Legal · Effective 13 September 2026
Refund and Return Policy
A licence is delivered electronically, so there is nothing to send back: a refund retires the key instead. This page says when a refund is available, how to ask for one, and how long it takes. The free Demo edition exists so that nobody has to buy in order to find out whether the software suits them.
1. Before your key is issued
From the moment you pay until the moment we send your licence key, you may cancel for any reason and receive a full refund. Simply email us with the order reference from your confirmation message and do not send a Machine ID. The key is issued only after we receive a Machine ID, so until then nothing has been delivered.
2. Within fourteen days of your key being issued
If the Professional edition cannot be made to run or activate on the computer the key was issued for, and our support cannot resolve it within two working days of you telling us, you receive a full refund. We will ask for the details needed to diagnose the problem — the error shown, the Windows version, what happens on launch — and you agree to provide them; without them we cannot tell a fault from a request to cancel.
A refund on this ground retires the key. The software on that computer reverts to the Demo edition and your project files stay where they are, on your disk.
3. What is not refundable
- A licence more than fourteen days after its key was issued, unless we have failed to honour the warranty in the Terms and Conditions.
- A change of mind after the key has been issued and the software activates and runs. The Demo edition, which is the same application with export restrictions, is provided precisely so that you can evaluate every workspace before buying.
- A licence bought for the wrong computer, when a free replacement key for the right one has been offered.
- The unused remainder of a term. A one-month or twelve-month licence is a fixed term paid in advance; ending it early does not return the balance.
- Disagreement with a calculation result or a compliance verdict. The software applies published standards; if you believe it applies one incorrectly, tell us and we will investigate and, where warranted, correct it, but a disputed engineering interpretation is not a fault in the software.
- A licence terminated for breach of the Terms and Conditions, such as sharing a key.
- Bank, card or currency-conversion charges applied by your own bank.
4. Company and Enterprise licences
Multi-seat and perpetual licences are quoted and invoiced individually. The refund terms for them are those written on the quotation, which may differ from this page. Where the quotation is silent, sections 1 to 3 apply per seat.
5. How to ask
- Email Sales@datacentersimulator.net from the address you used at purchase, with the order reference from your confirmation message.
- Say which ground you are relying on (section 1 or section 2) and, for section 2, describe the problem so that support can attempt to fix it first.
- You receive a reply within one working day acknowledging the request and, where support is involved, the steps being taken.
6. How the money comes back
An approved refund is issued to the same card through XPay, the payment processor, within five working days of approval. How long it then takes to appear on your statement depends on your bank; for most cards it is three to ten working days. A refund is made in the currency you were charged in; any difference caused by exchange-rate movement between the two dates is outside our control. Bank-transfer payments are refunded by bank transfer to the account they came from.
7. Duplicate or mistaken payments
If the same licence is paid for twice, or a payment is made in error, tell us and the duplicate is refunded in full, regardless of any of the above.
8. Chargebacks
Please contact us before raising a dispute with your bank. A refund under this policy is faster than a chargeback, and a chargeback raised for a licence that is active and working will be contested with the delivery record and the licence key retired.