Answers to Frequently Asked Questions
Planning to upgrade to Windows 10? You must backup your important files before the upgrade! Read more…
- What is the "license key"?
- Do I have to pay to renew my license every year?
- How do I download the software I’ve purchased?
- How long will I wait for the license key after I have placed an order?
- What is your return policy?
- What is your upgrade policy?
- Can I order your products without a credit card?
- Why do you ask me for my address and phone number?
- What exactly do you mean by "secure order processing"?
- May I make a copy for a friend?
- Can I download the older versions of your software?
- What if I’ve lost my license key?
- How do I upgrade to the latest version?
- Do you offer quantity discounts?
- Do you accept Purchase Orders?
A: A license key is a small set of letters and numbers that we send you after you have purchased a license for our software. You need to enter your license key into the software to let it know that you have purchased it, and make it stop displaying the "registration reminders". The software may prompt you to validate the license key that you have.
A: No, you don’t have to renew and pay every year, the upgrades to the new versions are entirely optional. If the version that you have purchased works well enough for you, you can use it indefinitely without paying anything again. Only if you choose to upgrade to a new version you would need to pay the upgrade price.
A: Visit our Download Center and download the installation file of the product that you have purchased. Save the file to your computer, then run it to install the software.
Important: Make a backup copy of the installation file that you have downloaded from our web site, as well as a copy of our message with your license key, on a flash, USB, CD-R, or other external disk, and store it in a safe place, because if you ever need to reinstall the software, you will need both, the installation file and your license key to install the software in the licensed mode. It’s not enough to store the installation file on your hard disk, because if it crashes, you will lose the file. (Yes, hard disks do crash.) We provide for download from our web site the latest versions of our products only. When we release an updated version, we remove the older version from the download area, so the installation file with the version that you have purchased may not be available for download in the future. Remember, it’s your responsibility to backup your important files!
A: Usually just a couple of minutes, or sometimes a few hours, if you have submitted your order during our normal business hours (we are in the USA, on the Mountain Time). If you have placed your order after hours, or during a weekend or a holiday, it may take 24-48 hours to process your order. If you have ordered from us before, then your upgrade order may be processed automatically and you will receive your new license key within a minute or two. If this is your first order with us, however, then we may need to review it manually before processing, for security reasons (to prevent unauthorized charges to your credit card). In a perfect world we would rather fulfill orders automatically, but since this world is not that perfect, we must be on a lookout for its imperfections, and that unfortunately takes time. Thank you for your patience and please accept our apologies for the security checks we must perform.
Note that you can start using the software without entering a license key into it: our programs are fully functional even before you have purchased them! You can always enter your license key into the program later on, after the program has been installed.
A: We are not happy if you are not happy with our software, so we offer an unconditional 30-day money-back guarantee on every software license for up to 5 computer or users, except as listed below.
NOTE: The CD-ROMs and shipping charges, if any, are not refundable. (We can only REPLACE a defective CD-ROM). Some products and optional add-ons that we sell are not refundable: such purchased usually contain the text NOT REFUNDABLE on the purchase web page. Service fees for a license key replacement are not refundable: please backup your license key and installation file with your other important files to avoid such replacement fees. Licenses for more than 5 users or computers are not refundable: please feel free to try out the 100% functional evaluation copies of our software before purchasing such a license.
Finally, if you have requested a refund, and then purchased that or any other product from us again, the second purchase is not refundable. Again, please try out the 100% functional evaluation copies of our software before purchasing a license for the second time.
Please use the Refund Request web page to request a refund.
A: We provide free upgrades to the updated versions of the same product that we may release within one year from the date of your purchase. For example, if you have purchased your license in March 2010, you may use your license key for all updated versions of the same product that we may release during the next year, up to March 2011 (both minor and major upgrades are covered by this offer). In other words, within one year after the purchase you get all upgrades to the product free of charge. To upgrade, download the installation file with the latest version, install it, enter your existing license key into it, and that’s all.
If your one year of free upgrades has already expired, you can purchase the updated version at a discount: visit our online Upgrade Center, enter your existing license information into the form, and the next page should show the discount upgrade options available to you. (Of course, you don’t have to upgrade if you don’t want to: you may continue using the version that you have purchased for as long as you like, if it works for you well enough, without paying any additional fees.)
A: Yes, you can. In addition to the major credit cards we also accept PayPal payments, checks (in US dollars, drawn on a US bank), money orders, International Postal Money Orders (in US dollars only), and American Express Money Orders (in US dollars only).
We also accept direct bank (wire) transfers from our business customers, but such transfers require additional fee.
Please contact us for more information about the off-line payment options.
A: Because our credit card processor requires us to collect this information in order to validate the credit card number you are submitting. In a regular shop, when the credit card is physically present during the transaction, the clerk can examine the card and your signature on it, but in the online shops such as ours we have only your credit card number, and the only way to verify it is to compare your billing address that you have entered with the address on record with the bank that issued your card.
Even if you do not use a credit card, we are required to have your address on record for the sales tax purposes, to be able to verify your license and confirm your order, if necessary, and sometimes even to contact you (in case your email server goes down).
A: This means that when sending us your credit card information via the Internet, your web browser will encrypt it first, and then send it to our processing server in the encrypted form, so that your credit card information cannot be read as it travels over the Internet.
We use the industry standard Secure Sockets Layer (SSL) protocol for secure online commerce transactions.
A: The best way to make sure your friend or associate gets a legitimate and complete copy of our software is to direct them to our download web page:
Please remember that you may NOT share your license key, if any, with anybody else. The license keys we provide you with are for your own use only. If your friends or associates like our software, please let them purchase their own license keys. (Any unauthorized use of a license key may result in its cancellation without refund.)
For a complete text of the software distribution terms, please refer to the End User License Agreement, accessible through the links on the product web pages here, and also displayed during the software installations.
A: We provide for download from our web site the latest versions of our products only. When we release an updated version, we remove the older version from the download area, so the installation file with the version that you have purchased may not be available for download in the future. To be able to install the version that you have purchased please back up the installation file that you have downloaded after the purchase, along with your license information, because you will need them both if you decide to reinstall the software. Remember, it’s your responsibility to backup your important files!
If you no longer have the original installation file with the version that you have purchased, you will need to upgrade to the latest version.
A: We advice you to save a copy of our message with your license key with your other important documents to avoid the hassle of getting a replacement. If you cannot locate a copy of your license information, you can order a replacement. To locate your original purchase order and verify your license we may need to ask to provide your full name, mailing address, email address that you had at the time of your original order, as well as the approximate date of your order and the method of payment that you used when purchasing your license.
A: If you have purchased from us in the past, you can buy a license for a newer version of the same product at a discount. (Or, if you are within the "one year of free upgrades" period, you can upgrade to the newer version without paying anything!)
Simply visit our Upgrade Center and enter your license information for the product that you have purchased in the past. You will be presented with the upgrade options available to you. And remember, when you purchase an upgrade, you get a new full year of free upgrades with it, too!
A: Yes, we accept Purchase Orders from the US organizations and companies, please see this page for more information.