Refund & Cancellation Policy
Last Updated: 8 September 2026
1. Introduction
This Refund & Cancellation Policy explains how Xenate System Ltd handles refunds, cancellations and payment-related issues for our digital products, software, subscriptions and services.
By purchasing a product or service from Xenate System, you agree to the terms of this policy, subject to your statutory rights under applicable UK law.
Nothing in this policy is intended to remove or restrict any legal rights you may have as a consumer.
2. About Xenate System
Xenate System Ltd
Company Registration Number: 17430950
Registered Office:
4-6 Greatorex Street
London
E1 5NF
United Kingdom
Refund & Support Email:
contact@xenatesystem.co.uk
3. Digital Products
Xenate System may sell digital products including:
- Software
- SaaS products
- WordPress plugins
- Website themes
- Website templates
- Scripts
- Tools
- Business software
- Digital downloads
- Other digital products
Because digital products can often be accessed or downloaded immediately, cancellation and refund rights may depend on the circumstances of the purchase and whether the required consent and acknowledgement for immediate digital supply were obtained.
Where applicable, we will provide the required information and obtain the necessary confirmation before immediate digital supply begins.
4. Digital Product Refunds
If a digital product is faulty, does not conform to the description, or does not meet applicable legal requirements, please contact us at:
Depending on the circumstances, we may first seek to:
- investigate the issue;
- provide technical assistance;
- provide a fix or update;
- provide a replacement or corrected version; or
- provide an appropriate refund or price reduction where required.
UK consumer law provides protections for faulty digital content, including rights relating to repair or replacement and, in certain circumstances, a price reduction.
5. Change-of-Mind Refunds for Digital Products
For consumers purchasing digital content online, statutory cancellation rights may apply.
However, where digital content is supplied immediately after purchase, the statutory cancellation right can be lost where:
- you expressly requested or agreed that supply should begin before the end of the cancellation period; and
- you acknowledged that beginning the supply would result in the loss of your cancellation right.
These requirements are reflected in UK rules concerning digital content supplied during the cancellation period.
Where the required consent and acknowledgement have not been obtained, we will not rely on the loss-of-cancellation-right exception.
6. Software and SaaS Subscriptions
For subscription-based software or SaaS products, cancellation and refund terms may depend on the specific subscription plan.
Before purchasing, the applicable:
- subscription price;
- billing frequency;
- renewal terms;
- cancellation process; and
- any product-specific refund terms
will be displayed or made available to you.
Cancelling a subscription normally prevents future renewal charges but does not automatically create a refund for a period that has already been paid for, except where a refund is required by law or the applicable product terms.
Where applicable UK subscription-contract legislation provides additional cancellation or refund rights, those rights will apply. The UK’s newer subscription-contract regime is being implemented through regulations, so subscription terms should be reviewed as the regime takes effect.
7. Website Development and Custom Development
For custom projects such as:
- website development;
- software development;
- custom applications;
- database solutions;
- bespoke tools; and
- other custom development,
refund and cancellation arrangements may be specified in the relevant:
- quotation;
- proposal;
- statement of work;
- project agreement; or
- written agreement.
Because custom projects may involve work performed specifically for a client, refunds may depend on the amount of work already completed and the terms agreed before the project begins.
Where applicable consumer law provides a cancellation or other remedy, those rights will not be excluded by this policy.
8. Services
Xenate System may provide services including:
- SEO;
- PPC;
- Google Ads management;
- Amazon PPC;
- conversion optimisation;
- website development;
- technical development;
- software development; and
- database solutions.
If you cancel a service after work has started, the amount refundable may depend on:
- the work already completed;
- the services already supplied;
- costs already incurred;
- the agreed project terms; and
- applicable legal requirements.
For consumer service contracts, statutory rights may apply where services are not performed with reasonable care and skill or do not conform to the contract.
9. Deposits and Upfront Payments
Where a project requires a deposit or upfront payment, the applicable proposal or project agreement will explain how that payment is treated.
An upfront payment may be used to reserve project resources, begin work or cover initial project costs.
Where work has already begun, the amount refundable may be affected by the work already performed, subject to your statutory rights.
10. Duplicate or Incorrect Payments
If you believe that you have:
- been charged twice;
- been charged the wrong amount; or
- been charged after cancelling a service,
please contact us as soon as possible.
