1. Introduction
This Refund Policy outlines the terms and conditions under which customers may request refunds for software services purchased from Orange Matter Limited. This policy is designed in compliance with Scottish law.
2. Refund Eligibility
Customers may be entitled to a refund under the following circumstances:
- Change of Mind: If the software service was purchased online, customers have a 14-day cooling-off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This does not apply to software that has been activated if the download or access has commenced with the customer’s consent.
- Significant Service Quality Issues: If the software service provided is not carried out with reasonable care and skill or does not match the agreed-upon description, you may be entitled to a refund or remedial action. Note the Disclaimer of Warranty provided on the terms of use Terms of Use | Vectofy
3. Exclusions
Refunds may not be available in the following cases:
- Services interrupted or impacted due to customer misuse or third-party issues beyond our control.
- Refunds claimed on the basis of Significant Service Quality Issues relating to purchases made more than 30 days previously
- Trial versions or promotional services provided free of charge.
4. Refund Process
To request a refund, please follow these steps:
- Contact Us: Notify us of the issue by emailing info@vectofy.co.uk within 30 days of purchasing the software service.
- Provide Proof of Purchase: Include your receipt or other proof of purchase.
- Details of Issue: Provide details of the issue experienced with the software service. If applicable, include screenshots or error messages.
- Assessment: We will assess the issue and notify you of the outcome within 30 days
5. Refund Method
Approved refunds will be processed using the original payment method. Please allow up to 14 days for the refund to appear in your account.
6. Contact Information
For any questions regarding this Refund Policy, please contact us at info@vectofy.co.uk
This Refund Policy does not affect your statutory rights under Scots law.