Right of withdrawal & refunds
We sell digital goods — software licence keys delivered immediately after payment is confirmed. Under EU consumer law (Directive 2011/83/EU), buyers normally have a 14-day right of withdrawal for distance contracts. We honour that right in full, with one statutory exception explained below.
This page sets out exactly when a refund applies, how to request one, and how long the money takes to land back in your account.
When you can request a refund
You are eligible for a full refund within 14 days of purchase if any of the following applies:
- The licence key has not yet been activated on any device.
- The product cannot be activated due to a verifiable technical problem on our side.
- The order is a duplicate, or you bought the wrong edition by mistake and have not used the key.
- A subscription product is cancelled within the 14-day withdrawal window.
Refunds are not available for keys that have already been activated, products marked Final Sale, custom or special-order items, or subscription products outside the 14-day window. Activated keys cannot be resold and the licence value has been transferred to you, so the contract is treated as fully performed.
How to request a refund
Sign in to your account, open the order in Order history, and select Request a refund. Tell us briefly why you are returning the product — "wrong edition", "activation failed", "changed my mind", or similar — and submit the form.
If you do not have an account (guest checkout), email support@example with your order number and the same information. We process requests in the order they arrive; there is no fast-tracking and no extra cost for using the form versus email.
How long it takes
We review every request within 1–2 business days. Once approved, we issue the refund to the original payment method on the same day. Your bank or card scheme then takes a further 5–10 business days to credit the funds back to you, depending on the issuer. Refunds to PayPal and Przelewy24 typically clear faster (1–3 business days).
We cannot refund to a different card, account, or payment method than the one used at checkout — payment regulations require funds to be returned along the original route.
Digital content exception (Art. 16 lit. m)
EU consumer law allows the right of withdrawal to be waived for digital content delivered immediately, once the buyer has given express consent and acknowledged that the right is lost on delivery. We ask for that consent at checkout for every order containing licence keys.
In practice this means: as soon as you reveal or activate the key, the contract is fully performed and the 14-day refund right ends. Until then the right is still yours and we will refund without questions if the conditions in *When you can request a refund* are met.
Help with a refund
If a refund is taking longer than expected, or you believe a request was incorrectly declined, contact our support team via the contact page. Quote the order number and the date you submitted the request and we will look into it the same business day.