Refund and Cancellation Policy — Literal Sounds Labs

1. Scope

This policy applies to paid digital software licences sold by Literal Sounds Labs through Payhip. Free downloads do not involve a purchase and are therefore not eligible for a monetary refund.

Nothing in this policy limits any mandatory consumer rights that apply under Portuguese, European Union or other applicable law.

2. Check compatibility before purchase

Before buying, review the product page, supported operating systems, plugin formats and installation information. Use the trial version where one is available. Audio-plugin compatibility can depend on the operating system, processor, DAW version, plugin format and security settings.

3. Digital-content delivery and withdrawal rights

Software licences and installers are digital content delivered electronically. Consumers in the European Union generally have statutory rights concerning distance contracts. Where the law permits, the right to withdraw may end once digital delivery begins after the consumer has expressly requested immediate performance and acknowledged the resulting effect on the withdrawal right.

The exact checkout consent and transaction process may be administered by Payhip. Mandatory rights remain unaffected.

4. When a refund may be considered

A refund may be considered where:

you were charged more than once for the same product by mistake;
the purchased licence or download cannot be delivered and we cannot resolve the issue;
the product has a verified material defect or material incompatibility that was not reasonably disclosed and cannot be remedied;
a refund is required by applicable consumer law;
another exceptional circumstance makes a refund fair and reasonable.

5. Situations normally not eligible

Subject to mandatory consumer rights, a refund will normally not be issued solely because:

you changed your mind after downloading, activating or using the software;
you did not check published system requirements or trial the product where a trial was available;
your DAW, operating system, hardware or third-party software is unsupported;
you expected a feature that was not listed on the product page;
you no longer need the product or purchased the wrong product without contacting us promptly;
the issue results from an unauthorised, modified or redistributed copy.

6. Technical support before refund

For installation, validation or activation problems, please allow us a reasonable opportunity to investigate. Many issues can be resolved by using the correct build, following the installation guide, rescanning plugins, checking host architecture or resetting an activation.

Contact support@literalsoundslabs.com and include the product name, purchase email, operating system, DAW, plugin format, error message and relevant screenshots. Never send full card details.

7. How to request a refund

Submit the request through the Contact page or email support@literalsoundslabs.com. Include:

your name and purchase email;
the product and approximate purchase date;
the Payhip transaction or receipt reference, where available;
a clear explanation of the issue and troubleshooting already attempted.

Requests should be made promptly after purchase or discovery of the problem.

8. Review of requests

Each request is reviewed fairly and individually. We may ask for reasonable diagnostic information or confirmation that the software and licence have been removed or deactivated where appropriate.

Submitting a request does not guarantee approval. Decisions will take account of the circumstances, product use, technical evidence, Payhip’s process and applicable law.

9. Approved refunds

Approved refunds are normally returned through the original payment method and may be processed by Payhip or the relevant payment provider. Processing time depends on those services and the customer’s bank.

After a full refund, the associated licence may be revoked and must no longer be used, copied, shared or activated.

10. Chargebacks and payment disputes

Please contact us before opening a chargeback so we have an opportunity to resolve the issue. Fraudulent or abusive chargebacks may result in suspension of the associated licence and download access while the dispute is investigated.

This does not restrict your right to use a legitimate payment dispute process.

11. Updates to this policy

We may update this policy to reflect changes in products, payment services or legal requirements. The policy in effect at the time of purchase will be considered together with any mandatory rights applicable to the transaction.