# Refunds and purchase restoration

What happened, what it means, and what to do next.

- [All support guides](/snapattic/support/)
- [Snapattic home](/snapattic/)

## What a refund changes

A verified full refund revokes the **server-side restoration entitlement** for the
provider-qualified mailbox that was purchased. After that, a new installation, an installation whose app data was cleared, or another
device cannot restore the purchase: it must contact the licensing service and will not receive fresh
purchase access.

## What a refund does not change

If an installation already has valid purchase access cached for that mailbox, it can continue
to work offline until the 30-day token expires. A refund cannot reach into an offline Mac and remove
that already-cached access. This is expected behaviour, not a second restoration entitlement.

## Need help with the result

- If a **clean** or **different** device restores after a refund, contact support with the provider,
  mailbox used for the purchase, and Stripe receipt reference if available. Do not send an app
  password, OAuth token, photos, or a purchase token.
- If an already unlocked offline installation still works after refund, that is the documented
  cached-offline behaviour above.
- If you have not received a refund decision, use the support contact published with Snapattic and
  share only the minimum receipt reference needed to locate the purchase.