Refund & Cancellation Policy

At Branexa Limited, we aim to provide reliable digital software products and services. This Refund & Cancellation Policy explains when customers may cancel an order, request a refund, or receive assistance with faulty or incorrectly supplied digital products.

This policy applies primarily to software, digital downloads, licences, subscriptions, and other digital services purchased through our website.

Nothing in this policy limits any statutory rights you may have under applicable UK consumer law.

1. 14-Day Cancellation Right

For certain online purchases, UK consumers may have a statutory right to cancel a contract within 14 days of entering into the contract.

For digital content supplied electronically, such as downloadable software, licence keys, digital files, or immediately accessible online products, different rules apply.

If you request immediate access to digital content during the 14-day cancellation period, we may ask you to:

Expressly consent to the digital content being supplied immediately; and
Acknowledge that your statutory right to cancel may be lost once the supply of the digital content begins.

Where the required consent and acknowledgement have been properly obtained, your cancellation right may end once the digital content begins to be supplied.

2. Digital Products and Software Downloads

Because our products are primarily supplied digitally, there is normally no physical product to return.

Before accessing or downloading a digital product, you may be eligible to cancel your purchase where required by applicable law.

Once a software download, licence, activation, or other digital supply has begun following your express consent and acknowledgement, a change-of-mind refund may no longer be available.

If we have not obtained the legally required consent or acknowledgement for immediate digital delivery, your statutory cancellation rights will remain unaffected.

3. Faulty or Incorrect Digital Products

If a digital product is faulty, materially different from its description, or does not function as reasonably expected based on the product information provided at the time of purchase, please contact us.

Depending on the circumstances and your statutory rights, we may provide an appropriate remedy, including:

Technical assistance
Repair or correction
Replacement or updated digital content
Reissue of a licence or download
Partial refund
Full refund where legally appropriate

Under UK consumer law, digital content must meet applicable requirements relating to satisfactory quality, fitness for purpose, and conformity with its description.

4. Software and Technical Issues

If you experience a technical problem with software purchased from Branexa Limited, please contact our customer support team before requesting a refund.

Where reasonably possible, we may first attempt to resolve the issue through:

Installation assistance
Troubleshooting
Configuration guidance
Software updates
Replacement files
Licence reactivation
Compatibility checks

Where repair or replacement is unavailable, unsuccessful, or cannot be provided within a reasonable time without significant inconvenience, customers may be entitled to an appropriate price reduction or refund under applicable law.

5. Digital Services

Some Branexa products may involve online services, processing services, or other digital functionality rather than a downloadable product.

Where a service begins during a statutory cancellation period at your express request and you later cancel before the service is completed, you may be required to pay a proportionate amount for the service already provided.

Where a service has been fully performed during the cancellation period with the required request, consent, and acknowledgement, the statutory cancellation right may end once the service has been fully completed.

If a service is not performed with reasonable care and skill or does not meet the agreed requirements, applicable UK consumer law may provide rights to repeat performance or an appropriate price reduction.

6. Refund Eligibility

A refund may be considered where:

You qualify for a statutory cancellation right and exercise it within the applicable period
A digital product has not been delivered or made available
A licence or purchased access cannot be provided
You have been charged more than once for the same transaction
The product is faulty and an appropriate repair or replacement cannot be provided
The software is materially different from the description provided at the time of purchase
A technical failure prevents reasonable use of the product and cannot be resolved
A refund is otherwise required under applicable consumer law

All refund requests are reviewed individually based on the product, circumstances, and applicable legal rights.

7. Situations Where a Refund May Not Be Available

Subject always to your statutory rights, refunds may not normally be provided where:

You simply change your mind after digital content has already been supplied and you validly agreed to immediate supply and acknowledged the loss of your cancellation right
A software licence has already been activated and the applicable cancellation right has ended
The product operates substantially as described
The problem is caused by unsupported hardware, software, or operating systems where compatibility requirements were clearly disclosed before purchase
The product has been modified, misused, damaged, or interfered with by the customer
Access problems result from incorrect customer account information or failure to follow reasonable installation instructions
The request involves fraudulent activity or abuse of our refund process

These exclusions do not override any mandatory rights available to consumers under UK law.

8. Subscriptions and Recurring Services

Where Branexa Limited offers subscription-based software or recurring digital services, customers may cancel future renewals in accordance with the terms displayed for the relevant subscription.

Cancellation normally prevents future renewal charges but does not automatically create a right to refund previous payments.

Any applicable statutory cancellation or refund rights will continue to apply.

9. Refund Processing

Where a refund is approved, Branexa Limited will process it without undue delay.

Where UK consumer law requires a refund within a specified period, we will comply with the applicable legal timeframe. Certain statutory refunds must be made within 14 days.

Refunds will normally be issued to the original payment method used for the transaction unless another method is agreed or required.

After we issue a refund, your bank, card issuer, payment processor, or digital wallet provider may require additional processing time before the funds appear in your account.

10. Refund Request Procedure

To request a cancellation, refund, or technical review, please contact our customer support team at:

Customer Support Email:
[email protected]

Please include:

Full Name
Email Address
Order Number
Product Name
Date of Purchase
Description of the Issue
Relevant screenshots or error messages, where applicable

Please do not send passwords, complete payment card details, or other unnecessary sensitive information.

Our support team will review your request and may ask for additional information where reasonably necessary to investigate the issue.

11. No Physical Returns Required

Our products are primarily digital products and software services.

Unless a specific product page expressly states otherwise, customers are not required to mail or physically return any product to Branexa Limited.

Where access to refunded software or digital services needs to be withdrawn, we may deactivate the relevant licence, account access, download access, or subscription after the refund has been completed.

12. Statutory Rights

This Refund & Cancellation Policy is intended to operate alongside applicable UK consumer protection law.

Nothing in this policy is intended to exclude, restrict, or reduce any consumer rights that cannot legally be excluded or restricted.