Refund policy
Our software is digital and is delivered to you straight away. Once your package and licence key have been sent to you, the sale is final and we do not give refunds, except in the cases listed below.
Why sales are final
When we send your package you receive a full working copy of the software and your licence key. We cannot take a digital copy back or check whether it has been installed, used or removed, and the work you design and export with it stays yours. For this reason a licence cannot be returned once it has been delivered.
Before you buy
Please make sure the software is right for you before you pay. Read the features, watch the tour and check the system requirements (Windows 10 or Windows 11, 64-bit). If you have a question, write to sales@xecilhub.com before you order and we will answer it.
Your agreement at checkout
When you order, you ask us to deliver the software immediately and you confirm that you understand you lose any right to cancel or withdraw from the purchase once your package has been sent. Where the law of your country gives buyers of digital content a cancellation period (for example 14 days in the European Union and the United Kingdom), you agree that this period ends when delivery begins.
Cancelling before delivery
If you have paid but we have not yet sent your package, you may cancel by emailing sales@xecilhub.com with your order reference (it starts with XH-). We will cancel the order and refund you in full. Once the package has been sent, this option ends.
When we will fix it or refund you
A final sale does not take away the rights the law always gives you. We will put things right, and refund you if we cannot, when:
- you were charged twice or charged the wrong amount for the same order (we refund the extra amount);
- you paid but we did not send your package within 7 days and you have not received it after asking us;
- your licence key does not activate on a supported system and we cannot fix it within 14 days of you reporting it;
- the software has a serious fault that stops it working as described and we cannot fix it within a reasonable time after you report it to bugs@xecilhub.com;
- the law where you live requires a refund in your situation.
Changing your mind, no longer needing the software, buying by mistake without contacting us before delivery, or a computer that does not meet the system requirements are not reasons for a refund.
If a refund is made
A refund is paid to the payment method you used. The licence key from that order is cancelled at the same time, and you must uninstall the software and stop using it.
Chargebacks
If you think something is wrong, please contact us first so we can help. If a payment is disputed or reversed through your bank or card provider, the licence key for that order is cancelled while the dispute is open, and permanently if the payment is reversed.
Team and school licences
The same rules apply to orders of several licences. Please confirm the number of seats you need before ordering; extra seats can be added later, but delivered seats cannot be returned.
Payments through Paddle
Where you pay online, Paddle.com is the merchant of record and processes the payment and any refund. Paddle's buyer terms also apply to your purchase.