Doug

You really ought to have a statement on the payment page which says that the PayPal email address and the one you provide at checkout must be the same.

Its rather rude to refund the payment after a short while without any explanation and without any response to questions in that regard, and for me to have to trawl the forum to find this out.

I really cannot see why you cannot state this at checkout as it would make things a lot easier and avoid this type of posting. Also if you are going to refund please have the decency to say why.

I am sure you attract a lot of potential customers you don't want but try and not treat those of us who are not criminals as though our custom is not wanted.

Jay

We're not sure what you mean by this:

"... and without any response to questions in that regard,"

When have we not answered your questions?
If you did not get a reply from the email tech support, then let me know and I'll see why that happened.

email support answers *all* questions that they receive.

I made two enquiries. after the uncommunicated refund which I was informed of by paypal only. First I sent an email and then submitted feedback after uninstalling your product. as I could not use it anymore.

So far no response and no reason for refunding other than my own assumption that it is because the email addresses were different. One does not even get an automated response saying your query has been received.

Perhaps I ask for too much?!

Under the email address you used to sign up for the forum, there is no email from that address going to staff@hide-my-ip.com
You can find that email address on the web site at this link: http://www.hide-my-ip.com/contact.cgi

Please provide us with the email address you used to write to staff@hide-my-ip.com about this issue and I will investigate as to why you were not replied to, as you claim.
If you still insist that you were not replied to, then we suggest you review this link:
http://www.hide-my-ip.com/forum/index.php?showtopic=163

The "comments" section after an uninstall are exactly that, "comments".

Those other two links are brought to your attention because it appears you over looked this link:
http://www.hide-my-ip.com/forum/index.php?showtopic=667 before purchasing.

The wise consumer reads as much as possible before making a purchase.
Links to our forum can be found on the bottom of every page of the website.

Doug

Your last comments are a little disingenuous to say the least. I don't think a $29 purchase warrants an hour of reading to get acquainted with every subtlety that may exist when trying to purchase. But yes your reply was captured in my junk filter and I have now retrieved it. Still though the reply is in response to my query. If you can automate a check to decide to refund its strange you cannot automate an instant email when you refund. But no worry, as you say a wise consumer would not expect this and would rather read through reams of small print and forums before deciding to spend $29. Funny but I thought having an explicit statement on the payment page about the paypal email issue could have avoided such a stupid debate and spared your customers the wasted time of having conversations like the present. But hey don’t take advice from the unwise!