Your rights come first
This policy does not remove mandatory rights for defective, deficient, misdescribed or undelivered products or services. A refund required by law does not depend on purchasing technical support or renewing updates.
Digital software and updates
We do not offer an unconditional change-of-mind guarantee after files have been supplied and accessed or downloaded. Review the description and requirements before buying. An unadvertised feature, changed preference or clearly disclosed incompatibility does not ordinarily qualify for a discretionary refund; misleading descriptions or advice remain our responsibility.
Contact us promptly to cancel an undelivered software order before accessing or downloading files, or an unused manual update renewal. A renewal cancellation must preserve earlier paid entitlements.
Report duplicate charges, missing delivery, the wrong product, material differences from the description or defects. We investigate and explain the remedy. We may offer a fix or replacement where appropriate, but do not require repeated repairs instead of a legally required refund. Expired personal support does not automatically invalidate a defect claim.
Services and support hours
Before work starts, we refund a cancelled service payment if no expressly authorized third-party cost has been incurred. After work starts, we itemize properly performed work and authorized non-recoverable costs, and refund the unused balance where applicable. There is no blanket cancellation penalty.
A support-hours quote must disclose any expiry and unused-hours treatment before payment. Without a different lawful, expressly agreed term, unused prepaid hours are refundable. Deficient work remains subject to the appropriate remedy; recording hours does not remove your rights.
Installation cancellation does not automatically cancel an independently delivered software purchase. Custom projects follow the agreed milestones and lawful cancellation terms in their written scope.
Request and processing
Contact us with the purchase email, order reference, affected item and reason. Do not send card numbers or payment passwords. We may ask for proportionate evidence and will explain our decision in writing.
Proposed processing targets: acknowledge within 48 hours, aim to decide within five business days after receiving the necessary information, and initiate an approved refund within five business days. These targets do not extend a shorter legal deadline or the consumer-complaint redress period.
Refunds normally return to the original method in the original transaction currency. Bank-credit timing is separate; we provide the refund reference and provider estimate. We do not deduct our gateway fees from a refund required because of our error or a legal right. Relevant tax adjustments are documented.
License and payment disputes
A refunded commercial software license may require you to stop using and remove the affected copies under that license and law. Unrelated purchases and independent open-source rights are unaffected. Refunding support hours alone does not revoke software rights.
Marketplace purchases retain the marketplace’s original process and promises. You may use your payment provider’s lawful dispute process without first waiving deadlines or other rights. Tell us about overlapping claims so the same payment is not refunded twice.