Refund & Returns Policy
Effective Date: 11 September 2025
Last Updated: 11 September 2025
This Policy is incorporated into our Terms & Conditions.
1) Summary
Because our products are digital and services are performed work, all sales are final after delivery/activation, except where required by law or covered below (e.g., non-delivery, defective/not-as-described, or SOFTPIQ-caused service failures). This is disclosed at checkout.
2) Statutory Cooling-Off (UK/EU Consumers)
Pre-delivery cancellation (14 days). If digital delivery/service has not begun, you may cancel within 14 days for a full refund.
Digital content waiver. To receive immediate delivery, you must tick a mandatory checkbox acknowledging:
“I request immediate digital delivery and understand that once delivery or license issuance begins, I lose my 14-day right to cancel for digital content.”
After delivery/activation, no change-of-mind refund is due (subject to §3 remedies).Services begun during cooling-off. If you ask us to start within 14 days, you owe a pro-rata amount for work performed if you later cancel in that period. After completion/acceptance, no refund.
3) When Refunds/Remedies Are Available
A) Non-Delivery. You paid but did not receive access/key/service initiation. For services, this means no delivery email with the agreed deliverable was sent/received (after we verify with bounce logs). Report within a reasonable time (ideally within 72 hours of purchase or expected delivery). We will re-deliver by email or refund in full if we cannot deliver.
B) Defective/Corrupt or Not-As-Described Digital Content. If a file/key is corrupted, cannot be activated, or materially differs from the description, we will:
troubleshoot/replace; and if unresolved within a reasonable time,
refund the affected item. Evidence (e.g., error screenshots/codes) may be required.
C) Service Non-Performance or Material Deviation (Email Delivery). If a service is not delivered by email or materially fails to meet the agreed scope after reasonable revision attempts (tracked in the email thread), a partial or full refund may be issued based on the undelivered portion.
D) Duplicate/Unauthorized Payment. Duplicate purchases or verified unauthorized transactions will be reversed/refunded, with associated licenses revoked.
E) Subscription Discontinuation by SOFTPIQ. If we discontinue a subscription mid-term (no fault of yours), you receive a pro-rata refund for the unused portion.
4) Not Covered
Change-of-mind after digital delivery/activation or after service completion/acceptance (email-based).
Minor/expected variances where core purpose is intact.
Buyer-side issues (e.g., incompatible system, local firewall) where the product is delivered and functional.
Deals concluded outside SOFTPIQ.
Keys already successfully activated (unless later proven defective/not-as-described).
5) Subscriptions & Renewals
Cancel anytime to stop future billing. The current paid term is non-refundable.
One-time courtesy: if you forgot to cancel an annual renewal and have not used the service/content since renewal, contact us within 7 days; we may reverse the renewal and cancel going forward.
6) Services: Email Acceptance, Milestones & Pro-Rata
Service delivery and acceptance occur by email.
Completed/accepted milestones are non-refundable.
Prepaid, unstarted milestones are typically refunded upon cancellation.
Pro-rata may apply where partial work is delivered and accepted by email.
7) How to Request a Refund
Contact: support@softpiq.com with order number, product/service, and reason.
Evaluation: We may request details (logs, screenshots) and attempt remedy (replacement/fix).
Decision & Processing: Approved refunds go to the original payment method where possible; otherwise, store credit or bank transfer. Typical card/PayPal timing 5–10 business days (bank timings vary). You’ll receive confirmation by email.
Post-Refund Obligations. Upon refund, you must delete all copies and cease use of refunded digital content; licenses are revoked. For refunded services, you may not continue using deliverables associated with refunded portions unless otherwise agreed.
8) Chargebacks & No Double Recovery
Please email us first—we resolve most issues faster than banks. Unwarranted chargebacks breach our Terms; we will provide delivery/activation evidence and email logs. If a chargeback is upheld for you, your access/licenses are terminated. You cannot receive both a refund from us and a chargeback for the same item.
9) Abuse & Fraud Prevention
Refunds may be denied and accounts suspended for abuse (e.g., claiming non-delivery after download, using content post-refund, serial disputes). Fraud may be referred to payment partners or law enforcement.
10) Your Legal Rights
Nothing herein limits non-waivable consumer rights (e.g., UK/EU remedies for faulty digital content). Where local law grants stronger protection, we comply.
11) Contact
Refunds/Delivery Support: support@softpiq.com
Legal: legal@softpiq.com
Address: SOFTPIQ Limited, 128 City Road, London, EC1V 2NX, United Kingdom
