Buyer Protection

Buyer Protection Policy

Effective Date: 11 September 2025
Operator: SOFTPIQ Limited, 128 City Road, London, EC1V 2NX, United Kingdom
Contact: support@softpiq.com | +44 7577 679561

1) Purpose & Commitment

SOFTPIQ’s Buyer Protection Policy ensures you can purchase with confidence. If something goes wrong with a purchase made directly from SOFTPIQ (digital goods, software licenses, or SOFTPIQ-delivered services), we will either deliver what you ordered as described, provide a working replacement, or issue an appropriate refund—as set out below and without prejudice to your non-waivable consumer rights.

This Policy is designed to align with card-network rules and payment-processor expectations (e.g., Stripe, PayPal), and to reduce fraud and operational risk for all parties.

2) Scope & Definitions

Scope. This Policy applies to purchases made through the SOFTPIQ website and paid via our approved payment methods, including high-value transactions handled via independent escrow. It covers:

Digital Goods: files, templates, assets, downloadable content.
Software Licenses: license keys, activations, subscriptions we sell or are authorized to resell.
Professional Services: contract-based services directly delivered by SOFTPIQ (not a marketplace).

You contract only with SOFTPIQ. We do not provide a marketplace for third-party sellers or freelancers.

Key Definitions.

Delivery: Email of license details, access provisioning, dashboard availability, or direct download link after payment.
Non-delivery: You received none of the above delivery methods within a reasonable time after payment.
Not as Described: A material deviation from the product/service description published at purchase time.
Defective Digital Content: A file/license that is corrupted, unusable, or fails to activate despite following the provided instructions and meeting stated requirements.
Unauthorized Transaction: An order placed on your account/payment instrument without your authorization.

3) Our Core Guarantees

Authenticity & Authorization – For third-party software, we supply genuine and authorized licenses or your money back.
Delivery Assurance – We deliver as described, generally instantly or within minutes after payment; otherwise we resolve or refund.
Functionality – If a key/file fails to work after correct steps and requirements are met, we will troubleshoot and provide a working replacement or refund if unresolved in reasonable time.
Fair Resolution – Clear, timely investigation with evidence-based outcomes; escalation available.
Data & Payment Security – Payments processed via PCI-DSS compliant gateways; personal data handled per our Privacy Policy.

4) What Is Covered

A. Non-Delivery
- No download link, no license email, and no account access within a reasonable time (typically within minutes; allow for spam filters and manual review flags).
- Services: SOFTPIQ failed to start or deliver agreed scope within the agreed/communicated timeframe.
B. Significantly Not as Described
- You received a materially different digital item than advertised, or a service outcome materially diverges from the agreed specification.
C. Defective Digital Content / Activation Failure
- Corrupted or unusable files; license keys that do not activate after you follow the instructions and meet version/region/system requirements.
D. Unauthorized Transaction
- Promptly reported use of your account/payment method without your authorization. We assist you and your payment provider and secure your account.
E. Escrow Transactions (High-Value)
- Transactions placed in independent escrow are protected in accordance with the escrow provider’s rules. We cooperate fully to resolve delivery/acceptance confirmations.

5) What Is Not Covered

Change of Mind after delivery/activation or once a service has begun.
Minor Variances (e.g., small visual differences due to displays; routine version updates that do not alter core purpose).
Compatibility or Local System Issues when minimum requirements and instructions were disclosed and not met on your side.
Outside Deals – Any transaction occurring outside SOFTPIQ (circumventing our checkout/escrow) is not protected.
Prohibited/High-Risk Uses – Any purchase intended for or connected with banned categories (adult sexual content, alcohol sales, betting/gambling, weapons/firearms, illegal drugs/nicotine/vapes, spyware/surveillance, counterfeit/infringing goods, or other high-risk/illegal activity) voids protection.
Late, Unreasonable, or Unsupported Claims – Claims made well beyond reasonable timeframes without evidence may be declined, except where law requires otherwise.

6) Eligibility Conditions

To qualify for Buyer Protection remedies, you must:

Purchase directly from SOFTPIQ and pay via our approved methods (or designated escrow).
Not be in breach of our Terms, AUP, or applicable law.
Promptly notify us and cooperate with reasonable troubleshooting.
Provide evidence where appropriate (e.g., error screenshots, order number, system info, delivery emails).
Cease use of refunded/replaced digital content; do not retain or continue to use refunded assets/keys.
Not pursue double recovery (see §10) or abusive/fraudulent claims.

Timeframes (guidance):

Non-delivery: report within 7 days of purchase (sooner is better).
Defective/Not as Described: report within 14 days of delivery (we will consider later discovery where required by law).
Unauthorized: report immediately upon noticing.

