Refund & Support Policy

This policy explains when a customer is entitled to a refund for RebootGuard licenses, how to cancel subscriptions and transfer activations, and what to expect from Star Soft technical support.

We strongly recommend testing the software with the Trial plan on your actual hardware and games before purchasing, including games that use anti-cheat systems, and trying Maintenance mode and installing updates.

The Trial lets you confirm compatibility with your environment before any financial commitment and is the main way to avoid needing a refund.

You may request a refund for your first purchase of a Monthly, Yearly or Perpetual plan when all of the following conditions are met:

1. 1The request is made within 14 days of the first purchase.
2. 2The software cannot be made to work on a supported configuration according to the published system requirements.
3. 3You opened a support ticket and gave the support team a reasonable opportunity to resolve the issue without success.

When a refund is approved, the license and its activations are revoked and the software must be uninstalled from all PCs.

• Subscription renewal fees after the new period has been used.
• Unused parts of the current month or period.
• Requests made after the refund window.
• Issues caused by unsupported configurations, or by game or anti-cheat updates outside our control after the refund window.
• Licenses suspended or revoked for breach of the terms or abuse.
• Custom plans, unless the agreed quote states otherwise.

This does not affect any mandatory refund rights granted to you by applicable law.

1. 1Open a support ticket in the customer portal and choose the Billing and refunds category.
2. 2Include your order number, the reason for the request and the related technical support ticket number.
3. 3We will review the request and reply within 5 business days.
4. 4If approved, the amount is returned to the original payment method; processing may take additional time depending on the payment provider.

• You can cancel a Monthly or Yearly subscription at any time from the customer portal.
• Cancellation takes effect at the end of the current paid period, and the license keeps working until then.
• No auto-renewal surprises: renewal terms are shown clearly at purchase, and we send a reminder before renewal.
• Cancellation does not trigger a refund for the current period except as provided in this policy.

An activation can be moved to another admin PC (for example, when replacing the Master Console PC) through a transfer request in the customer portal, as follows:

• Each request is subject to the Company's approval, and the old activation is deactivated upon approval.
• One free transfer per activation per 12 months (draft value).
• Additional transfer requests may be considered case by case, for example for documented hardware failure.
• Transfers may not be used to exceed the permitted device count or to run a license in more than one venue at the same time.

The official support channel is the ticket system in the customer portal, which lets you track requests and attach information securely.

For pre-sales questions, use the contact form on the website or email us at [contact email].

Business hours: [business hours and time zone], excluding public holidays.

Support covers

• Installing the Master Console and the Client agent.
• Setup and configuration, including protection modes and Maintenance mode.
• Activation, licensing and activation transfers.
• Receiving and investigating compatibility reports for games and anti-cheat systems.

Support does not cover

• General Windows or hardware repair.
• Game-account or third-party platform issues.
• Network setup or software unrelated to RebootGuard.
• Recovering data lost because backups were not made or Maintenance mode was not used.

Support may ask for diagnostic logs to analyze an issue. Logs are uploaded only with your explicit consent for each upload, and you can review their content before sending. They are used only for the related ticket and deleted 90 days after it is closed, as described in the Logs and Data Collection Policy.

Technical support: the ticket system in the customer portal.

Billing and general inquiries: [contact email]

Star Soft — [Star Soft legal address]