Support
Typically replies within 4 hours on weekdays. Include your order email and a one-line description of the problem and you'll get a direct answer, not a ticket number.
What you'll get within 24h of buying
- —Account access — purchase confirmation email with download link or repo access delivered to your checkout address within minutes.
- —GitHub invite (if applicable) — sent to the GitHub username in your order. If you didn't provide one, reply to the confirmation email with it.
- —Refund window open — 30 days from purchase, no questions. The clock starts when Stripe confirms payment.
Common questions
I bought a product but never got my GitHub invite.
Check the email address you used at checkout — the invite goes there within a few minutes of purchase. If it's not in spam after 10 minutes, email
[email protected] with your Stripe receipt and your GitHub username. We'll issue it manually within the hour.
I want a refund.
30 days, no questions. Email
[email protected] with the email address you used to buy and your Stripe session ID (starts with
cs_live_, found in your Stripe receipt). We process refunds within 48 hours. Full policy at
septimlabs.com/refund/.
The code doesn't work / something is broken.
Email
[email protected] with the product name, what you expected, and what actually happened. Paste any error message in full. We ship fixes fast — most bugs reported during business hours are patched the same day.
I can't find my download link or receipt.
Check the email address you used at checkout — search for "Septim" or "Stripe". If it's in spam or the address is wrong, email
[email protected] with your name and approximate purchase date. We can reissue the link within the hour. All Septim products are lifetime — you never lose access.
Refund & cancellation
Every digital product carries a 30-day no-questions refund. Service products (Audit, Session, Sift, Rescue, Deploy) have additional SLA-based triggers — see the full refund policy for the exact language.
There are no subscriptions to cancel. Every Septim product is pay-once. You own it.
Custom build engagements
If you're a business client on a custom build (or considering one), email [email protected] directly. The scoping agreement governs those engagements; the 30-day refund policy does not apply after kickoff deliverables ship.
Response time
- Weekdays 9 am–6 pm ET: typically under 4 hours
- Weekday evenings / weekends: typically next business morning
- Emergencies (Rescue product): first reply within 4 hours, 9 am–midnight ET service window