Refund and Cancellation Policy

1. Scope of this policy

This policy explains the difference between a change-of-mind cancellation and a remedy for digital content that is faulty, invalid, misdescribed, unfit for an agreed purpose or not delivered.

It applies to consumers buying digital software, licence keys, redemption codes, downloads and publisher-account entitlements from Softkrtl. Nothing in this policy limits statutory rights.

2. Cancellation before digital supply begins

A UK consumer normally has 14 days from the date the distance contract is made to cancel without giving a reason. The right applies to digital content from the outset and is ended only by the process in section 3 — not by the product being a download, not by an activation being irreversible, and not by a licence key being impossible to return to authorised stock.

If your licence key, download, redemption link, account entitlement or other access has not been supplied, request cancellation by emailing support@softkrtl.com with your order number.

Where cancellation is valid, we will refund the amount paid using the original payment method.

3. Immediate digital supply and loss of the cancellation right

Most products are intended for immediate delivery. Before supply begins, checkout asks you to expressly request and consent to supply during the 14-day cancellation period and to acknowledge that beginning supply will end your right to cancel for a change of mind.

The immediate-supply consent is a single control. It is not pre-ticked and is separate from any marketing choice. We confirm the request and acknowledgement in the order-confirmation email or another durable format, setting out the statement you accepted in full together with the version of the legal pack it came from.

Supply may begin when a licence key, download or redemption link, publisher-account entitlement or other usable means of access is made available to you. The change-of-mind right ends when supply actually begins, and only after a valid express request and acknowledgement.

Once supply has begun following valid consent and acknowledgement, we do not normally offer a change-of-mind refund. This includes where you no longer want the product, find a lower price elsewhere, dislike the software, or selected the wrong product despite clear and accurate information.

4. Where valid immediate-supply consent was not obtained

If the required express request, acknowledgement or durable confirmation was not properly obtained, the consumer may retain the statutory cancellation right and may not have to pay for digital content supplied during the cancellation period.

This is why Softkrtl records, for each order, the exact wording you were shown, the version of the legal pack it came from, the affirmative action you took and the time our systems recorded it, the products it covered, and the point at which supply began for each licence.

5. Faulty, invalid or misdescribed digital content

Digital content supplied to a UK consumer must be of satisfactory quality, fit for a particular purpose made known to Softkrtl and as described.

Contact us if a key is invalid or already used before delivery, the wrong product is supplied, the product materially differs from its description, a stated feature or format is missing, or the content does not work because of a fault in the supplied product.

We may ask for screenshots, error messages, account information, system details or publisher correspondence reasonably required to investigate.

6. Remedies for non-conforming digital content

The usual first remedy is repair or replacement. This must be provided within a reasonable time, without significant inconvenience and at no cost to the consumer.

Where repair or replacement is impossible, is not completed within a reasonable time, or would cause significant inconvenience, the consumer may be entitled to an appropriate price reduction. Depending on the circumstances, that reduction may be up to the full price paid.

Digital content does not generally carry the same automatic 30-day right to reject that applies to many physical goods. A refund is therefore not automatically the first remedy for every software fault.

Nothing prevents Softkrtl from offering a faster or more generous remedy where appropriate.

7. Compatibility and system requirements

Where the product page clearly and accurately stated the required operating system, processor, host or DAW, plug-in format, memory, internet connection or licence manager, incompatibility caused solely by your system not meeting those requirements does not normally make the product faulty.

Where Softkrtl’s compatibility or product information was inaccurate, incomplete or misleading, your statutory rights remain unaffected.

8. Wrong edition, platform, account or licence type

Contact us immediately. We may be able to cancel, exchange or correct an order where supply has not begun and the licence has not been revealed, registered or redeemed.

Once an official key or entitlement has been supplied, an exchange may be impossible because it cannot be returned to authorised stock. We will still consider any statutory right and any publisher-supported correction.

Where direct registration requires a publisher-account email address, you are responsible for checking that address before purchase. Contact us immediately if you notice an error.

9. Upgrades, crossgrades and educational licences

If eligibility cannot be verified before supply, we may cancel and refund the order.

Where requirements were clearly and accurately stated and you supplied inaccurate eligibility information or selected a licence for which you are not eligible, we may be unable to refund after supply has begun.

Where Softkrtl’s eligibility information was inaccurate or the publisher refuses activation despite you meeting the advertised criteria, we will help resolve the issue and your statutory rights remain unaffected.

10. Duplicate purchases

Contact us promptly if the same order was placed more than once. We will normally cancel and refund an unused duplicate where the duplicate product has not been supplied, revealed, registered or redeemed.

11. Delivery delays and non-delivery

Most products are delivered instantly unless otherwise stated. Manual fulfilment, fraud review, eligibility checks, publisher systems or authorised licence-key availability may cause a delay.

If we cannot supply within the agreed time, or within a reasonable additional period after you ask us to complete delivery, you may be entitled to cancel and receive a refund.

If a product cannot be supplied through the authorised channel, we will cancel the affected part of the order and refund anything paid for it. Where an order covers more than one licence and only some of them were supplied, you were charged only for those, so there is normally nothing to refund for the rest.

12. How to request cancellation, support or a remedy

Email support@softkrtl.com and include your name, order number, product and licence type, a clear description of the issue, relevant screenshots or error messages, and the outcome you are seeking.

Do not publish or send a full licence key through a public channel. We may request a partial key or secure verification information.

13. How refunds are paid

Approved refunds are returned to the original payment method unless otherwise agreed or technically impossible.

We process refunds without undue delay and normally within 14 days after agreeing that a refund is due. Stripe, your bank or card provider may take additional time to display the credit.

Refunds are made in the original transaction currency. Exchange-rate movements and charges imposed by a bank or card provider are outside Softkrtl’s control.

14. Chargebacks and payment disputes

Contact us first where reasonably possible so that we can investigate and provide the appropriate remedy.

A chargeback does not create a right to retain and use a licence without payment. Fraudulent or abusive disputes may lead to account suspension and relevant information being shared lawfully with Stripe, publishers, distributors or competent authorities.

15. Trials and demonstration versions

Where a publisher offers a trial or demonstration version, we may link to it so that you can assess a product before buying. Trials are specific to a product and version, are provided by the publisher on the publisher’s terms, and are not available for every product.

A trial does not change your cancellation rights. It is not a substitute for the express request and acknowledgement described in section 3, and the availability of a trial is not by itself a reason we can decline a cancellation or a statutory remedy.

We will not ask you to state that you have used or evaluated a trial as a condition of buying, and we do not treat a trial as evidence that a product was suitable for you.

Where a trial was available and the product page clearly and accurately stated the system requirements, that may be relevant to whether compatibility information was properly disclosed. It does not affect your rights where the digital content is faulty, not as described, unfit for a purpose you made known to us, or not supplied.