Refund & Return Policy

Effective date: November 20, 2025
Last updated: October 14, 2026

At Digital License OÜ, we want every customer to feel confident when purchasing digital software licences. We provide electronic delivery, activation assistance and a 30-day money-back guarantee for eligible unused or defective licences. This policy explains our commercial guarantee and your statutory consumer rights.

1. Our 30-Day Money-Back Guarantee

You may request a refund within 30 days of purchase if your licence key has not been activated or used, subject to reasonable verification, or if the licence key is defective or non-functional.

Because digital keys remain in the customer's possession after delivery, a statement that a key is unused does not, by itself, establish eligibility. We may verify the key's status and review the request before approving a refund under this voluntary guarantee.

We aim to review eligible requests within 24 hours. Approved refunds are initiated promptly to the original payment method. This guarantee is additional to your mandatory consumer rights.

2. Defective Licences and Replacements

If a key fails to activate or the product does not match its description, please contact us with your order number and a description of the issue. We may request an error screenshot or other reasonable diagnostic information, offer troubleshooting and provide a replacement or refund where appropriate.

We provide lifetime activation assistance for eligible products, subject to the licence's activation limits and other product conditions. Nothing in this policy limits mandatory remedies for defective or non-conforming digital content.

3. Limits of Our Commercial Guarantee

Under our voluntary guarantee, we may decline a refund where a licence has already been activated and functions as described; where the request is made after 30 days; or where an issue arises solely because the customer's system does not meet clearly disclosed compatibility requirements.

These limits do not override any applicable statutory withdrawal right or mandatory consumer protection.

4. Right to Cancel for Digital Content

Right of withdrawal

If you are a consumer, you generally have the right to withdraw from a distance contract for digital content not supplied on a tangible medium within 14 days without giving a reason, unless a statutory exception applies. The withdrawal period expires 14 days after the day the contract is concluded.

To exercise this right, inform us of your decision by a clear statement, such as an email or letter:

Digital License OÜ
Kotkapoja 2a-10, Kristiine
10615 Tallinn, Estonia
Email: development+43927@synapseteam.com

You may use the model withdrawal form in Section 8, but it is not obligatory. Sending your withdrawal notice before the 14-day period expires is sufficient to meet the deadline.

Immediate digital delivery and loss of withdrawal rights

To deliver our digital products immediately, we require your express consent to begin delivery before the end of the statutory 14-day withdrawal period.

Please note that, under applicable EU consumer law, you will lose your statutory right of withdrawal once digital delivery begins, provided you have expressly consented to immediate delivery, acknowledged the resulting loss of withdrawal rights, and received the legally required confirmation.

This rule applies to qualifying digital content supplied electronically without a physical medium. Where the legal conditions for loss of withdrawal rights have not been fulfilled, any applicable statutory withdrawal right remains available.

Your satisfaction remains our priority. Our separate 30-day money-back guarantee for eligible unused or defective licences continues to apply according to the conditions of this policy, even where the statutory withdrawal right has been lost.

Effects of withdrawal

If you validly withdraw from the contract, we will reimburse all payments received from you, including any applicable standard delivery costs, without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

We will use the same payment method as the original transaction unless you expressly agree otherwise. You will not incur any reimbursement fees. After valid withdrawal, you must refrain from using the digital content or making it available to third parties as required by applicable law.

5. Subscriptions and Digital Accounts

Some products provide subscription access or account credentials rather than a standalone licence key. Their applicable withdrawal rules may differ according to the legal nature of the product. We will honor any statutory withdrawal rights and remedies applicable to those products. Under our voluntary guarantee, we will investigate products that fail to provide the access advertised.

6. Processing Times

• Initial review: Normally within 24 hours.
• Approved refunds: Initiated promptly after approval.
• Replacements: Normally delivered electronically after verification.

The time for refunded funds to appear in your account depends on the payment provider. Statutory reimbursement deadlines always take precedence.

7. Contact Us

For support, replacement or refund requests, email development+43927@synapseteam.com. Include your order number, checkout email address, product and a description of any technical issue. Screenshots may help us resolve activation problems. You do not need to give a reason or complete technical troubleshooting to exercise an available statutory withdrawal right.

8. Model Withdrawal Form

Complete and send this form only if you wish to withdraw from an eligible contract.

To: Digital License OÜ, Kotkapoja 2a-10, Kristiine, 10615 Tallinn, Estonia
Email: development+43927@synapseteam.com

I hereby give notice that I withdraw from my contract for the supply of the following digital content:

Product: __________________________
Order number: _____________________
Date of purchase: __________________
Consumer's name: __________________
Consumer's address: ________________
Date: _____________________________
Signature (only if submitted on paper): __________________

9. Mandatory Consumer Rights

Nothing in this policy excludes, restricts or overrides mandatory rights under applicable consumer protection law. If any term conflicts with mandatory law, the statutory rule prevails.

10. Company Information

Digital License OÜ
Registry code: 17098998
VAT number: EE102801246
Kotkapoja 2a-10, Kristiine, 10615 Tallinn, Estonia
Email: development+43927@synapseteam.com
Website: dl-demo-shop.synapseteam.agency