Refunds
Refund Policy
We would rather you evaluated thoroughly and bought once than bought and regretted it, which is why development and evaluation are free with every feature enabled, and why the public demo is the whole product. But if a purchase does not work out, this is what we do.
1. Fourteen days, any reason
If this is your first purchase of a BroadPaper licence, you may cancel it within fourteen days of the date the licence key was issued and we will refund the full amount, for any reason. Email the support address with your order reference. The licence key is revoked and you must stop using the Professional features in the Product it covered. Refunds go back to the payment method you used, within ten business days.
This is our policy, and it applies to businesses as well as to consumers.
2. Consumers
If you are buying as a consumer (not for a business, trade or profession), you have a statutory right under the Consumer Contracts Regulations 2013 to cancel within fourteen days of purchase. Because a licence key is digital content delivered immediately, we will ask you to confirm at checkout that you want it delivered straight away and that you understand this. Our fourteen-day policy in section 1 gives you the same right anyway, so nothing is lost by agreeing.
Nothing in this policy limits your rights under the Consumer Rights Act 2015 if the Software is faulty.
3. Renewals
A renewal charged automatically may be refunded if you ask within fourteen days of the renewal date and have not downloaded an update released after that date. Turning off automatic renewal in your account before the renewal date avoids the charge altogether; we send a reminder thirty days before.
4. Faults
If the Software does not perform substantially as documented, section 9 of the terms applies: tell us, we will try to fix it, and if we cannot you may terminate and we will refund the fee for the current Licence Year, however long ago it was paid.
5. Not refundable
- A second or later purchase, or a renewal, outside the periods above.
- The difference paid to move from Professional to Enterprise, once the Enterprise key has been issued.
- Licences bought under a separate written agreement, where that agreement says otherwise.
- Fees for services (custom work, training) once the work has begun.
- Purchases made through a reseller, which are subject to the reseller’s policy.
6. Chargebacks
Please ask us before asking your bank. A chargeback raised without contacting us first will be contested, and the licence it concerns will be suspended while it is resolved.
7. How to ask
Email support@broadpaper.com from the address on your account, with the order reference. We reply within two business days and confirm the refund when it is issued.