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Refund Policy

Downloaded Goods

It is the Customer’s responsibility to ensure that any software ordered is suitable for your requirements including the compatibility with the existing system.

Downloaded software is considered “opened” at the time of purchase. Regrettably we cannot offer refunds or exchanges for opened software.

Physical Goods

Any unopened, physically packaged software can be returned to us for a full refund within 21 days from the date of purchase.  Once your goods are returned to us, your refund will be processed. Please allow 7-14 business days for the refund to reach your account.

If the packaging has been opened or broken, unfortunately, we will not be able to offer a refund.

You can post your unopened physically packaged software goods to:

Ecommerce HQ Limited
Suite 19, 30-38 Dock Street
West Yorkshire
United Kingdom
LS10 1JF


Delivery Information

Delivery of the software (module) is done via your Shop OpenBay Pro account area. Once a module is purchased a module license will become immediately available to download under the “My Account > Downloads” section.

As the license is immediately available to you, it cannot be removed from the account, therefore no refunds or exchanges can be offered.

Installation of the software is the responsibility of the user, unless stated otherwise or unless installation service was purchased.

If you are unable to download the software, please contact us.


Subscription Service

All subscription services are non-refundable. It is the responsibility of the user to make sure the paid subscription service is suitable for your requirements. Subscription services that were purchased with a Voucher code are also non-refundable.

If you would need to check whether our subscription services meet your requirements please contact us and we will gladly advise you further.

You can cancel a subscription at any time through the payment provider profile area (PayPal > Profile > My Pre-Approved payments).

If you are paying by card, log into your OpenBay Pro account and select Subscriptions. Select the subscription you wish to cancel and click Options > View. On the loaded page, click Cancel option which is marked in red.

Note: Cancellations take immediate effect and we are unable to offer a pro-rata refund of unused time.


Hosting Service

If you are a Hosting customer and are not satisfied with your service you can request a refund within 14 days from the purchase date and we will refund the cost of your order. Access to your account will be immediately suspended and all of your data will be lost. To request a refund please fill in this form and we will get in touch with you as soon as possible.


Studio Services (Installation, Bug fixing, Investigation, Design and Development)

Unfortunately, we are unable to offer a refund for any of these services once they are completed. A full refund may be granted if the service has not been delivered, and if it has been partially completed then a refund of 25% from the total service cost will be granted.


We reserve the right to revise our Refund Policy at any time.


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