References to clauses and to items of the Particulars are to our Terms and Conditions, of which this policy is Schedule 2.
2.Free Trial before purchase
Because the Customer can evaluate the complete Software free of charge during the Free Trial, Fees are refundable only as set out in this Schedule.
3.Cancellation before Activation
An order that has been paid, but under which no licence has yet been Activated, may be cancelled by a written request made within the cancellation window stated at item B7 of the Particulars, for a full refund.
4.Licence Fee
Once a licence has been Activated, its Licence Fee is not refundable, except:
5.AMC Fee
The AMC Fee is not refundable once the AMC Period has begun, except that, if the Licensor ends the AMC for its own convenience or permanently discontinues support for the Software, it shall refund the AMC Fee for the unexpired part of the AMC Period.
6.Services
Charges for services outside the AMC, such as a visit to the Customer’s premises, are not refundable once the services have been performed. An advance paid for services not yet performed is refunded on cancellation, less any costs already reasonably incurred, such as non-refundable travel bookings.
7.Duplicate or excess payments
A payment made twice in error, or in excess of the amount due, is refunded in full.
8.How refunds are made
A refund request should be sent by email to the address stated at item A6 of the Particulars, quoting the order or invoice number and the reason for the request. The Licensor will reply within three (3) Business Days. An approved refund is processed within seven (7) Business Days to the original method of payment; the time taken for the money to reach the Customer after that depends on its bank or payment provider. A credit note is issued against the related tax invoice.
When a Licence Fee is refunded, the licence concerned ends and the Customer shall stop using the Software on the computers concerned. The Customer Data remains on the Customer’s computers.