REFUND & CANCELLATION POLICY (BANK-GRADE VERSION)

Last Updated: 05 November 2025

OÜ VERTEX DIGITAL
Reg. no. 17344910
Harju County, Tallinn, Mustamäe district, Kadaka pst 169b, 12615, Estonia
Email: info@soft2next.com

INTRODUCTION
This Refund & Cancellation Policy applies to all digital products sold through https://soft2next.com, including license keys, activation codes, downloadable items, and digital entitlements.
This document complies with:

EU Consumer Rights Directive (2011/83/EU)
GDPR & ePrivacy Directive
PSD2 (Strong Customer Authentication)
Visa & Mastercard Chargeback Rules
European banking/acquiring onboarding requirements

Digital goods are delivered instantly and classified as non-returnable intangible products.

NATURE OF DIGITAL GOODS
All products are intangible digital goods delivered electronically and instantly. Once a license key or activation code is delivered, displayed, or accessed, it is considered “used and consumed.”
For this reason, digital goods are generally non-refundable.

Refunds are possible within 14 days.

REFUNDS MAY BE ISSUED ONLY IN THE FOLLOWING CASES:

PRODUCT NOT DELIVERED:
The customer did not receive the digital item due to a verified technical issue.
INVALID LICENSE KEY AT DELIVERY:
The provided key was invalid or non-functional at the moment of delivery and cannot be replaced.
DUPLICATE PURCHASE:
The same product was accidentally purchased twice.
KEY NOT ACTIVATED:
The license key was not activated.

NON-REFUNDABLE SITUATIONS
Refunds will NOT be issued for:

successful activation of the product
user error or “change of mind”
incorrect system requirements or incompatibility
purchase made by mistake
loss of access due to user negligence
product no longer needed
attempts to bypass or manipulate activation limits

VERIFICATION & INVESTIGATION PROCESS
To evaluate a refund request, we may require:

screenshot or video showing the activation error
order number and date
email used during purchase
any documents needed for fraud/identity verification

Refund requests are reviewed within 14 days.

Approved refunds are issued ONLY to the original payment method in compliance with Visa/Mastercard rules.
Refund processing is performed within 14 days.
Processing time may vary depending on the issuing bank.

CHARGEBACK POLICY (VISA/MASTERCARD COMPLIANT)
Chargebacks submitted without contacting support first may be considered abuse.

If a user opens an invalid chargeback, we may:

suspend or terminate the user’s account
revoke existing license keys
submit evidence to Visa/Mastercard
report the transaction to anti-fraud monitoring networks
restrict future purchases

We strongly encourage contacting support before initiating any dispute.

FRAUD PREVENTION
For compliance with EU banking and card-network requirements, we use:

MaxMind risk scoring
Cloudflare bot and abuse protection
Device fingerprinting (fraud-only, non-marketing)
internal anti-fraud rules
manual verification for high-risk transactions

Suspicious or high-risk orders may be delayed, cancelled, or refunded proactively.

EU DIGITAL CONTENT DIRECTIVE (DISCLOSURE)
Under EU law, consumers lose the right to withdraw once:

the digital content has been delivered, AND
the user confirms consent to immediate delivery.

This confirmation is included in our checkout process.

CONTACT & SUPPORT
For any refund-related questions, contact us:
Email: info@soft2next.com
We respond within 1–2 business days.