Terms and conditions, privacy and refund policies.
None of the terms and conditions below affect your statutory rights in any way.
When you purchase from us, you are buying a software license, not the title to the software itself.
If you lose your license file, we will send a new file to the same e-mail address from which you made your purchase. If you want an e-mail to a different address, you will need to provide proof of purchase (we will accept transaction or invoice numbers that match your details, and may, at our discretion, accept other information).
Technical support is provided as a free service to our customers, but it is provided at our discretion and does not form a part of your purchase.
This agreement will be covered by and construed in accordance with the substantive laws in force in England. In the event of a dispute, you agree to submit to the jurisdiction of an English court to be determined by our legal representatives at the time the dispute arises.
This agreement will not be governed by the conflict of law rules of any jurisdiction, or the United Nations Convention on Contracts for the International Sale of Goods, the application of which is expressly excluded.
In order to sell products and provide a reasonable level of customer service, we need to obtain and/or store information about our customers, for instance so that we can process credit/debit card payments, send e-mails containing licenses and receipts, and get in touch about bugs or product updates.
Any information we collect, store or process is subject to the U.K. Data Protection Act and the General Data Protection Regulation (aka "the GDPR", Regulation EU 2016/679).
Generally speaking we may hold the following information:
Please note: we do not store credit card details. Credit and debit card details do not ever touch our systems.
If you need to change any of this information, please get in touch. The law gives you the right to obtain a copy of everything we hold on you, though note that if, in our view, your request is either manifestly unfounded or excessive we may make a charge for the information or even refuse outright.
We use the information we hold for the following purposes:
Note that our payment processor may transfer your information outside of the European Union for the purposes of processing your transaction.
With the exception of information required by our payment processor(s), we will not provide customer details to any third-party, unless required to do so by law or subject to a request from law-enforcement officers to aid in the investigation of a crime.
GDPR requires us to identify to you the lawful basis for processing the information mentioned above. In particular, we have chosen to rely upon:
Note that we do not routinely e-mail customers. The only reason you would ever receive an unexpected e-mail from us, outside of the purchase process, is where we have identified a serious bug or have made a change to a product you already own that would, without the message, make it impossible for you to use it.
This approach is simpler for us, because we don't need to obtain or maintain consent, and it results in you having a spam-free inbox too. We think it's better this way.
If, at any point, we revisit this decision - for instance because numerous customers are telling us they want an e-mail newsletter - we reserve the right to contact you at that point to ask for consent for any new activity.
To allow us to optimise our website, and also to help us to spend appropriately on advertising, we do use Google Analytics, which will set some cookies of its own. You can read more about Analytics on Google's site.
We will consider all reasonable requests for refunds; you may find the guidance below helpful.
If you have purchased a product from us, that product is not able to do what you wanted when you made your purchase, and you have not otherwise made substantial use of it, we will consider a request for a refund.
It will help your case if you are polite and if you provide as much information about what you were trying to achieve as possible. We would also prefer that you get in touch early — i.e. as soon as you find that you’re having trouble — because often we can help to resolve problems.
In some countries, consumer law provides for a statutory cancellation or cooling off period for distance or online sales. Generally speaking these periods do not apply for business customers, and for consumers, in the case of downloadable items such as computer software, they terminate when the supply takes place.
Some jurisdictions require that we agree this explicitly with you, and, therefore, it is a condition of sale that you confirm that you waive any statutory right to cancel the purchase at the time of supply, which for software will normally be the later of (a) the time at which the download commences, and (b) the time at which software licenses have been delivered to you.
This does not mean that we will not accept reasonable requests for refunds, but it does mean that you will need to explain what happened and why you think we should offer you a refund so that we can consider it.
Where we sell software as "unsupported", we will not offer refunds in respect of any limitation mentioned on the product page or on a page linked to from the product page, in respect of limitations listed on our support pages, or where the product is found to be incompatible with a newer computer or operating system.
We will still consider requests for refunds for purchases of "unsupported" products for other reasons.
Unless you are told otherwise, yes, a refund will terminate your license and you should destroy your copy of the software and any license keys in your possession.
In general, you should always get in touch with us directly if you want a refund.
The credit/debit card “chargeback” system is not intended to be used as a method of obtaining refunds; it is there to deal with issues like credit card fraud. Please don’t waste your bank’s time and ours filing disputes through the credit card system.
If we issue a refund, we will refund the amount charged, in the currency in which you were charged. If this is not your native currency, your bank may charge exchange fees, or a change in the exchange rate may result in a difference in the amount refunded as compared with the amount you originally paid. Your bank may also have imposed a fee on you for a “foreign” transaction (not all banks do this — if yours does, you might wish to shop around for one that does not).
Where we agree to accept a payment method other than those supported directly by our website, there may be additional costs involved in refunding your money. Where these costs are less than 10% of the amount of the refund, or £10 Sterling, whichever is the smaller, we will bear the cost. If the cost of issuing a refund rises above this level, we will expect you to pay the difference; in such cases, we will contact you before sending a refund to advise you of the situation.