Refund Policy

1. Your statutory cancellation right (consumers)

If you are a consumer based in the UK or EEA, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day right to cancel a distance contract for a refund without giving any reason. Equivalent rights apply in the EEA under Directive 2011/83/EU.

2. The digital-content exception

Our packages are digital content supplied through the customer portal. Under regulation 37(1)(a) of the 2013 Regulations, the right to cancel ends once supply of the digital content has begun, provided:

• You have given express consent to supply beginning before the 14-day cancellation period ends; and
• You have acknowledged that your right to cancel will be lost once download starts.

By clicking Download on a Package in the Customer Portal you confirm both. The Customer Portal displays a clear notice next to the download button stating that downloading closes the refund window.

3. How refunds work in practice

You are eligible for a full refund if:

• Your purchase was less than 14 days ago, and
• You have not downloaded the Package from the Customer Portal.

Once a Package has been downloaded — even if you have not yet deployed it — the refund window closes for that Package under section 2. You can verify your status at any time on the Licence page in the Customer Portal.

4. How to request a refund

To request a refund within the eligible window:

1. Open a support ticket in the Customer Portal with subject “Refund request”.
2. Include your Stripe order ID (visible in your purchase confirmation email).
3. We will confirm eligibility within two (2) working days.
4. On approval, Stripe processes the refund to your original payment method within five (5) working days. Your bank may take additional time to credit the refund to your statement.

Alternatively you can use the model cancellation form below and email it to support@sharepointforge.co.uk — though the portal route is faster.

5. What is not refundable

• Packages that have been downloaded from the Customer Portal (digital content exception, §2).
• Subscription renewals more than 14 days after the renewal date, or where the Package version available at renewal has been downloaded since the renewal date — see Terms §5.1 for the post-renewal goodwill window.
• Partial-year refunds — annual licences are not pro-rated.
• Custom project work or bespoke services agreed separately in writing.

6. Failed renewal payments

If a renewal payment fails and access is later cancelled by Stripe, no refund is required because no payment was successfully taken. If a renewal payment is initially successful and later reversed (for example by a chargeback, recall or partial-capture failure), access is suspended until the reversal is resolved and no further refund of the original transaction is required in those circumstances.

7. Faulty or non-conforming packages

If a Package does not work as described and we cannot fix the issue within a reasonable time after you raise a support ticket, you may be entitled to a price reduction or refund under the Consumer Rights Act 2015 (sections 42–46, digital content). This applies in addition to (not instead of) any refund rights above.

8. Cancelling a subscription (no refund)

You can cancel a subscription at any time via the Customer Portal billing page. Cancellation takes effect at the end of the current term. Cancellation alone does not generate a refund; it stops future renewals.

If the portal billing page is unavailable (Stripe outage or any other reason), you may also cancel by emailing support@sharepointforge.co.uk from the address linked to your account, or by raising a support ticket. We will action the cancellation within one (1) working day and reply confirming the effective date.

9. Statutory rights

Nothing in this Refund Policy affects any statutory rights you have as a consumer that cannot lawfully be excluded or limited.

10. Model cancellation form

The following is the statutory model form prescribed by Schedule 3 Part B of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You are not required to use it — the portal route in §4 is faster — but the statutory option is included so the choice is yours.

11. Contact

Questions about refunds: support@sharepointforge.co.uk.