We will investigate the transaction and, where an error has occurred, arrange an appropriate correction or refund.
11. Refund Request Process
To request a refund or report a problem with a product or service, email:
Please include:
- your name;
- email address used for the purchase;
- order or invoice number;
- product or service purchased;
- date of purchase;
- reason for the request; and
- relevant screenshots or other information, where useful.
Providing complete information can help us process your request more quickly.
12. Refund Review
Once we receive a refund request, we may review:
- the purchase details;
- applicable product or service terms;
- the reason for the request;
- whether the product or service has been supplied;
- whether digital content has been accessed or downloaded;
- whether work has already been performed;
- whether there is a technical issue;
- and any applicable statutory rights.
We will communicate the outcome of the request after completing our review.
13. Approved Refunds
Where a refund is approved, we will normally issue it using the original payment method where reasonably possible.
The time required for the refunded amount to appear in your account may depend on your bank, card issuer or payment provider.
Where a refund is required by law, we will process it within the applicable legal timeframe.
14. Faulty Digital Products
If a digital product is defective or does not function as described, please contact us before requesting a refund where reasonably possible.
We may attempt to resolve the issue through:
- troubleshooting;
- technical support;
- an update;
- a patch;
- a replacement file;
- a replacement product; or
- another appropriate remedy.
If the issue cannot reasonably be resolved, you may be entitled to a refund or other remedy under applicable law.
15. Compatibility
Before purchasing a digital product, customers should review the published technical requirements and compatibility information.
We are not normally responsible for compatibility problems caused by:
- unsupported operating systems;
- unsupported software versions;
- modified environments;
- third-party software;
- incompatible hosting;
- unsupported plugins;
- unsupported hardware; or
- other environments outside the published requirements.
However, this does not affect any statutory rights that cannot legally be excluded.
16. Third-Party Services
Some Xenate System products and services may depend on third-party platforms or services.
Examples may include:
- hosting providers;
- payment processors;
- WordPress;
- Google;
- Amazon;
- APIs;
- advertising platforms; and
- other external services.
A failure, change or discontinuation of a third-party service may affect the operation of a product or service.
Where the issue is caused entirely by a third-party service outside our reasonable control, we will assess the situation fairly and provide reasonable assistance where appropriate.
17. Promotional Purchases
Products or services purchased using a promotional discount, coupon or special offer remain subject to this Refund Policy unless different terms were clearly displayed at the time of purchase.
A promotional price does not remove or reduce statutory consumer rights.
18. Non-Refundable Situations
Subject always to applicable statutory rights, we may decline a refund where:
- the product or service has been supplied as agreed;
- the customer has simply changed their mind after losing a statutory cancellation right for immediately supplied digital content;
- the issue results from unsupported third-party software or systems;
- the customer has breached the applicable licence;
- the product has been used in a way prohibited by its licence;
- inaccurate information supplied by the customer caused the issue; or
- a refund is otherwise not required under the applicable product, service or legal terms.
This section does not override any statutory right to a refund, repair, replacement, price reduction or other remedy.
19. Consumer Rights
Nothing in this Refund Policy affects your statutory rights.
UK consumer law provides protections for consumers purchasing goods, digital content and services, including rights where digital content is faulty or services do not meet applicable legal requirements.
We will not use this policy to unlawfully restrict or remove rights that cannot legally be excluded.
20. Cancellation of Services
If you wish to cancel a service, please contact us at:
If the service has not yet started, we will review the cancellation request according to the applicable agreement and law.
If work has already started, the consequences of cancellation may depend on:
- the agreed project terms;
- work already completed;
- costs incurred;
- whether the service has already been supplied; and
- applicable consumer cancellation rights.
21. Cancellation of Digital Subscriptions
Where a product is provided through a recurring subscription, customers can cancel according to the cancellation method provided for that subscription.
Cancellation normally prevents future billing after the applicable cancellation point.
Where applicable law provides a statutory cooling-off or cancellation right, that right will apply.
22. Contact Us
For refund, cancellation or payment-related questions, contact:
Xenate System Ltd
Company No.: 17430950
Registered Office:
4-6 Greatorex Street
London
E1 5NF
United Kingdom
Email:
contact@xenatesystem.co.uk
We aim to handle refund requests fairly, transparently and in accordance with applicable UK law.