Refund policy
Last updated
The short version
Software licences are delivered electronically and cannot be returned once the keys have been issued. That is the industry norm and it is not a position we can unilaterally change, because we cannot return an issued key to the distributor either.
There are four situations where we can help, and we would rather set them out plainly than bury them.
Where we can refund
The order has not been fulfilled. If you have paid and we have not yet issued your keys, tell us and we will cancel and refund in full.
We made the mistake. If we sent the wrong product, the wrong quantity or the wrong term, that is ours to fix. We will correct the order and refund any difference, or refund in full if a correction is not possible.
You were charged twice. Duplicate charges are refunded in full as soon as we can confirm them.
The keys do not work and cannot be made to work. If the licences we supplied cannot be activated, and neither we nor the publisher can resolve it within a reasonable period, we will refund them. This is rare, and it almost always turns out to be an activation problem the publisher can fix, which is why we ask you to raise it with us first.
Where we cannot refund
We cannot refund licences that have been issued and activated, or that have been issued and could have been activated. Once a key is out, it is out.
We cannot refund because the seat count turned out to be higher than you needed. This is the most common request and the reason we insist on counting devices properly before quoting rather than accepting the number on a renewal notice. Seats can usually be adjusted at the next renewal.
We cannot refund because you have decided to use a different product. A licence is not a subscription you can walk away from mid-term.
We cannot refund on the basis that the software failed to prevent an incident. No security product prevents every incident, and we make no representation that any product will.
Multi-year terms
Multi-year licences are purchased and paid for as a single term. They cannot be refunded pro rata if you stop using them partway through. This is the trade-off for the lower annual cost, and we say so before you buy, not afterwards.
How to ask
Email the address listed on our contact page with your order reference, the product, and what went wrong. We will respond during business hours.
Where a refund is due, it is issued to the original payment method. Processing time depends on your bank or card issuer and is usually a few business days after we release it.
Chargebacks
If you think something has gone wrong, contact us before raising a chargeback. A chargeback on a delivered licence key is expensive for a small business to contest and is rarely faster than simply asking us. We would rather solve the problem.
Consumer purchases
Consumer licences are sold on the same electronic-delivery basis and the same terms apply. Nothing in this policy limits any right you have under applicable United States federal or state consumer-protection law that cannot be limited by agreement.