Refund Policy

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1. Overview

This Refund Policy applies to digital products purchased through the ElitePay marketplace. Digital products include software licence keys, activation codes, subscription access, and download links.

2. Your statutory rights

Under the Consumer Rights Act 2015, digital content supplied to you must be of satisfactory quality, fit for a particular purpose, and as described. If the digital content you receive is faulty or does not match the description, you have the right to a repair, replacement, or (if neither is possible) a refund.

3. Right to cancel (cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day right to cancel a distance contract. However, when you purchase digital content and consent to immediate delivery at checkout, you acknowledge and agree that you lose this cancellation right once delivery has begun (i.e. once the licence key is issued or download link is provided). This is explained in our Digital Content Waiver, which you accept at checkout.

4. When we will issue a refund

Refunds may be issued in the following circumstances:

• Faulty or invalid key: the licence key or activation code does not work and the Seller is unable to provide a replacement.
• Non-delivery: you did not receive your licence key or download link and the issue cannot be resolved.
• Duplicate purchase: you accidentally purchased the same product twice.
• Product not as described: the product materially differs from the description provided on the Platform.
• Seller failure: the Seller is unable to fulfil the order.

5. When refunds will not normally be issued

• You have already revealed, redeemed, or used the licence key.
• You changed your mind after delivery (where you consented to the Digital Content Waiver).
• The product functions correctly but does not meet your subjective expectations.
• The issue is caused by your hardware, software, or internet connection.

6. How to request a refund

To request a refund, contact the Seller using the support details provided in your order confirmation email. Please include your order reference and a description of the issue. The Seller will review your request and respond within 5 working days.

7. Refund processing

Approved refunds will be processed to the original payment method within 5–10 working days. Refund timing may vary depending on your payment provider.

8. Platform role

ElitePay facilitates the refund process but the decision to issue a refund rests with the Seller, subject to applicable law. If you believe a Seller has unreasonably refused a refund to which you are entitled under the Consumer Rights Act 2015, please contact us and we will investigate.

9. Nothing in this policy affects your statutory rights

This policy does not affect your statutory rights as a consumer. For advice on your consumer rights, visit Citizens Advice or contact your local Trading Standards office.