DeepDataDive and DDD Builder are commercial business software products. This policy describes when refunds are and are not available, and how to request one if you believe you qualify.
DeepDataDive and DDD Builder are commercial business software products sold to business licensees. All sales are final. License fees are non-refundable except as expressly set forth in this Policy or as required by applicable law.
Because all sales are final, prospective licensees are encouraged to evaluate the Software before purchase. High Tide may, in its discretion, provide product demonstrations, trial licenses, sample data, or other evaluation materials upon request. Contact info@hightidesoftware.ai to request an evaluation.
Acceptance of the End User License Agreement is required before purchase. The complete EULA is presented and must be affirmatively accepted at checkout. By completing your purchase, you confirm you have read and agreed to the EULA. No refunds will be issued on the basis that the licensee did not read or did not understand the EULA prior to purchase.
Material Defect. If the Software fails to materially function as described in its published documentation, and High Tide is unable to provide a fix or workaround within thirty (30) days after Licensee’s written notice of the defect, Licensee may request a refund of the license fee paid for the affected License Key. Refund eligibility under this Section requires: (a) written notice of the defect submitted to support@hightidesoftware.ai within thirty (30) days of purchase; (b) reasonable cooperation with High Tide’s diagnostic and remediation efforts; and (c) deactivation of all affected Instances and destruction of all copies of the Software in Licensee’s possession.
Duplicate or Erroneous Charges. Charges resulting from duplicate transactions, erroneous billing, or unauthorized purchases will be refunded upon verification. Contact support@hightidesoftware.ai within thirty (30) days of the charge.
Required by Law. Where applicable consumer protection law mandates a refund right that cannot be waived, refunds will be provided to the extent and in the manner required by such law.
For clarity, refunds will not be issued for any of the following reasons:
Subscription license fees are billed in advance for the full subscription term and are non-refundable. Subscriptions do not auto-renew unless expressly agreed in writing. Licensee may decline to renew at the end of the current term by providing written notice to High Tide at least thirty (30) days before the renewal date.
To request a refund under Section 4, contact High Tide at support@hightidesoftware.ai and include: (a) the License Key(s) involved; (b) the date of purchase; (c) the email address used for purchase; (d) a description of the basis for the refund request; and (e) any supporting information (error logs, documentation references, correspondence). High Tide will respond within ten (10) business days.
Licensee agrees to contact High Tide and attempt to resolve any billing dispute under this Policy before initiating a chargeback with a payment processor or card issuer. Initiating a chargeback without first contacting High Tide may result in immediate termination of the affected License Key(s) and disqualification from future purchases.
High Tide may update this Refund Policy from time to time. The version in effect at the time of purchase applies to that purchase. The current version is available at hightidesoftware.ai/refund-policy.
Questions about this Refund Policy may be sent to support@hightidesoftware.ai or to High Tide Software Development LLC, 337 Tall Ships Lane, Hampstead, NC 28443.