Delivery & Returns | Fast, Reliable, Hassle-Free

Delivery Policy

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

1) Scope & Definitions

SoftPIQ’s Delivery Policy explains how and when you will receive products and services purchased through our platform. We are a direct provider of digital goods, software licenses, and contract-based services. “Delivery” includes secure digital access (download links, license keys) and email-based delivery for contract services. Our aim is prompt, reliable, and verifiable fulfillment.

“Delivery” means, as applicable:

a download link/file is made available in your account or on the confirmation page;
a license key/activation credential is displayed or sent to you; or
a service deliverable is sent to you by email and accepted as set out below.

2) Digital Goods (Downloads)

Method. After payment confirmation, downloads are delivered via:

the order confirmation page (instant link), and/or
your SOFTPIQ account library, and/or
a delivery email (check spam/junk).

Timing. Typically instant. Orders flagged by automated screening or requiring manual review may be briefly delayed; we aim to clear holds within the same business day.

Formats & Requirements. File formats (e.g., .ZIP, .PSD, .PDF) are shown on product pages. You are responsible for system/software compatibility. If you encounter a file-integrity issue (e.g., corrupted archive), we will issue a fresh link or replacement.

Re-Download Access. Your account retains download access for a reasonable period (minimum 180 days) and/or a reasonable number of re-downloads (e.g., up to 5). Please back up your purchases promptly. Extensions may be granted at our discretion.

3) Software Licenses

Method. License details are delivered via your account and/or email. In some cases, the license is auto-applied at the publisher; you may receive activation instructions, login credentials, or a redeem link.

Timing. Most licenses are delivered immediately. Where publisher validation is required, allow up to 1–2 business days (any known lead time appears on the product page).

Activation. Follow the instructions precisely (region, device/seat limits, edition/version). If activation fails, provide error screenshots/codes so we can replace or resolve quickly.

Updates & Support. Where included, we specify the update/support term (e.g., 6 or 12 months). Updates are provided via the software UI, your SOFTPIQ account, or the publisher portal (as stated on the product page).

4) Contract-Based Services — Email-Only Delivery

Channel. All service communications and final deliverables are delivered exclusively by email to your registered account email address (or another address you designate in writing to support@softpiq.com before work begins). We do not use third-party messaging platforms for formal delivery.

Process. A SOFTPIQ project manager will communicate by email to confirm requirements, schedule, and deliverables. Deliverables (files, documents, reports, code archives, links to repositories, or secure download URLs) are transmitted via email. Large files may be provided through a secure download link, but the link itself is always sent by email.

Timeline. Each service lists an estimated delivery timeframe. Timely client input (content, credentials, approvals) is required; client-side delays extend timelines proportionally. We will notify you by email of any material delay on our side and discuss next steps.

Milestones. Larger projects may be split into milestones. Each milestone deliverable is emailed for your review.

Acceptance & Revisions (Email-Based).

Upon receiving a milestone or final delivery by email, you must reply by email to accept or to request scope-aligned revisions within 5 business days.
Reasonable revisions are included per the listing/SOW.
If no email response is received within 5 business days, the delivery may be deemed accepted.
Acceptance, revision requests, and final sign-off are captured in the email thread as official records.

5) Delivery Confirmation & Evidence

Digital goods: server logs showing link display/download or authenticated file access constitute proof of delivery.
Licenses: key display timestamps, mail logs, activation telemetry, or publisher confirmation constitute proof of delivery.
Services: outbound email logs (message-ID, timestamp, recipient server acceptance), your email acceptance (or lapse of the 5-business-day review window), and any read/received indicators (where available) constitute proof of delivery/acceptance.

If you don’t receive expected emails, check spam/junk and your account dashboard, then contact support within 72 hours.

6) Delays & Partial Deliveries

We strive to deliver on time. If verification, publisher checks, force majeure, or other factors delay delivery, we will notify you by email. For multi-item orders, we may partially deliver available items first and provide clear timing for the remainder.

7) Customer Responsibilities (Email)

Maintain an active email inbox with sufficient storage; whitelist @softpiq.com.
Notify us before work begins if a different delivery email should be used.
Review and respond to delivery emails within 5 business days.
Back up any files received by email or via email-sent secure links.

8) High-Value Orders & Escrow

For higher-value transactions (as designated by SOFTPIQ and disclosed before payment), we may require:

cleared bank transfer prior to delivery, and/or
an independent third-party escrow with an inspection period and release conditions.
Escrow fees, inspection window, and steps are disclosed in advance and form part of your order terms. Service deliverables remain email-delivered; escrow communications do not replace email delivery.

9) Failed Delivery—What We Do

If an email bounces or a file/link is inaccessible, we will re-deliver by email (to the registered address or another address you confirm to support@softpiq.com). We may issue a fresh secure link. If a service delay is SOFTPIQ’s responsibility and you no longer want the service due to our delay, we will refund undelivered parts per the Refund & Returns Policy.