Refund policy

1. The refund window

You may request a refund of a software licence within fourteen days of the date we deliver it, provided the conditions in section 2 are met.

Requests made after that window are outside this policy. We may still consider them, but we are not obliged to.

2. When we will refund

We will refund a licence within the window if:

• the software does not work materially as described in its documentation, you have told us about the problem and given us a fair opportunity to fix it, and we have not been able to fix it within a reasonable time; or
• we delivered the wrong product, or you were charged twice for the same order, or you were charged in error; or
• we are unable to deliver your licence at all.

In every case you must stop using the software, uninstall it and delete all copies, and your licence key will be deactivated when the refund is issued. A refunded licence is no longer licensed.

We do not refund a purchase simply because you changed your mind. A licence key and a download cannot be handed back, and both are released the moment your payment clears, so the grounds set out above are the grounds. Your statutory rights, in section 7, are not affected by that.

3. What is not refundable

The following are not refundable:

• a licence after the refund window has closed;
• custom development, installation, configuration, data migration, design or consulting work that we have already carried out, to the extent it has been performed;
• a white-label mobile application build once the build has been delivered to you or submitted to an app store on your behalf;
• a Support and Maintenance subscription once the period has begun — we do not refund it pro rata part way through a year, although if you cancel within fourteen days of the start and we have not yet done any work under it we will refund it in full;
• a purchase where the licence terms have been breached — for example the software has been redistributed, or licence validation has been tampered with;
• third-party charges that we do not receive, such as payment gateway or currency conversion fees, app store fees, or your own hosting and domain costs;
• a problem caused by your own hosting environment, by modifications you or a third party made to the software, or by a third-party service outside our control;
• the difference between a promotional or bundled price and the list price — we refund the amount you actually paid, and where you return only part of a bundle, any discount that depended on buying the whole of it is recalculated and comes off the refund.

4. How to ask for a refund

Email info@btosc.com with your order number, the email address the order was placed under, the invoice, and a short description of the problem. Please contact us before raising a dispute with your bank or card issuer — almost everything is quicker to resolve directly.

We will acknowledge your request within two working days and tell you our decision within seven working days. If we need more information, or need to reproduce a fault, we will say so.

5. How refunds are paid

Approved refunds are always returned to the original payment method, through the same processor that took the payment — Razorpay for payments made in Indian rupees, PayPal for payments made in US dollars. We cannot refund to a different card, a different account or a different person, and we do not refund in cash or in credit unless you ask for a credit and we agree.

Once we approve a refund we submit it to the processor within three working days. It then usually takes a further five to ten working days for the money to appear on your statement, depending on your bank or card issuer. That last part is outside our control.

Where GST or another tax was charged, it is refunded together with the licence and we issue a credit note.

6. International refunds and currency

We refund the amount you were charged, in the currency you were charged in. If you paid 1,000 US dollars, we refund 1,000 US dollars; if you paid in rupees, we refund rupees.

If your card or bank account is held in a different currency from the one you paid in, the amount that lands back in your account may not match the amount that originally left it. That is because your bank or card issuer converts the refund at its own exchange rate on the day it is processed, not at the rate that applied on the day you paid. Exchange rates move, and we have no control over the rate your bank uses.

For the same reason, cross-border, currency conversion or card network fees charged by your own bank are not refunded by us, because we never received them.

We do not deduct payment gateway fees from a refund. You get back the full amount you paid us, even though the gateway keeps its fee on a refunded transaction and we do not get it back. If we ever have to refund by bank transfer because the original method is no longer available, we pay our own bank’s outward charge; any intermediary, correspondent or receiving-bank charge is taken by those banks out of the money in transit, and is outside our control.

7. Your statutory rights

This policy sits alongside your legal rights and does not replace them. If you buy as a consumer in India, the Consumer Protection Act 2019 and the rules made under it apply. If you buy as a consumer in the EU or the UK, you may have a statutory right to withdraw from a distance contract within fourteen days — although that right can be lost for digital content that is supplied immediately, where you asked for immediate supply and acknowledged that you would lose the right.

The fourteen-day right of withdrawal is a consumer right. BTOSC sells to businesses, so it does not apply to these purchases.

Questions about this policy: info@btosc.com, or legal@btosc.com.