Effective Date: 18 March 2025
Last Updated: 18 March 2025

1. General Policy

We stand behind our products and are committed to customer satisfaction. However, as with any software, we understand that products may not work perfectly for everyone at all times. This policy outlines the circumstances under which refunds may be granted while protecting both customer and company interests under UK law.

2. Eligibility Criteria

2.1 Technical Issues

Refunds may be granted for technical issues only if:

  • You have identified a reproducible bug or system malfunction
  • The issue renders the software substantially unusable for its intended purpose
  • You have provided us with reasonable opportunity to resolve the issue (minimum 5 business days)
  • You have provided detailed documentation including screenshots, error messages, and system specifications
  • The issue is not caused by third-party software, hardware incompatibility, or user error

2.2 Time Limitations

  • Full refunds: Must be requested within 14 days of original purchase date
  • Partial refunds: Must be requested within 14 days of original purchase date
  • No refunds will be processed after the 14-day period expires
  • Time is calculated from the date of purchase confirmation, not delivery or activation

2.3 Partial Refunds

Partial refunds may be granted when:

  • The core software functions correctly but specific modules/extensions have unresolvable technical issues
  • The affected modules constitute a separate, identifiable component with distinct pricing
  • All other eligibility criteria under Articles 2.1 and 2.2 are met
  • Refund amount equals the proportional cost of the affected module(s) only

3. Exclusions

3.1 Non-Refundable Circumstances

No refunds will be granted for:

  • Change of mind or buyer’s remorse
  • Accidental purchases (customers are expected to understand their purchases)
  • Failure to use the product after purchase
  • Compatibility issues with unsupported systems or software
  • Issues arising from third-party software, plugins, or integrations
  • Customization or configuration services already performed
  • License violations or misuse of the software

3.2 Services and Digital Content

  • Consulting services: Non-refundable once commenced
  • Custom development: Non-refundable once work begins
  • Training services: Non-refundable once delivered
  • Digital downloads: Non-refundable once download link is accessed

4. Process and Procedure

4.1 Refund Request Process

  1. Contact our support team at contact@prolablis.com within the eligible timeframe
  2. Provide detailed description of the issue with supporting documentation
  3. Allow our technical team reasonable time to attempt resolution (minimum 5 business days)
  4. If resolution is not achieved, formal refund request will be processed

4.2 Documentation Requirements

All refund requests must include:

  • Order number and purchase date
  • Detailed description of the technical issue
  • Screenshots or screen recordings of the problem
  • System specifications and environment details
  • Evidence of troubleshooting steps already attempted

4.3 Response Time

  • Initial response: Within 2 business days
  • Technical resolution attempt: 5-10 business days
  • Refund processing: 7-14 business days after approval

5. Refund Method and Processing

5.1 Refund Method

  • Refunds will be issued to the original payment method used for purchase
  • Bank transfer refunds may incur processing fees deducted from refund amount
  • Refunds cannot be issued as credit, vouchers, or alternative products unless specifically requested

5.2 Processing Time

  • Card refunds: 5-10 business days
  • Bank transfers: 3-5 business days
  • PayPal refunds: 1-3 business days

6. Legal Framework

6.1 UK Consumer Rights

This policy operates within the framework of UK consumer protection laws, including:

  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Sale of Goods Act 1979 (as amended)

6.2 Limitation of Liability

  • Our liability is limited to the purchase price of the affected product
  • We are not liable for consequential damages, lost profits, or business interruption
  • This policy does not affect your statutory rights under UK consumer law

7. Dispute Resolution

7.1 Internal Resolution

  • All disputes should first be addressed through our customer support channels
  • Escalation to management level available upon request
  • Mediation services may be offered for complex disputes

7.2 External Resolution

  • Disputes may be referred to relevant UK consumer protection agencies
  • Alternative Dispute Resolution (ADR) services available through approved providers
  • UK courts retain jurisdiction for legal proceedings

8. Policy Updates

8.1 Amendments

  • This policy may be updated periodically to reflect legal changes or business requirements
  • Material changes will be communicated to customers via email or website notice
  • Continued use of services after policy updates constitutes acceptance

8.2 Grandfathering

  • Purchases made under previous policy versions remain subject to those terms
  • Policy changes do not retroactively affect existing purchases

9. Contact Information

Support Team: contact@prolablis.com
Business Address: Yoctobe Ltd, 49 Jamaica Street, Liverpool, L1 0AH, UK
Company Registration: 16256967
VAT Number: [Your VAT number if applicable]

10. Governing Law

This policy is governed by the laws of England and Wales. Any disputes arising from this policy will be subject to the exclusive jurisdiction of the courts of England and Wales.

Note: This policy is designed to comply with UK consumer protection laws while protecting legitimate business interests. Customers are advised to read this policy carefully before making purchases. If you have questions about this policy, please contact our support team before completing your purchase.