Refund and Return Policy

In short: Contact us promptly if a payment was duplicated, delivery failed, or a verified technical issue prevents the purchased product from working as described. Your statutory consumer rights are not limited by this policy.

1. Scope

This policy applies to TrueCost software licences (timed or one-off) and additional digital measurement libraries sold by Preneor. Because these are digital products, physical return shipping does not apply.

2. When to request a refund or correction

You were charged more than once for the same order.
Payment was confirmed but the purchased download or licence was not delivered and we cannot resolve the delivery issue.
The product supplied materially differs from its description at the time of purchase.
A reproducible technical problem prevents the purchased product from working as described, and reasonable troubleshooting does not resolve it.

We may ask for information reasonably needed to identify the order and assess the issue.

3. How to request help

Contact us using the support details in the footer or on the Contact section.
Include your order reference, the email used at checkout, the date of purchase and a short description of the issue.
Do not send passwords, PINs, one-time passwords or full payment-card details.
We will review the request and may ask for further information or offer troubleshooting, corrected delivery, a replacement licence or a refund where appropriate.

4. Change of mind and digital delivery

Because software and digital libraries can be supplied electronically, a change-of-mind request may depend on the purchase terms disclosed before payment, whether the item has been delivered or activated, the circumstances of the request and applicable law. We will assess requests fairly and explain the decision. Do not treat this paragraph as removing any right that the law gives you.

5. Refund method and timing

Where a refund is approved, we will normally request it through the original payment channel where available. The time taken for funds to appear depends on the payment provider and your bank or card issuer. We will communicate any available alternative before proceeding. Payment-provider processing fees may not be returned to Preneor; any amount payable to you will be explained when your request is resolved, subject to applicable law.

6. Fair use

We may review repeated or unusual refund requests to prevent abuse. This will not be used to deny a valid claim or a legal right.

7. Contact

For a refund or cancellation request, use the support details in the footer or visit our Contact section.