Refund Policy

Last updated: 15 May 2026

1. Overview

This Refund Policy applies to purchases of add-ins and digital content from addlify.uk. It is part of our Terms and Conditions and does not affect statutory rights under the UK Consumer Rights Act 2015, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the EU Consumer Rights Directive 2011/83/EU.

For Consumers resident in Romania, this Policy is additionally read together with Romanian consumer law — in particular Ordonanța Guvernului nr. 21/1992 on consumer protection, Ordonanța de Urgență nr. 34/2014 on consumer contracts (which transposes Directive 2011/83/EU into Romanian law), and Legea nr. 365/2002 on electronic commerce. Nothing in this Policy removes or limits the mandatory consumer rights you have under the law of your country of residence.

2. 14-day right of withdrawal (Consumers — UK and EU)

Consumers in the UK or EU generally have 14 days from the day after the Contract was formed to cancel without giving reasons.

If you have not yet downloaded, activated or used the Product, you may still cancel by emailing legal@addlify.uk or using the model cancellation form (clause 9).

3. Refunds for faulty digital content (statutory remedies)

Under sections 33–47 of the UK Consumer Rights Act 2015 (and equivalent EU law), digital content must be of satisfactory quality, fit for purpose and as described. If a Product fails these:

• Repair or replacement (a fix, patch or replacement file/key) within reasonable time;
• If repair/replacement is impossible, fails or causes significant inconvenience: price reduction or full/partial refund.

These statutory remedies are a legal right, not a discretionary gesture. They apply independently of the 14-day free trial and of the goodwill window in clause 4: the free trial is your evaluation opportunity and the goodwill window is a voluntary courtesy, but neither one replaces or limits your statutory rights where digital content is genuinely faulty or not as described. For Consumers in Romania, these remedies are reinforced by OG 21/1992 and OUG 34/2014.

4. Goodwill / discretionary refund window

Every plan offers a 14-day free trial without taking a card, which is the primary evaluation window — by the time you pay, you have already tested the Add-in. We do not therefore offer change-of-mind or buyer's-remorse refunds after activation.

In addition to your statutory rights, we offer a 7-day discretionary goodwill refund for first-time paid purchases that meet ALL of the following:

• Purchase was made in the last 7 days;
• The request is for a specific technical issue introduced after purchase that could not be reproduced during the free trial (e.g. an Office update or environment change that broke a feature, a bug in a feature that was not part of the trial scope);
• You contacted us first and gave us a reasonable opportunity to fix or replace the licence;
• You have not used the Add-in productively beyond reasonable verification of the issue;
• The request is genuine and not part of a repeated purchase-and-refund pattern.

Goodwill refunds are not granted for: change of mind, accidental purchase, dissatisfaction with features that were available and described before purchase, lack of feature you assumed would exist, or compatibility with software/versions that we did not list as supported. Statutory rights for faulty or mis-described content (clause 3) are unaffected.

4.1 Beta / Early Access products

Where a Product or feature is offered as Beta, Preview or Early Access, you accept that it is provided "as is" and "as available" and may contain bugs or produce incorrect results that are normal for pre-release software. Defects, limitations or changes that are inherent to a Beta product are not grounds for a goodwill refund under clause 4 and, to the maximum extent permitted by law, fall outside the conformity standard in clause 3. You agree to verify every output against official sources (HMRC online services, ANAF SPV) before relying on it. Your statutory rights as a Consumer under the UK Consumer Rights Act 2015 for content that is genuinely faulty or mis-described remain fully unaffected.

5. How to request a refund

Email legal@addlify.uk, subject "Refund request — [Order ID]", including:

• Full name
• Order ID and date of purchase
• Email used at checkout
• Brief reason
• Error messages or screenshots if relevant

We acknowledge within 5 working days and aim to resolve within 14 days. We may ask reasonable verification questions to prevent fraud.

6. How refunds are processed

Where we confirm you are entitled to a refund, we issue it within 14 days of that decision, to your original payment method unless you expressly agree otherwise, in line with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Your bank or card provider then typically takes a further 3–10 working days for the funds to appear. Where a refund is granted, we may revoke the licence key — you must stop using and uninstall the Software per the EULA.

7. Chargebacks

We strongly prefer to resolve refund requests directly. Initiating a chargeback before contacting us prevents us from helping and may incur fees. We dispute incorrect chargebacks with evidence (orders, IPs, communications, download logs).

8. Business Users (B2B)

Clauses 2 and 3 do not apply automatically. B2B refunds are at our discretion under the Terms and Conditions. Statutory remedies that cannot be excluded under English law remain unaffected.

9. Model cancellation form (Consumers only)

To cancel within 14 days, copy and email this to legal@addlify.uk:

10. Contact

Questions? Email legal@addlify.uk or write to Droitwich, WR9 9EZ, United Kingdom.