Money-Back Rules

Words with a capital letter carry these meanings throughout the document.

Release

The moment the download becomes available on the receipt page.

Settlement

The Processor confirming that the card payment has gone through.

Ticket

The purchase reference on the receipt page. Every request quotes it.

Refund

The Processor sending the payment back to the card that made it.

Chargeback

A reversal You ask Your card issuer for instead of asking the Desk.

Working day

Monday to Friday, public holidays excepted.

1. B.1

   Where	[email protected]
   When	Within 14 days of Settlement.
   Subject line	The Ticket.
   Body	Which row of section D applies, and what happened, in a few lines.
   Reply	Within one working day, from a person.

2. B.2

   A request that arrives without a Ticket is answered with a request for the Ticket. Nothing else can start until it is there.

1. C.1

   when	what
   Day 0	The Desk instructs the Processor to refund. The Desk Licence on that Ticket is closed and the download withheld.
   Days 1 to 2	The Processor returns the amount to the card that paid.
   Days 3 to 10	The card network posts it. Most issuers show it inside a fortnight; a few take longer, and that part is outside anyone's hands but theirs.

1. D.1

   situation	outcome
   The card was used without Your authority.	Refund, and the Ticket is closed.
   The receipt names one Plan and the ZIP holds another.	A replacement archive at once, or a Refund if You would rather.
   The Build will not install or run, and after a joint attempt with support it still will not.	Refund.
   The charge was confirmed but nothing was ever released, and support could not release it either.	Refund.
   One Ticket, two charges.	The duplicate is refunded.
   A law that applies to You requires a Refund.	Refund, as that law prescribes.

2. D.2

   None of these rows involves a judgement call on the Desk’s side. Say which one applies and it acts.

1. E.1

   situation	why not
   The 12-month Term has run out.	The licence was for a fixed period, printed before payment.
   You would rather have another Module, or a higher Plan.	Ask about moving up instead; the Desk normally charges the difference only.
   The Module lost money.	Losing trades are part of trading. T-04 says so before You pay, and the cart says it again.
   Your account did worse than a published figure.	A published figure is one account's past, at the Desk's size and broker. T-05 explains why Yours differs.
   A setup problem support can fix: a symbol suffix, a broker option, a terminal setting.	It gets fixed. There is nothing to refund.
   You changed Your mind after Release.	A released file cannot come back.

1. F.1

   Settlement triggers Release, and Release hands You a file the Desk cannot recall. From that moment a sale is final except as section D provides.

2. F.2

   Several countries give buyers of digital content a window in which to change their mind. Paying is how You ask this Desk for Release straight away, and in the countries whose law permits it, that request spends the window. In the countries whose law does not, section H decides the point instead.

1. G.1

   A Chargeback takes weeks, costs the Desk a fee whatever the outcome, and settles nothing that a message could not have settled sooner. Write first. A Chargeback opened on a Ticket that section D would have refunded is refunded anyway, and the Desk tells the issuer so.

1. H.1

   Read this document next to the Purchase Conditions (T-01). Neither one shrinks a consumer right that the law of Your country makes compulsory, and no sentence in either should be read as trying to.

2. H.2

   Where that law hands You more than these rules do, You take the law and these rules give way to it on that point. Where it is silent, these rules fill the gap.