Below are frequently asked questions about pre-sales, payment, and license. If you do not find your answer here, please feel free to contact us via Email below, we will respond within 48 hours on weekdays. Customer Support email: support#tenorshare.com (replace # with @)
Q1: Is it secure to purchase from your website?
Yes, don’t worry about that. Your privacy is guaranteed by us when you are browsing our website, downloading our product or making an online purchase.
Q2: What is your license policy?
We provide Personal License and Unlimited License. Personal License is limited to install our software on three personal computers for use; while the Unlimited License allows purchaser to install the program to unlimited PCs.
Q3: Can I evaluate before purchasing?
Yes, we provide trial version for all programs with very few functional differences from the paid version. Limitations of specific product can be found in Technical FAQs.
Q4: Can I order without using a credit card?
In addition to credit cards, we accept checks, PayPal, Money Orders and Wire Transfers. You can choose to pay by check or Money Order or Wire Transfer on the payment page. There is specific guidance for you to process the order.
Q5: Will I get physical copy of the software paid?
As software developer, we only provide download version for purchased customers. If you need a physical copy, please add Backup CD in the shopping cart with extra charge. This Backup CD is charged and provided separately by our payment partner.
Q6: What is Download Protection?
The Download Protection is an extra service that is provided by our payment partner, who stores a back-up copy of the software that you purchased on server for two years. Check more info here.
It is not necessary to purchase this service since we update software periodically and always provide free downloads and updates for purchased customers. Click Remove button in the shopping cart and update the price will free you from being charged for this service.
Q7: How do I know whether my order is processed successfully?
Generally you'll receive the order confirmation e-mail within one hour after the order processed successfully. We recommend you check the SPAM/Junk folder.
If you do not receive the registration e-mail after several hours, please contact our support team at support#tenorshare.com (replace # with @), and attach your order information. Our support staff will reply within 48 hours on weekdays.
Q8: Can I cancel my order after placing it?
Once an order has been processed successfully, it is not refundable, due to the automatic order process system.
Q9: What should I do if I purchased the wrong product?
Please contact the support people to exchange by paying price difference; or you can purchase the correct product and then request refund for the wrong order.
Q10: Why was I charged more than the price listed on the website?
As software developer, we only charge the price as list on the website. For the extra part, it might be the tax or Download Protection (Extended Download Service).
What is Download Protection/Extended Download Service?
EDS (External Download Service) is a service provided and charged by the payment platform separately, which lets you store your software download on a secure server for backup purposes for two years.
Is it necessary to purchase this service?
Honestly it is not necessary. We provide free downloads and updates for our purchased customers. Go to our official website to download the latest version, or contact us freely.
How to get refund of EDS?
As a separate charge from our software, you need to contact payment platform to request a refund of this service. Here is the website to contact:
Tip: Please provide your order ID and specify that you'd like to refund the EDS (External Download Service) only, not the software.
Q11: What is your upgrade policy?
We provide free upgrades for purchased customers. If the upgrade requires new registration code, please contact our support team and attach your order info for quick answer.
Q12: What is your refund policy?
Tenorshare values every customer that comes to us and puts customers' satisfaction as the top priority. To achieve this, we are working continuously to provide customer a pleasant experience with better software and service.
All Tenorshare software can be tested with a trial download. The trial version offers free scan and preview with only a limitation of no recovery or export. This should help users to determine whether the software works as expect and satisfies purchase demand.
Based on this try-before-purchase system, following circumstances are excluded from our refund guarantee:
1.Wrong or mistake purchase.
2.Change of mind after purchase.
3.Part of a bundle.
4.Did not receive order confirmation e-mail and registration code in time, and didn't try online support or contact staff assistance.
5.Request refund for technical trouble, but fail to cooperate by providing details for troubleshooting.
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