Support and refund policy

Installation, configuration, and defects in the resource as delivered. Custom development, integration with third-party resources, and problems caused by your own modifications fall outside that scope.

In practice that means installation and configuration questions, defects in the resource as delivered, and help interpreting console output or the transaction log.

Custom development and feature requests; integration with third-party resources not published by Riftvane; problems caused by modifications you have made; and faults in your server environment, framework version or other resources.

These are excluded because they are open-ended, not because they are unwelcome questions. Where something is out of scope you will be told plainly rather than left waiting.

Start with the documentation, then open a private ticket with the details listed on the support page. Support covers licensed installations, so a ticket needs to be matched to a purchase.

Riftvane is an independent founder-led studio, so replies come from one person and arrive within working hours rather than immediately. Specific hours and a first-response commitment will be published here once they can be met consistently.

Checkout and payment processing are handled by a third-party store. Riftvane does not collect or process payment details, and the store is the merchant of record for your transaction.

Because of that, a refund is issued by the store rather than by us directly, and the store’s terms apply alongside this policy.

Digital products delivered through escrow cannot be returned in any meaningful sense once access has been granted, so refunds are not automatic. They are considered in good faith, and the most common grounds are straightforward:

If the product does not work as described on this site and the problem cannot be resolved, a refund is appropriate. If you were charged twice, or bought the wrong item and have not used it, likewise.

A refund is less likely where the reason is something published in advance — a limitation listed on the product page, an inventory that cannot store item metadata, or a feature that appears only on the roadmap. Those are documented before purchase precisely so the decision can be made beforehand.

Contact us first, through a support ticket or the contact page, and say what went wrong. Most refund requests turn out to be a problem that can be fixed, and if it cannot be, the request will be dealt with directly.

Where a refund is agreed, it is processed through the store, and the licence to use the software ends.

Say so. A disagreement about a refund is worth a conversation, and your statutory rights are unaffected by anything in this policy.