30-day guarantee on Omni’s App Store apps

by Linda Sharps on April 7, 2010

Now that we have three products available from the App Store, certain things have changed about the way we do business. The access to our software has changed. The way we receive payment for our software has changed. The flexibility we've always had with regards to discounts has changed. 

We plan to continue developing for iPhone and iPad. As Ken wrote back in January, it's our intent to bring all five of our productivity applications to iPad. This means, obviously, that these aren't short-term business changes for us. 

It has always been Omni's policy to give you as much information as possible to help you make an informed purchasing decision, because we truly want you to be happy with what you buy. This is a core value of our company, which we prioritize in a number of ways. We try to make sure you have access to good resources and documentation. We provide free trials on all of our Mac software. We offer top-notch customer service, including phone support. We offer a 30-day guarantee on products sold from our online store, no questions asked.

Your satisfaction is every bit as important to us as the sale. 

We're not trying to say we don't need to make money, because we do. We need to pay our rent, pay our employees, help others when possible, save enough to make it through bad years, and in a good year, hopefully even have a little extra for profit sharing. Omni has limited resources to invest into our development work, and we do have to recoup those expenses or we can't continue offering the products that we do.

However, no one here wants you to buy something from us that you won't enjoy using. Our primary goals are to help you decide if our products are right for you before you buy, and to help make things right if you aren't happy after you buy.

To that end, we've made some decisions that are intended to help us continue to do business the way we want, even within this new distribution model. Starting today, we are offering the same 30-day money back guarantee on all of our iPhone and iPad apps as we do with our other software. This applies to OmniFocus for iPhone, OmniGraffle for iPad, and OmniGraphSketcher for iPad. If you find that you're unsatisfied with your purchase, email sales@omnigroup.com with a copy of your App Store receipt and the reason for return, and we'll refund your money.

Let's just be up front about the fact that this choice obviously opens us up to some risk. We pay 30% of our App Store sales to Apple whether or not we refund a purchase, for one thing. 

So why are we doing this? Because we want to give you the same confidence in buying our App Store software as you have when you buy our Mac software. Because it's important to us that we continue to provide the same support and service we always have. Because we believe the benefit outweighs the risk.

The 30-day guarantee isn't intended to take the place of a demo period. We do ask that you take the time to look at the product features, watch the videos, and ask questions before you make your purchase. If we haven't given you what you need to make a buying decision, please, tell us what would help. 

Finally, if one of our products doesn't seem right for you, we don't want to try and convince you otherwise. We'd love to hear why it isn't right for you, of course, because that's how we make improvements, but we don't want you to buy something you don't need. The ideal outcome for us is when you get amazing value from the applications we create. 

That is, after all, the real reason we do what we do. 

Thank you for taking the time to talk with us. We hope you know your comments and concerns are always welcome.