Replacement File Policy
Important! After downloading any of our files, please backup a copy of the file you downloaded onto a CD and keep it in a safe place. We cannot under any circumstances send you the file again if your computer has crashed, or if you have bought a new computer etc., whether you purchased the download last week / last month / last year or whenever. It is YOUR responsibility to keep valid backups in case of such events.
So, why do we have this policy? It's pretty common in the software industry - after all, you wouldn't go into a high street shop and say "I bought a widget from you last month, but I've lost it. Can I have another one free please?". Try it, and you'll probably be shown the door! We have at least 2 or 3 of these requests each and every week. I think the record was 11 in one week. Maybe one of Microsoft's automatic updates went a bit haywire, who knows.
This page might be a bit long, but please do read it all as I think it explains the situation clearly.
Without being too technical.... when you purchase a download from us, the link you receive is automatically generated as a long string of random characters. This means that your download link is unique to you, and you only. Nobody else would know that link or be able to access it. The system we use works very well, and is very reliable. It means that you can purchase a download at any time of the day or night, 365 days a year, and have the file available literally within seconds. With the best will in the world, we couldn't possibly offer such an excellent service if we had to sit here and wait for your order, then send you the link manually! This automatically generated link is available in your account on our website. It's valid for three full days, after which it expires and is no longer available to you, so you have plenty of time to access any files you've purchased from us.
Now that you know (more or less) how it works, we'll explain what would have to happen if you ask us to send you the file again because your computer crashed / you bought a new computer / you deleted it by accident / you had a virus etc etc. That random link mentioned above is generated automatically by your payment, we cannot generate a new one for you. We would have to upload that file to our website and send you the link. We can't send you the link to the existing file because none of our downloadable files are on our website - they're in a secret location, hidden away from Google's search engine. If we send you a link to that file we just uploaded, it would be no time at all before Google picked it up and the whole world and his dog would be able to access our files for free. Yes, we could delete those files after a day or two, but ninety nine times out of a hundred we have no idea whether the person who asked for the file has downloaded it again or not, so we may have to go through the whole thing again. That's assuming of course that we've actually remembered to delete the files in the first place! Sending the replacement file by email isn't really an option; our files are anything up to 5mb and some ISPs reject attachments that large, and the whole thing is returned to us.
All this takes time of course, it can take an hour or more of our time for each person who asks "for the file to be sent again". So, please please please just take a couple of minutes of your time to copy the download to a CD and keep it in a safe place. It would save you (and us!!) a whole lot of grief, honestly. And anyone who asks "for the file to be sent again" will be sent a link to this page.
Thank you for reading!