In short: refunds are issued only when we confirm a genuine technical defect in Site Locker itself. Refunds are not issued for accidentally or intentionally removing the extension, forgetting your PIN, or any other reason unrelated to a verified defect on our end.
When a Refund Will Be Issued
We will issue a refund only when all of the following are true:
- You report a specific, reproducible technical error - for example, the extension crashes, fails to unlock with a correct PIN due to a bug, or otherwise does not function as described in the Chrome Web Store listing.
- You contact us with a description of the issue (screenshots or screen recordings help) within 7 days of the charge in question.
- Our team is given a reasonable opportunity - up to 5 business days - to investigate and attempt a fix.
- After that investigation, we confirm the issue is a genuine defect in the extension and not caused by something outside it (see below).
If those conditions are met, we will refund the specific charge tied to the confirmed defect, processed back through LemonSqueezy to your original payment method.
When a Refund Will NOT Be Issued
To be direct about this, the following are explicitly not grounds for a refund:
- Accidentally or intentionally removing/uninstalling the extension. Removing Site Locker from your browser - on purpose or by mistake - does not qualify for a refund. It is your responsibility to keep the extension installed for the duration you've paid for.
- Forgetting your Master PIN or Site PIN. As explained in our Privacy Policy, PINs are hashed and never visible to us, so there is no recovery process. A forgotten PIN is not a technical defect.
- Not cancelling a subscription before it renews. See the section below - cancelling and refunding are different things.
- Change of mind after purchase, or not reading the pricing/plan details beforehand.
- Issues caused by a browser other than Google Chrome (or Chromium-based browsers) that we don't officially support, or by an outdated/unsupported browser version.
- Conflicts with other extensions or software installed on your device that we did not build.
- General dissatisfaction that is not tied to a specific, verifiable technical defect.
If your issue turns out to be user error (e.g. wrong PIN, extension paused via the Master Switch, browser sync not enabled) rather than a defect, we'll still help you get it working - we just won't process a refund for it.
How to Request a Refund
- Email support@xtriaatechnology.com with your order/license reference, a description of the technical issue, and screenshots or a screen recording if possible.
- We'll respond and may ask follow-up questions or request that you try a suggested fix.
- If we confirm a genuine defect that we could not resolve within a reasonable timeframe, we'll process the refund through LemonSqueezy. Refund timelines back to your card/payment method follow LemonSqueezy's and your bank/provider's standard processing times.
Subscriptions & Cancellation
Monthly, 6-month, and yearly plans renew automatically until cancelled. You can cancel anytime, instantly, from inside the extension: open the Pro panel and tap "Manage Sub", which opens your LemonSqueezy customer portal.
Cancelling stops future billing - it does not retroactively refund a period you've already been charged for, unless that specific charge also qualifies under the technical-defect conditions above. We recommend cancelling before your next renewal date if you no longer want the subscription, rather than waiting and requesting a refund afterward.