Refund Policy

1. Your 14-day right under UK law

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when you buy a digital download from us you have 14 days from the date of purchase to cancel and receive a full refund, unless you have given express consent for the download to be supplied immediately AND acknowledged that doing so ends the right to cancel.

Our checkout does NOT ask you to waive this right. So by default, you keep the 14-day cancellation window even if you download and activate immediately.

2. How to request a refund within 14 days

1. Email support@trygloss.tech from the address you used to purchase, within 14 days of the purchase date.
2. Include the licence key + order reference from your receipt.
3. We'll confirm within two working days and refund via the original payment method, typically in 5–10 business days.
4. Your licence will be revoked on the day the refund is issued.

3. Beyond 14 days

After the 14-day window your statutory cancellation right expires, but we still consider refunds case-by-case if:

• there's a genuine defect we can't fix in a reasonable time;
• we materially change functionality you relied on and you don't wish to continue;
• the app is incompatible with your system in a way we didn't disclose.

Email support@trygloss.tech describing the problem and we'll work with you. We'd rather keep you as a happy user than force-hold a refund on a broken experience.

4. Renewals

If you choose to renew for another 12 months of updates, the same 14-day cancellation window applies to that renewal separately. Refunding the renewal doesn't revoke your underlying licence; you simply stop receiving new updates for the rest of that renewal period.

5. Refund exclusions

We reserve the right to refuse refunds where we reasonably believe the request is fraudulent or abusive (e.g. repeated buy-refund-buy-refund patterns, licences being deactivated and resold, chargeback threats in bad faith). Where we decline, we will explain the reason in writing.

6. Complaints

If you're unhappy with how we've handled a refund request, email legal@trygloss.tech. You can also escalate to the Citizens Advice consumer service on 0808 223 1133, or bring proceedings in the small claims court as described in our Terms of Service.