I had already solved the issue with another company's solution) finshied up with this:- "Thank you for contacting Digiarty! Digiarty products are sold as "try-before-you-buy" software. We highly recommend you to verify the program's functions and make sure it works well on your computer before your purchase. And, we'll hold the 30-day money back guarantee if our products cannot normally work with error or bug. But, we do not accept unreasonable and unexplained refund. We only accept half refund as reason above! However, we do not think that your refund request is reasonable as we never advertise that the program you purchased is able to do the feature you need." So, if you can make sense of this nonsense they are basically telling me to "get stuffed" and they have trousered my £32.90 for nothing. My suspicion is that they are not complying with UK consumer law but life is too short to research that. The moral of this story is that Digiarty Software is an unethical company to do business with. Wouldn't you want any company to refund you if the software didn't work for you/ your application? After all what do you lose - you just give the refund and cancel the licence. You don't just sneer at the customer and say tough, you didn't read the small print!