Like many other software companies, the Swiss company Fookes Software (www.fookes.com) lets potential customers download free evaluation copies of its software before deciding to purchase. By using the free trial versions, people can verify that the software meets their needs and is compatible with their PCs. Because it allows potential buyers to try products for 30 days before purchasing, the company does not provide refunds except in the case of accidental duplicate orders. Here is the company's refund policy, as shown on its website:
All of Fookes Software's products can be evaluated, free of charge, through a trial mode or separate trial version that can be downloaded directly from our web site. Use the trial before you purchase to ensure that the full product will be compatible with your computer systems and satisfy your requirements. If you do not, you accept that the product may not meet your needs and that this will not justify a refund or chargeback. If you experience an issue with our software, then please contact our customer support service for help in solving the problem.
All sales are final and refunds are provided only for accidental duplicate orders. Refunds will only be made to the credit card or PayPal account through which the original purchase was made. An administration fee may apply in such cases to cover processing costs and third-party commissions.
Ordering a software license signifies your acceptance of this Refund Policy.
In addition, the ordering page on the website asks potential buyers to read the refund policy before ordering and provides a link to the policy page.
This morning you received an e-mail message from a customer who purchased a copy of Album Express, a software package that helps people organize photos in attractive online albums and slide shows. After purchasing the program, the customer discovered that his computer has only 16 MB of memory, which is not enough to run the software effectively. He is now requesting a refund of the purchase price of $24.95. The website clearly states that Album Express requires at least 32 MB of memory, but the customer's e-mail doesn't mention whether he read this.33
Your task: Write an e-mail message, denying the customer's request for a refund.