If FastSheet cannot open a file that we describe as compatible, you can request a refund within 14 days of purchase.
One email. No form to fill in, no survey, no "let me transfer you to retention". We would rather give you $29 back than have you keep an app that failed you.
1. What's covered
The promise above is the core of it: the app is sold to open large spreadsheets, so if it will not open yours, the sale did not deliver what it claimed.
"A file we describe as compatible" means an .xlsx or .csv file within the limits we state openly in §2 of the Terms and on the support page. We put those limits in writing precisely so this clause has a clear edge — a promise you can measure is worth more than a generous one you can't.
2. What isn't covered — said plainly
These are not defects, because we tell you about them before you pay:
- "I wanted to edit the file." FastSheet is a viewer. It never edits, and we say so on the product page, in the Terms, and here.
- "It didn't lift the row limit." A single
.xlsxworksheet holds at most 1,048,576 rows. That is a limit of the file format, and no viewer can change it. - "Some cells look different from Excel." Known display differences are listed on the support page. The values are right; some formatting is presented differently.
- "Windows warned me about the publisher." Our installers are not yet code-signed, and we say so before you download. See the support page.
We list these rather than leave them vague, because a refund policy that reads well but gets argued later is worse than no policy.
3. If your reason isn't on either list
Ask anyway, within the 14 days. We are a small studio, not a claims department, and a customer who feels cheated costs us more than $29 does. If your case is reasonable, we will refund it.
4. How to ask
Email us within 14 days of purchase with:
- your order number, or the email address you bought with;
- one line on what went wrong — the file's size and type, and what the app did.
Please do not attach the spreadsheet. We don't want your data, and we don't need it to give you your money back. If you would like us to try to fix the problem instead, the size and type of the file is enough for us to start.
5. What happens next
- A person reads your email — there is no bot in this loop.
- We may ask one question about the file, so the next customer doesn't hit the same wall. You are free to ignore it and still get the refund.
- We approve the refund through Lemon Squeezy, our merchant of record, who took the payment. The money goes back to the payment method you used.
- How long it takes to appear on your statement is up to your bank or card issuer, not up to us.
- After a refund, the licence ends: the key is deactivated and you should uninstall the app. See how to uninstall.
6. Please ask us before a chargeback
If something has gone wrong, one email settles it faster than a card dispute, and it reaches an actual human. Chargebacks cost us fees and time we would rather spend on the app. We have never refused a refund we said we would honour — and this page is the record you can hold us to.
7. PinRail and donations
PinRail is free, so there is nothing to refund. Donations are gifts rather than purchases, and buy no entitlement — but if you donated by mistake, tell us and we will sort it out.
8. There is nothing to cancel
FastSheet is a one-time purchase. There is no subscription, no auto-renewal, and no account. Nothing will bill you again, so there is no cancellation to remember, and no dark pattern hiding one.
9. Your legal rights
This policy is in addition to any rights you have under the mandatory consumer law of your own country — for example a statutory right of withdrawal. It does not replace them.
10. Contact
LK Software · Vietnam · SUPPORT_EMAIL_PLACEHOLDER
See also: Terms · Privacy Policy · Support