Delivery & Fulfilment Policy

An ExtHive purchase gives you three things:

1. A licence key, emailed to the address used at checkout, which unlocks the paid features in the extension.
2. A receipt or VAT invoice from Paddle, our Merchant of Record, sent to the same address.
3. A billing portal link in that email, where you can update payment details, download invoices, change plan or cancel.

The extension itself is always free to download from your browser’s official extension store. The purchase unlocks features within software you already have installed — it is not a separate download.

Delivery is automatic and immediate. In normal operation the licence email arrives within 5 minutes of a successful payment, usually within seconds.

Payment methods that settle asynchronously — some bank transfers, SEPA direct debit and certain local methods — only trigger delivery once the payment clears, which can take 1–3 business days. Paddle shows this on the checkout screen before you confirm.

Delivery is not affected by your location, weekends or public holidays, and there are no delivery windows to choose from.

1. Install the extension from your browser’s extension store if you have not already. See the extensions page for links.
2. Open the extension and go to Settings → Licence.
3. Paste the licence key from your email and select Activate.

Paid features unlock immediately, with no restart required. Your plan’s device limit is shown on the pricing page; you can deactivate a device from the same settings screen to free up a slot.

Activating creates your ExtHive account, keyed to the email you purchased under. It exists to hold the licence, to enforce the device limit and to enable any account-based features on your plan — never to collect what the extension processes. The Privacy Policy sets out exactly what it holds. Free plans are not affected: they need no licence and no account.

Work through these in order:

1. Check your spam, junk and promotions folders. Automated receipts are the most commonly filtered mail there is.
2. Search your mail for “Paddle” and for “ExtHive” — the sender may not be what you expect.
3. Confirm the address you used at checkout, including any typo in the domain.
4. Email support@ext-hive.com with the payment date and the last four digits of the card. We will resend the licence, usually within a few hours and always within 1 business day.

If we cannot deliver your licence at all, you receive a full refund. That is not discretionary — an undelivered product is always refunded.

ExtHive does not sell, ship or deliver any physical item. There are no shipping fees, no customs or import duties, no tracking numbers and no returns address. Any charge beyond the price shown at checkout and the applicable tax is not from us — please report it to support@ext-hive.com.

Once activated, the extension runs locally in your browser. Detection never needs a connection: it is on-device pattern matching, and it keeps working exactly the same whether or not you are online.

Your licence is re-checked with us roughly once a day, so a subscription can be honoured across your own devices and stop when it ends. If that check cannot reach us, your paid features continue for seven days rather than cutting out — being offline, or an outage on our side, is never treated as non-payment. Only a definite answer from us that the subscription has ended, or that this device was removed from your plan, returns the extension to the free tier.

Each plan covers a set number of devices, listed on the pricing page. Activating on more than that is refused rather than silently allowed, and the extension shows you your other devices so you can free a slot — replacing a laptop takes a few seconds and no support ticket.

Before purchasing, make sure your setup is supported. Each extension’s product page lists its supported browsers.

• A current version of a supported browser — Chrome, Edge, Brave or another Chromium-based browser, with Firefox support arriving per extension.
• Permission to install extensions. Managed or corporate devices sometimes block this; check with your IT team first.
• An internet connection to activate a paid licence, and occasionally afterwards to re-check it. The free tier needs none, and detection never does.

If you buy and then find your environment is not supported, our 14-day refund guarantee covers you.

Delivery and licence issues: support@ext-hive.com
Technical support: support@ext-hive.com
Typical response time: within 1 business day.