Refund
policy.

Refunds & technical support.

Our refund policy.

Software purchases are normally non-refundable, subject to the first-use technical-fault exception and your statutory rights explained below.

We do not offer additional change-of-mind refunds outside any cancellation rights required by law. Please review the product description, compatibility information and licence conditions before buying.

If the software does not work on first use.

If you cannot get the software working when you first try to use it, contact our support team. Staff will investigate the problem and attempt to resolve it with you.

Please provide the information reasonably needed to diagnose the issue and allow us a reasonable opportunity to help. Repairs or replacements required by law will be provided without charge, within a reasonable time and without significant inconvenience.

If we cannot resolve the first-use problem and you have had no successful use of the software, we will issue a full refund for the affected purchase. This applies to both monthly and Lifetime licences.

Time spent waiting for assistance or troubleshooting an unusable first-use purchase does not count as successful use for this refund.

Your statutory rights.

This policy does not exclude or restrict your rights under applicable consumer law. Those rights are not limited to problems discovered on first use.

Digital content must meet the standards required by law, including being of satisfactory quality, fit for purpose and as described. Where it does not, you may be entitled to repair or replacement.

If repair or replacement is impossible, or is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or refund, up to the full purchase price where appropriate. Other statutory remedies remain available.

UK cancellation rights for digital downloads.

UK consumers normally have a 14-day cancellation period beginning the day after the contract is made.

For digital content supplied immediately, that cancellation right can end once supply begins with your prior express consent and acknowledgement that you will lose the right to cancel, together with the required contract confirmation.

If those requirements have not been met, any cancellation rights available to you remain in place. Losing a change-of-mind cancellation right does not remove your rights if the software is faulty or does not match its description.

How refunds are paid.

For cryptocurrency purchases, a full refund returns the original cryptocurrency amount paid for the affected product. Where a partial refund is appropriate, it is calculated as the corresponding proportion of that original cryptocurrency amount, subject to any different remedy required by law.

We will confirm the appropriate refund wallet address and network with you before sending the refund.

Refunds are made using the original payment method unless you expressly agree otherwise. We do not charge an administration fee for a statutory refund.

Approved technical-fault refunds are issued without undue delay and no later than 14 days after we agree that you are entitled to the refund. Any different statutory deadline applicable to your claim will be respected.

Temporary downtime.

If the cheat is unavailable for longer than 24 hours, we automatically extend affected users’ access to cover the full period of downtime, including the first 24 hours. You do not need to open a ticket to receive this extension.

This downtime compensation does not replace any other remedy you are entitled to under consumer law.

CONTACT UNDUTU

Report a problem.

Discord is our main support channel. Visit our Discord page, join the server and open a ticket in the #ticket channel.

What to include.

• Your order number and the email address used for your purchase.
• The product and licence option you purchased.
• A description of the problem and when it first occurred.
• Any error messages or screenshots.
• Your Windows version and the troubleshooting steps you have already tried.

Please report problems promptly so we can investigate. Our preferred support process does not restrict any other method of giving notice or exercising your rights permitted by law.

You can also read our Help page for setup instructions and account guidance.

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