7) How to Report a Problem

Contact Support First
Email support@softpiq.com or use your Order → Report an Issue link in the dashboard. Most issues (missed email, version mismatch, typo in key) are resolved quickly.
Formal Ticket & Evidence
Provide order number, product/service name, description of issue, and evidence (screenshots, activation error, files checksum if applicable). For services, reference the agreed scope/brief.
Acknowledgment & Timeline
- We acknowledge within 1 business day.
- Standard resolution target: 5–10 business days. Complex cases or third-party verifications may take up to 14 business days. You’ll receive progress updates.

8) Resolution Outcomes (Remedies)

Depending on the case, we may:

Re-deliver/Provide Access (resend email, restore dashboard link).
Correct/Replace (supply the correct file/version; provide a new working key).
Service Rework (reasonable revisions to meet the agreed scope).
Refund or Partial Refund (to original payment method) when:
- Non-delivery cannot be resolved promptly; or
- Defect/not-as-described cannot be fixed within a reasonable time; or
- Service outcome materially failed the agreed scope and rework is not feasible.

Refund timing: once approved, we initiate refund processing within 1–7 business days (card issuer/PayPal bank posting times may vary). Where the original method cannot be used, we may offer store credit with your consent.

Subscriptions: Cancellation stops future billing. Current paid term is non-refundable unless SOFTPIQ discontinues the service (then pro-rata refund of the unused portion applies).

Escrow: For high-value orders, funds are released per the escrow workflow. Disputes follow the escrow provider’s process; we supply evidence and support to both sides.

9) Evidence & Cooperation We May Require

Order number, purchase date, account email.
Screenshots of error messages/activation results, file hashes where relevant.
Confirmation that a faulty key/file will not be used after replacement/refund.
For unauthorized transactions: bank/issuer confirmation, date/time you noticed, and steps taken to secure your account.

Failure to provide reasonable information can delay or limit remedies.

10) Chargebacks & “No Double Recovery”

If you open a chargeback or PayPal dispute, we may pause our internal process until it completes. You cannot receive a refund both from SOFTPIQ and from your payment provider for the same transaction. We encourage contacting us first; our tailored resolution is often faster and avoids account impact.

SOFTPIQ may contest unfounded chargebacks with proof of delivery/activation and communications history.

11) Abuse, Fraud & Account Actions

We may deny protection, suspend/terminate accounts, or take legal action for:

False claims (e.g., asserting non-delivery after download/activation occurred).
Continued use of refunded content or re-sale of keys/assets.
Attempts to bypass fees, escrow, or sanctions/export controls.
Use tied to prohibited/high-risk categories.

12) Relationship to Other Policies (Hierarchy)

This Policy supplements and is interpreted alongside:

Terms & Conditions (contract formation, delivery, limitations, law/jurisdiction)
Refund & Returns Policy (statutory cooling-off, digital delivery waiver, service pro-rata rules)
Payment Policy (methods, security, fraud/KYC, SCA, billing descriptor)
Delivery Policy (digital-only delivery channels and timing)
Acceptable Use Policy (prohibited/high-risk categories)
Privacy & Cookie Policies (data handling and consent)

If there is a conflict, the specific policy governing that subject (e.g., refunds) prevails for that topic; otherwise, these documents are read together.

13) Compliance Notes (Payment-Gateway Ready)

Clear Contact & Identity – Company name, legal address, email, and phone published across legal pages.
Transparent Delivery – Digital-only, typically instant; delays disclosed; support channel provided.
Refund Clarity – No change-of-mind refund after digital delivery/activation or service start; repair/replace/refund for defects/non-delivery as required by law.
Cooling-Off Waiver – At checkout, we present a mandatory checkbox: “I request immediate digital delivery and acknowledge that once delivery begins/keys issued, I lose my 14-day right to cancel for digital content.”
High-Risk Prohibition – Adult, alcohol, betting/gambling, weapons, illegal drugs/nicotine/vapes, spyware/counterfeit and other high-risk categories strictly banned.
KYC/AML/Sanctions – We may verify identity for risk/escrow; sanctioned persons/regions unsupported.
SCA/3-D Secure – Strong Customer Authentication respected where required; no card surcharges.
No Double Recovery – Chargeback interplay defined; internal path encouraged.
Recordkeeping – We retain transaction records to evidence delivery and resolve disputes lawfully.

14) Changes to This Policy

We may update this Policy to reflect changes to our services, law, or processor requirements. Material changes will be highlighted on our website and apply prospectively (unless we choose to extend additional benefits retroactively).

Last Updated: 11 September 2025