Refund Policy

1. 14-day cooling-off right (consumers, UK/EU)

If you buy a MaeWest licence as a consumer in the UK or EU, you have a statutory right to withdraw from the purchase within 14 days of the purchase date without giving a reason, provided you have not begun downloading, activating, or using the software. To exercise this right, email billing@maewestsoftware.com from the address used for the purchase and quote your Paddle order id.

2. Digital delivery and loss of cooling-off right

Once you have downloaded, activated, or begun using the software, the statutory 14-day right may no longer apply for consumer digital purchases. If a purchase is refunded after activation, MaeWest may revoke the licence key.

3. Discretionary refunds

Outside the statutory cooling-off right, MaeWest may still refund in the following cases at its reasonable discretion:

• The software fails to install or fails to run on a supported platform after reasonable troubleshooting.
• A duplicated purchase caused by a genuine mistake, reported within 14 days.
• The features you paid for are materially unavailable due to a defect.

4. Not normally refundable

• Change of mind after activation of the licence.
• Requests made more than 30 days after purchase.
• Annual Office and Enterprise subscriptions that have been used for more than 30 days of the term.

5. How refunds are processed

Refunds are issued by Paddle.com Market Limited as merchant of record, back to the original payment method. Timing depends on your bank or card provider and is typically 5–10 business days after Paddle processes the refund.

6. Chargebacks

Please contact billing@maewestsoftware.com before raising a chargeback — most issues can be resolved directly and faster. Chargebacks may result in immediate suspension of the associated licence pending resolution.

7. Contact

Email billing@maewestsoftware.com with your Paddle order id.