Untangle, Inc. Refund & Return Policy

Software

If you are not 100% satisfied with any Untangle software subscriptions, please contact us within 7 days of your purchase to receive a refund. Your refund will be subject to a processing charge of either $100 or payment for the first month of service (calculated at the Monthly Subscription rate), whichever is less.

Refunds requested more than 7 days after your initial purchase date will not be issued unless the transaction was the result of a fraudulent purchase.

If you are issued a refund, it should appear on your credit card or Paypal statement within 72 hours upon us notifying you. After receiving your refund, you agree to uninstall and/or stop using any Untangle, Inc. software product(s) for which you no longer possess a valid license for. Untangle, Inc. reserves the right to disable any Untangle Account, product keys, vouchers and/or serial numbers issued for the refunded products.

Hardware

Requests to return Untangle hardware products must be made within 7 days of delivery. If the product is returned in as-new condition during that period, a refund will be granted for the purchase amount minus a 20% re-stocking fee. After 7 days, the terms of the hardware warranty agreement apply.

The software licenses may not be transferred to other hardware, unless that hardware is an Untangle replacement unit.

During the first 15 days after receipt of their appliance, customers may request a performance upgrade to the next larger appliance. If approved, the customer will be charged a restocking fee of $150 or 10% of the original purchase price, whichever is greater, in addition to the difference between the new and returned model. They will then be billed at the higher renewal rate at the end of the software subscription.

Warranty

Untangle hardware products are covered by a one, two or three year manufacturer warranty based on the option chosen at the time of purchase. If local regulations require a longer period, the longer warranty period applies. The warranty period is effective from the date of delivery to the original purchaser. Any products that are found to be defective within this warranty period will, at the option of Untangle, be replaced or repaired.

During the warranty period, Untangle will repair, replace or credit all defective products, provided that they are returned to Untangle. Return, replacement or repaired units being shipped to and from customers outside the United States will be shipped at the customer's expense. Untangle has sole discretion to determine whether a particular product will be either repaired or replaced. Returns must be made in original factory packaging and include all components originally shipped. Untangle reserves the right to charge for any missing components or packaging, or for damage sustained by the hardware as a result of returning it in non-original packaging, even if the unit otherwise qualifies for warranty repair or replacement under this policy.

Warranty only applies to defects in materials and/or workmanship, which occur during normal wear and proper use.

Warranty does not apply to those products that are damaged due to misuse, abuse, negligence, alteration or modification. 

Warranty does not extend to any damage that occurs in shipment or due to natural phenomenon (e.g. lightning). 

Warranty will be voided if the original serial number on the product is removed by accident or intentionally, or if the tamper resistant seal is removed or broken for any reason. 

Reseller Purchases

Our Refund Policy applies only to software and hardware purchased directly from Untangle, Inc. If your software or hardware was purchased through a 3rd party or reseller, it must be returned to that 3rd party or reseller, which may in turn be subject to different returns policies than ours.

Limitation of Liability

Untangle will not be liable under any circumstances for any indirect, consequential or incidental damages related to your use of our products, and the amount of any direct liability owed by Untangle hereunder is limited to the amount payments it has previously received from you for the product.