Refunds, Withdrawal & Remedies Policy

Last updated: 2026-07-19 (policy version 2026.07.19-a5)

This policy applies to digital software licences (license keys, account invitations, and account-based access) sold by __COMPANY_NAME__ (__REGISTERED_ADDRESS__, registration number __REGISTRATION_NUMBER__, VAT ID __VAT_ID__). Mandatory statutory consumer rights in your country of residence are not overridden by anything in this policy.

1. EU and EEA consumer rights

1.1 Statutory right of withdrawal (14 days)

Consumers in the European Union and EEA have a 14-day right of withdrawal for distance sales under Directive 2011/83/EU (Consumer Rights Directive, consolidated text). The withdrawal period starts the day after the contract is concluded.

1.2 Exception for immediate supply of digital content

Under Article 16(m) and Article 7 of the Directive, the right of withdrawal may not apply to digital content that is not supplied on a tangible medium if supply has begun with the consumer's prior express consent and the consumer has acknowledged losing the withdrawal right as a consequence. To meet this exception,__COMPANY_NAME__ requires all three conditions at checkout:

1. You have read the Digital Content & Withdrawal notice before payment.
2. You tick a separate, unchecked checkbox requesting immediate supply and acknowledging the loss of the withdrawal right once supply begins.
3. Your consent and acknowledgement are recorded with a timestamp and a policy version reference on your order.

Where you have not requested immediate supply, supply has not begun, or the formalities above were not met, your 14-day withdrawal right remains available and you may exercise it by contacting [email protected].

1.3 Mandatory remedies for non-conforming digital content

Independent of the withdrawal right, Directive (EU) 2019/770 (Digital Content and Services Directive) gives you a tier of mandatory remedies where digital content is non-conforming with the contract, including:

• Repair or replacement at no cost (where feasible and proportionate);
• Price reduction or termination (with refund) where repair or replacement is impossible, incomplete, or unsuccessful;
• Damages where you suffer loss as a result of the non-conformity.

The seller's liability for non-conformity lasts for the duration required by national law transposing the Directive (typically two years). For details see Digital Content & Withdrawal.

2. United Kingdom consumers

UK consumers benefit from equivalent rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Section 16(3) and related provisions preserve the same conditions for the withdrawal exception: your prior express consent and acknowledgement before supply begins. Mandatory remedies for digital content that is not of satisfactory quality, fit for purpose, or as described remain available.

3. Switzerland

Switzerland does not impose a general statutory right of return for ordinary purchases unless the seller grants one. Where you request immediate supply and supply has begun, no statutory withdrawal right applies. However, the statutory warranty rights under the Swiss Code of Obligations remain available for defects in the licence or content supplied. See ch.ch — Returning or exchanging goods.

4. Norway

Norwegian consumers are protected by the Consumer Authority (Forbrukertilsynet) rules, which provide a 14-day right of withdrawal for distance sales, with an equivalent exception for digital content where prior express consent and acknowledgement were given before supply began.

5. Our additional commitment

Independent of where statutory remedies apply, __COMPANY_NAME__ offers the following customer service commitments, with the order number and a description of the issue:

• Invalid or already-used key: a replacement key is issued at no cost, or a full refund if a replacement cannot be supplied.
• Duplicate purchase: refund of the duplicate order on request.
• Activation failure on our side: refund or replacement, after we have been given a reasonable opportunity to resolve the issue.

Situations outside these commitments include keys that have been activated or used, the start of a subscription period, incompatibility with the customer's system (please confirm requirements before purchase), and ordinary change of mind once supply has begun with prior consent.

6. How to request a refund or remedy

1. Contact [email protected] with your order number and a short description of the issue.
2. For activation problems, attach a screenshot of the error so we can investigate.
3. We will respond with an acknowledgement and a decision, typically within two business days.
4. Approved refunds are returned to the original payment method and appear within 5–10 business days, depending on your bank.

7. Disputes

If a complaint is not resolved directly with us, you can refer it to the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr or to the ADR provider listed on our Complaints & ADR page.

8. Contact