FileTally Support and Refund Policy
Version: 2026-10-30

1. What support covers
FileTally support is intended for:
- account and sign-in help, including organization access questions;
- license delivery or resend issues;
- activation and replacement help;
- installation, update and packaging issues on any supported platform;
- purchase and refund review requests;
- bug reports and reproducible product issues.

2. What support does not promise
Support does not guarantee a custom workflow review, matter-specific consulting, document-by-document validation, or a response within a fixed SLA unless FileTally states otherwise in writing. Free users receive support on a best-effort basis.

3. Reporting issues
When reporting a product issue, include the FileTally version, a short description of what happened, and redacted screenshots or synthetic examples. Don't send confidential source documents or unredacted client information. Information you send to support is handled separately from local scanning.

4. Refund reviews
Refunds for purchases made in an Apple app store are requested through Apple's process, without limiting rights you have under applicable law. Refund requests for website purchases are handled manually. Where a refund is approved, FileTally may revoke, replace, or otherwise adjust the related entitlement so the license state matches the commercial outcome.

5. Replacement and recovery
Your license works on all devices you own or control, so you can install FileTally on a new or replacement device without releasing the old one. If you can't find your license key or file, contact support from your purchase email. FileTally may ask for enough information to confirm ownership and prevent abuse.

6. Customer responsibility
You remain responsible for reviewing output and deciding whether provisional, unsupported, failed, excluded or flagged items require manual handling before relying on the result in a client, claims, legal, records, or operational workflow.

7. Contact
Support: support@filetally.com

