Refund Policy

Your 14-day right to cancel

Gloss Pro is digital content that we supply immediately. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days from purchase to cancel for a full refund, with no reason needed.

Because we supply the licence key straight away, this statutory right applies for as long as you have not activated your licence. At checkout we explain that the licence key is supplied immediately and that activating it within the 14 days ends this statutory right to cancel; completing your purchase confirms you accept this. In short: if you do not activate, your full 14-day cancellation right stands.

Our 7-day courtesy refund

Once you activate, the statutory right above no longer applies — but as a courtesy we still give you a no-questions-asked 7-day refund window from the date of purchase, whether or not you have activated. Tell us within 7 days that Gloss is not for you and we will refund you in full, no reason required.

Faulty or misdescribed software

Separately from the windows above, the Consumer Rights Act 2015 gives you rights that activation can never remove. If Gloss is faulty, not as described, or does not do what we told you it would, you are entitled to a repair, replacement or refund — even after those windows have closed.

In that spirit we also consider refunds case by case where:

• there is a genuine defect we cannot fix in a reasonable time;
• we materially change functionality you relied on and you do not wish to continue;
• the app is incompatible with your system in a way we did not disclose.

How to request a refund

1. Email support@trygloss.techfrom the address you bought with, within your window — 14 days if you have not activated, or 7 days if you have.
2. Include your licence key and the order reference from your receipt.
3. We will confirm within two working days and refund to your original payment method, usually within 5–10 business days.
4. Your licence is suspended automatically when a full refund is issued, so Pro features stop; the free tier keeps working.

When we may decline

We may refuse a refund where we reasonably believe a request is fraudulent or abusive — for example repeated buy-then-refund cycles, deactivating and reselling a licence, or bad-faith chargeback threats. If we decline, we will explain the reason in writing. This does not affect your statutory rights.

Complaints

If you are unhappy with how we have handled a request, email legal@trygloss.tech. You can also get free, independent advice from the Citizens Advice consumer service on 0808 223 1133, and you can bring a claim in the small claims court. This policy and any dispute are governed by the law of England and Wales, and if you are a consumer you keep the right to use your local courts (see the Terms of Service).

Contact

Refund requests: support@trygloss.tech. Complaints: legal@trygloss.tech.