Hi @star26bsd,
We are sorry that this situation became frustrating for you, especially because you were trying to handle a time-sensitive migration.
For privacy reasons, we cannot discuss private license, payment, refund, or support-ticket details in a public WordPress.org review. However, we want to clarify a few points for other readers:
1. No feature was removed from your license after purchase. The additional restore / extractor tooling you refer to was never included in the license plan you purchased, and it was also not required for the migration workflow we pointed you to.
2. Our support team replied on the same day, confirmed that your license was active, corrected a renewal-date display issue, and offered to investigate the affected destination site directly. We asked for access so we could check the actual installation state, plugin activation state, and license recognition on that site. We could not complete that investigation because the migration was continued with another tool before we were able to inspect the site.
3. The refund was not refused. We already initiated a refund through our payment provider. At the time the refund was sent, we had not been informed that the original card / bank relationship was no longer available. After learning this, we escalated the case with our payment provider and continued working on a solution.
4. To resolve this faster, we will continue the refund handling through our official support channel and offer an alternative refund route privately.
We regret that your experience ended this way. Backup and migration situations are stressful, and we take that seriously. At the same time, we want to be clear that this was not a case of removing features from an existing license or refusing a refund.
Regards
Rene
