FirePDF Support Center

In this case, first please check with your card bank again to see if it is the misdirection of the bill. If you are viewing an online statement, the pre-authorization and the split settlements might appear as separate line items. However,you have not been improperly charged. The pre-auth should expire quickly after the settlement, but how it appears on online statements is up to the business practices of the issuing bank.

If you pay with credit card, the following situations may cause you to be charged twice.

1. You might click the payment button twice on the final confirmation page.
2. You refresh the payment page during processing, which may cause you to be charged twice.

If you're charged twice for the same order, please contact our support team and attach the bill statement for reference.

FireFDF's products are provided as trial versions for downloading directly from our Website. By using these "try-before-you-buy" versions, you can make sure that they are compatible with your computer systems and satisfy all of your requirements before purchasing the full versions.

Due to the automated way that orders are processed and fulfilled, once an order is processed and the registration details and download instructions are issued, it cannot be canceled. Exceptions to the refund policy are handled on a case-by-case basis and only granted when emergency or extenuating circumstances exist.

Unaccepted Circumstances
We generally do not refund or exchange products in these circumstances:

• You purchased the so-called "wrong" product, and you purchased the "right" product from another company.
• You changed your mind after placing an order.
• You requested for a refund for technical issues, but never provided any assistance to our support team with any detailed description of the problem.
• Refund for part of a bundle.
• You failed to receive the registration code for the product, and didn't try our "Registration Code Retrieval" wizard.

Accepted Circumstances

• You purchased a wrong product, and then purchased the right product from FirePDF within 90 days. We can refund you for the wrong product.
• You've been double charged due to the system problem of the third party payment platform.
• The product has fatal technical problems, and our technical support team failed to provide a fix or work-around within one month.
• You never received the registration code of the product from us, and even failed to retrieve the code from our "Registration code Retrieval" wizard or got no response from our support team after reporting this to us.

Once your refund is issued, please:
1. Uninstall the software and remove it from your computer.
2. Destroy the disc and uninstall the software from your computer if you purchased a CD version of the product.

If you bought a single-user license, that means you are allowed to use the program on one computer. If you want to use the program on a new computer, please uninstall it from the old computer first, and then install it on the new computer.

But if you have a desktop PC and a laptop, and you don't use the program at the same time, you are permitted to install the program on the two computers. Please note our license policy as below:

Installation of the program purchased under a Single-User Personal License is restricted to one single personal computer owned by or under control of the licensee plus one additional computer also owned by the licensee, e.g.: One computer at home and another at work, or a desktop at home and a laptop at home. However, at any given time only one copy of the purchased programs may be in use.

As developer of the software, we only charge the price stated on our website. There are several situations that you might be additionally charged.

1. Registration Backup Service or Download Protection (EDS), which are offered by MyCommerce, in case customers forgot or lost their registration information when they want to re-install the program.
Related FAQ: What is "Download Protection"
                         How to get refund for EDS?

2. VAT. Our payment platform charges applicable sales tax for orders in Colorado, Georgia, Iowa, Illinois, Minnesota, Nebraska, and Utah. Sales tax is automatically computed on both product(s) and shipping costs.
Related FAQ: How to get refund for VAT?

Pursuant to the European Union Digital VAT Directive, as of July 1, 2003, European customers will be charged VAT (Tax) on all downloadable digital products and services, including software at 15%.

Related FAQ: Why was I charged twice for one order?

If you have any more concerns, please contact our support team.
Related FAQ: Which support ways do you provide?

We accept payments by Credit Card, PayPal, Bank/Wire Transfer, Check/Money Order, Credit Card by Fax, and Invoice.
Below is a brief description of each option and the process to follow your order.

Credit Card: We currently accept Visa, Mastercard, American Express, Discover, Visa Check Card, Eurocard and MasterMoney. All orders are processed in real time and an email will be sent to you as confirmation of your purchase upon completion. This option is recommended and you can begin to download the software instantly. For all other options you will not receive your order until we receive payment.

Bank/Wire Transfer: Depending on your location, once you click "Place Your Order" a window of payment instructions will pop up on your monitor and an invoice will be posted to you. European customers who receive an invoice by postal mail may use the invoice to pay by bank/wire transfer or GIRO.

