AppSumo refunds, billing, and support

AppSumo customers often have questions about who handles refunds, billing issues, and product support. The short answer is that AppSumo handles the marketplace transaction, while Replaiy handles product usage and product support.

What AppSumo handles

AppSumo is responsible for the marketplace side of the purchase.

That usually includes:

• Refunds under AppSumo rules.

• Purchase-related billing issues.

• Marketplace transaction questions.

• Code redemption issues that depend on the AppSumo purchase flow.

What Replaiy handles

Replaiy is responsible for the product side.

That usually includes:

• Onboarding help.

• Help center guidance.

• Product usage questions.

• Bug reports.

• Support around seats, credits, and feature behavior inside Replaiy.

What is outside normal AppSumo scope

Some requests fall outside the normal scope of the AppSumo deal, such as:

• Large custom enterprise expansions.

• Special commercial negotiations for growth beyond the supported AppSumo tiers.

• Automatic inclusion in future high-cost add-ons.