XDMA Refund Policy

Contact: admin@xdma.net
Effective Date: 25 May 2025

1. Overview

XDMA operates as a digital marketplace for legitimate FPGA development software license keys. Due to the immediate and permanent nature of digital license delivery, our refund policy is necessarily restrictive while remaining fair and legally compliant.

This policy balances the unique characteristics of digital products with consumer protection requirements and payment processor standards.

2. Refund Eligibility

2.1 Circumstances Where Refunds ARE Available

Technical Product Defects:

License key is invalid or technically defective
Software fails to activate due to key-related issues
Product fundamentally differs from description

Delivery Failures:

No license key delivered within 48 hours of payment
Corrupted or incomplete delivery
Wrong product delivered

Compatibility Issues:

Software incompatible with clearly stated system requirements
Product description materially inaccurate regarding functionality

Unauthorized Transactions:

Fraudulent charges on customer accounts
Duplicate charges for the same product

2.2 Refund Request Process

Timeframe: Requests must be submitted within 14 days of purchase

Required Information:

Order number and purchase date
Detailed description of the issue
Supporting evidence (screenshots, error messages, etc.)
Proof that the license key hasn’t been successfully activated

Contact Method: Email admin@xdma.net with subject line “Refund Request – Order #[number]”

Processing Time: We respond within 48 hours and process approved refunds within 14 business days

3. Circumstances Where Refunds Are NOT Available

3.1 Standard Exclusions

Change of Mind: Buyer’s remorse or changed requirements
User Error: Incorrect product selection or misunderstanding of features
Successfully Delivered Products: Valid license keys that function as described
Customer System Issues: Hardware/software incompatibility on customer’s end
External Factors: Business changes, budget constraints, or project cancellations

3.2 Software-Specific Exclusions

Activated Licenses: Keys that have been successfully registered and activated
Third-Party Issues: Problems with the underlying software that we don’t control
Learning Curve: Difficulty using software that functions as described
Feature Expectations: Software working as designed but not meeting subjective expectations

4. Digital Product Considerations

4.1 Nature of Digital License Keys

Digital license keys provide immediate access to software and possess unique characteristics:

Instant Delivery: Keys are delivered electronically and can be used immediately
Permanent Value: Licensed software access typically doesn’t expire
Activation Tracking: Publishers can verify if keys have been activated
No Physical Return: Digital products cannot be “returned” in traditional sense

4.2 Verification Requirements

For refund requests, we may require:

Proof that the license key hasn’t been activated
Confirmation from the software publisher regarding key status
Technical documentation of the reported issue
Screenshots or error logs demonstrating the problem

5. Consumer Rights and Legal Compliance

5.1 UK/EU Consumer Protection

This policy complies with applicable consumer protection laws:

Consumer Rights Act 2015 (UK): Digital content must be of satisfactory quality
Distance Selling Regulations: 14-day consideration period for eligible circumstances
GDPR Compliance: Data protection during refund processing

5.2 Statutory Rights

Nothing in this policy limits your statutory consumer rights where they cannot be legally excluded. EU consumers retain cooling-off period rights subject to digital content exceptions.

6. Alternative Solutions

6.1 Before Requesting Refunds

We encourage customers to:

Contact Support First: Many issues can be resolved without refunds through:

Technical assistance with activation
Product information clarification
Publisher contact facilitation
Alternative product suggestions

Utilize Publisher Support: Software publishers provide:

Technical support for their products
Software updates and patches
User documentation and tutorials
Community forums and resources

6.2 Credit Options

In certain circumstances, we may offer:

Store Credit: For future purchases (case-by-case basis)
Product Exchange: Swapping for different software of equal value
Partial Credit: For products with limited functionality

7. Payment Dispute Resolution

7.1 Direct Communication First

Before initiating payment disputes or chargebacks:

Contact Us: Email admin@xdma.net with your concerns
Provide Details: Include order information and specific issues
Allow Resolution Time: Give us 48 hours to respond
Work Together: Most issues can be resolved through communication

7.2 Chargeback Policy

While we understand legitimate chargebacks may occur:

Documentation: We maintain detailed delivery records
Response: We respond promptly to chargeback notifications
Resolution: We work with payment processors for fair outcomes
Fraudulent Claims: Abuse of chargeback process may result in account restrictions

8. Pre-Purchase Due Diligence

8.1 Customer Responsibilities

Before purchasing, customers should:

Review Product Details:

Software specifications and features
System requirements and compatibility
Publisher terms and licensing restrictions
Intended use compliance

Verify Requirements:

Hardware compatibility
Operating system support
Technical skill requirements
Legal compliance in your jurisdiction

Understand Limitations:

Our role as reseller (not software developer)
Publisher support channels
License activation procedures
Refund policy restrictions

8.2 Information We Provide

XDMA supplies comprehensive product information including:

Detailed product descriptions
Publisher contact information
System requirements
Licensing terms summary
Activation procedures

9. Support Services

9.1 Customer Support Scope

We provide assistance with:

Order Issues: Payment problems, delivery confirmation
Account Access: Login problems, password resets
Product Information: Specifications, compatibility questions
Publisher Contacts: Connecting customers with software publishers

9.2 Technical Support Limitations

We cannot provide:

Software installation support
Advanced technical troubleshooting
Software feature training
Customization assistance

These services are provided by software publishers directly.

10. Special Circumstances

10.1 Business Customers

Commercial customers may have additional considerations:

Volume Purchases: Special arrangements may apply
License Management: Assistance with enterprise licensing
Documentation: Business invoicing and records

10.2 Educational/Research Institutions

Academic customers should verify:

Educational Licensing: Availability of academic versions
Institutional Requirements: Compliance with institutional policies
Research Use: Appropriate licensing for research applications

11. Policy Updates and Communication

11.1 Policy Changes

We may update this policy to:

Maintain legal compliance
Improve customer service
Reflect business changes
Address new product types

Notification: Changes are posted on our website with 30 days notice for material changes.

11.2 Customer Communication

We maintain clear communication through:

Order Confirmations: Detailed purchase records
Delivery Notifications: Confirmation of license key delivery
Support Updates: Status of refund requests and issues
Policy Notices: Updates to terms and procedures

12. Contact Information

For refund requests, questions, or support:

Email: admin@xdma.net
Subject Lines:

“Refund Request – Order #[number]”
“Product Support – [Product Name]”
“General Inquiry – [Topic]”

Response Times:

Refund requests: Within 48 hours
General support: Within 24 hours
Technical queries: Within 48 hours

13. Legal Framework

This refund policy forms part of our Terms of Service and is governed by the laws of England and Wales. Customers retain all statutory rights that cannot be legally excluded.

Dispute Resolution: Disputes are handled through direct communication first, with legal remedies available as provided by applicable law.

Fair Trading: We operate in compliance with UK trading standards and consumer protection requirements.

Last Updated: 25 May 2025

Next Review: 25 May 2026