Check/Money Order: Once you click "Place Your Order" a window of payment instructions will pop up on your monitor. After choosing this option you will need to send a check or money order to the address listed on the final page. Your registration will not be complete until funds have been received.

Fax - Credit Card: Once you click "Place Your Order", a window of payment instructions will pop up on your monitor. The fax number will be presented at the bottom of the final page. Once we receive your completed information we will process the order as soon as possible.

Invoice: Once you click "Place Your Order" a window of payment instructions will pop up on your monitor. After you submit your order a printable invoice will be displayed in your web browser. After printing the invoice, you will then use it to remit payment to the address given on the invoice.

PayPal: Once you click "Place Your Order" you will be provided with information for making your payment by PayPal. By clicking on the "Buy Now" button on that page, you will be directed to the PayPal website to make your payment. Please note that you do not need to have a PayPal account to make use of this option. PayPal will also allow you to pay using a credit card.

Please follow these steps:

1. Click Buy or Buy Now on the product page of our website, and you will see a product list page pop up.

2. Check the list to make sure that you select the items you want. Please notice that Download Protection is provided by the payment platform MyCommerce. With Download Protection, you can downlaod the program if you lost the download link. However, we, as a software provider, also provide the service to you, what's more, it is free! If you don't need this item, you don't have to buy it.

3. Click Secure Checkout, and the Web page will lead you to next page. Fill in your card information on the page, and follow the on-screen instructions to complete the order.

Once your refund request is approved, it will take 3~5 business days for the credit to appear on your account. Sometimes during holidays it may take longer but it is not expected to take over 14 days.

Please allow 3 - 5 business days from this date for the credit to be applied to your account. Due to billing cycles, the refund may not appear on the same credit card statement as the original charge. If you are unable to locate the applied credit, please contact the issuing bank for further information regarding when it will be applied.

If the order is placed on MyCommerce Order Form, you can remove the Download Protection or other items by clicking the Remove button in the shopping list. If you need a CD backup, please click Add to cart button on the right-corner to add it.

By the way, Download Protection is charged by our payment platform, not by us. It enables you to download your purchased software version again in case of computer crash, virus, etc.You can view the detailed introduction of Download Protection form the website of MyCommerce here( https://shopper.mycommerce.com/eds_new.html ). While you will receive the update email for lifetime and retrieve the registration code for free.

The Download Protection is charged by the payment platforms such as MyCommerce, not us the software provider. If you want to get a refund of Download Protection, please write an email to the payment platform.
MyCommerce: ordersupport@mycommerce.com

In the email, please specify your order ID. What's more, please specify that you just want Download Protection to be refunded and you want to keep the software meanwhile.

For your information, Download Protection is offered and charged by MyCommerce, which is our partner in payment platform. And here is an introduction of Download Protection: With this service, MyCommerce retains a copy of your download, for a period of a year, should you need it again in the event of loss, a computer crash, virus, etc. https://shopper.mycommerce.com/eds_new.html

We are sorry that your order can not be canceled.

Due to the automated way that orders are processed and fulfilled, once an order is processed, it cannot be canceled. Meanwhile, as you may know, all our programs are try-before-buy version, which can help customers to evaluate the program at the extreme first before they purchase it. If you would like to request a refund, please see our Refund Policy.

We have two solutions here. You can choose one.

1. If you think you might use the "wrong product" in future, you can keep it and we will provide you free updates lifetime. And you can buy the "right product" with 20% discount.

2. You buy the right product first and then we will refund your money for the wrong one when we confirm the situation.

Contact us

Generally speaking, once the order is processed successfully, you will receive a confirmation email from the payment platform: MyCommerce. After this email, you will receive a registration email from us within an hour, please check both inbox and the spam folder to see if the auto-generated email is marked as spam.

You can go to the following links to confirm whether your order is successful or not:

MyCommerce: https://admin.mycommerce.com/app/cs/lookup

If your order is successful, but you have not received the registration email after 12 hours, you can try to retreive the registration code information from our support center. If it still failed, please contact our support team.

Note: To get prompt and specific support, please provide the Order Number and the email you used to place your order or attach the confirmation email from payment platform in your first email. This will help us locate your order soon.

Your money will not be charged until your order is processed successfully, otherwise nobody has the authority to charge your credit card for any purchase.