Refund & Cancellation Policy

If you change your mind, notify us by the end of 14 days after the day of purchase (up to 23:59:59 UK time on the 14th calendar day following the day your purchase is completed) and we will refund the full price paid, including tax, without requiring a reason. This guarantee applies even if you have downloaded or activated the plugin. It is additional to your statutory rights.

To request a guarantee refund or exercise statutory cancellation, email support@flat4audio.com, write to Hodfords Solutions Limited at 63 Havelock Road, Brighton, England, BN1 6GL, or use the account’s Receipt and refund options page if available. Any clear statement of statutory cancellation is accepted; a particular form or account portal is not required. Include an order reference if available; if missing, we will help identify the purchase reasonably. Eligibility may be checked, but qualifying guarantee requests will be honoured. A valid statutory cancellation takes effect through your clear statement and does not depend on our approval. For a cancellation submitted through our website, we will acknowledge receipt on a durable medium (by email) without delay. Claims under statutory faulty-content rights are not limited to the guarantee window.

For HSL’s new purchases, refunds are processed through the relevant payment provider (Revolut) using the original payment method unless an alternative is expressly agreed where the law permits. We make no administrative or payment-gateway fee deduction from a full guarantee refund or statutory refund.

Voluntary 14-day money-back guarantee refunds are made without undue delay and within 14 days of our receiving a qualifying guarantee request. Statutory cancellation refunds are made without undue delay and within 14 days after we are informed of cancellation. Refunds due under Consumer Rights Act 2015 sections 44–45 are made without undue delay and within 14 days beginning with the day we agree you are entitled to them. Bank processing time does not excuse delay by HSL.

Historical purchases follow the actual original seller and payment provider arrangements shown on their original receipt; this policy does not transfer another seller’s liabilities to HSL.

A full refund under our voluntary guarantee or a valid statutory cancellation ends the licence attributable to that purchase; you must then stop using that licence and deactivate or remove any activated copies funded solely by that purchase. A statutory price reduction under the Consumer Rights Act 2015, including one reaching the full price where the law permits (where the contract is not terminated), does not itself terminate the licence. Unrelated valid purchases and independently funded entitlements remain unaffected. A refund under section 45 of the Consumer Rights Act 2015 because HSL lacked the right to supply does not create intellectual property rights HSL never held; we will address the remedy and any lawful use separately.

We do not unilaterally reverse or recharge a qualifying guarantee or statutory refund under this policy. Any genuine fraud claim or proven material licence abuse is handled separately and proportionately, with the prior notice and human-review safeguards set out in the Terms of Service. Exercising statutory rights or raising a bona fide dispute is not itself abuse.

Statutory change-of-mind cancellation: For a distance contract for downloadable digital content under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the normal cancellation period ends 14 days after the day the contract is made, subject to any statutory extension where required information was not supplied. You may cancel by any clear statement while that right remains. It is lost only once supply begins after your prior express consent to early supply and acknowledgement that you will lose the right, and provided the required durable-medium confirmation has been supplied. Payment, ticking a box, or creation of a licence record alone does not establish that supply began. Losing the statutory cancellation right upon download does not remove our voluntary 14-day money-back guarantee or your statutory faulty-content remedies.

Model cancellation form (optional): To Hodfords Solutions Limited, 63 Havelock Road, Brighton, England, BN1 6GL; support@flat4audio.com. I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale for the supply of the following digital content: [product]. Ordered on: [date]. Consumer name(s): [name]. Consumer address: [address]. Signature (only if sent on paper): [signature]. Date: [date]. [*] Delete as appropriate. You may instead send any other clear cancellation statement.

Faulty digital content: Under the Consumer Rights Act 2015, the software must be of satisfactory quality (section 34), fit for a particular purpose made known before purchase where you reasonably relied on our skill or judgment (section 35), and as described (section 36). You may require repair or replacement where the statutory conditions apply (section 43), at our cost, within a reasonable time and without significant inconvenience. Where repair or replacement is impossible, not provided within a reasonable time or without significant inconvenience, or the other statutory conditions are met, you may be entitled to a price reduction (section 44), which can be up to the full price. If HSL had no right to supply the content, the law provides a full refund (section 45). If failure to use reasonable care and skill in supplying the digital content causes damage to your device or other digital content belonging to you, you may be entitled to repair of that damage or compensation (section 46).

Downloading or activating the plugin does not remove these statutory faulty-content rights, and claims under them are not limited to our 14-day money-back guarantee period. These digital-content remedies are separate from statutory cancellation and do not import the physical goods short-term rejection regime.

If you buy as a consumer resident outside the United Kingdom, our voluntary 14-day money-back guarantee (above) applies to you in full — including after downloading or activating the software — in addition to the non-excludable statutory rights of your country of residence:

European Union: you have a 14-day right of withdrawal from the conclusion of the contract, which is extinguished once download or activation begins following your prior express consent and acknowledgement at checkout and our durable-medium confirmation. Under Directive (EU) 2019/770 and national implementing law, we are liable for any lack of conformity of the digital content that exists at the time of supply and becomes apparent within at least two (2) years of supply, giving you rights to have the content brought into conformity, or to a proportionate price reduction or termination of the contract and a refund.

Australia (Australian Consumer Law): our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods (including downloadable software). If a failure does not amount to a major failure, you are entitled to have it rectified in a reasonable time; if this is not done, you are entitled to a refund. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. These guarantees apply for a reasonable period and are not limited to our 14-day voluntary guarantee.

New Zealand (Consumer Guarantees Act 1993): where you acquire the software for personal, domestic or household use, it must be of acceptable quality, fit for purpose and match its description. Where a failure is of a substantial character or cannot be remedied in a reasonable time, you may reject the software and choose a full refund or replacement, together with compensation for any reasonably foreseeable consequential loss.

South Africa (ECTA 2002 & Consumer Protection Act 2008): under section 42(2)(g) of the Electronic Communications and Transactions Act 25 of 2002, the 7-day cooling-off period in section 44 does not apply once software is downloaded or activated, though our voluntary 14-day money-back guarantee still covers you in full. Under sections 55–56 of the Consumer Protection Act 68 of 2008, if the software is defective within six (6) months of supply, you may require us to repair or replace it, or to refund the price paid.

Malaysia & Thailand: in Thailand, our voluntary 14-day money-back guarantee (even after download) covers and exceeds the 7-day distance-cancellation right under section 33 of the Direct Sales and Direct Marketing Act B.E. 2545. In both Malaysia and Thailand, downloading the software or the expiry of the voluntary guarantee never excludes your mandatory statutory right to a repair, replacement or refund if the software is defective or not as described.

For help, refund or cancellation notices, or complaints about HSL’s new purchases through the Flat4Audio store, contact Hodfords Solutions Limited at support@flat4audio.com or by post at 63 Havelock Road, Brighton, England, BN1 6GL.