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 billing@exthive.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 billing@exthive.com.

Once activated, the extension runs locally in your browser. It does not need a live connection to our servers to keep working, so an outage on our side does not stop you using what you paid for.

Licence validation is re-checked periodically. If validation cannot reach us, the extension continues in its licensed state rather than downgrading you — being offline is never treated as non-payment.

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 for the initial licence activation.

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

Delivery and licence issues: billing@exthive.com
Technical support: support@exthive.com
Typical response time: within 1 business day.