Refund & Returns Policy
1. Introduction to our Digital Policy
At FIVEGRAB LTD, we strive to ensure that our customers are completely satisfied with their purchase of premium technical assets. However, due to the intangible and non-returnable nature of digital downloads, our refund policy is strictly governed by the UK Consumer Contracts Regulations regarding digital content.
2. Refund Eligibility & Digital Consumption
According to UK and International Law, the right to cancel a contract for digital goods expires the moment the download begins. Since digital files cannot be “returned” once accessed, we do not offer refunds on any product that has been downloaded.
- Request made within 14 days of purchase.
- Strictly NO files have been downloaded or accessed.
- The transaction was for a subscription renewal (with 0 credits used).
- Successful Downloads: Any file that has been downloaded or “unlocked” is ineligible for a refund.
- Incompatibility: Failure to check software version requirements before purchase.
- Change of Mind: Deciding the file is no longer needed after access is granted.
3. Exceptional Circumstances (Defective Files)
If you encounter a genuine technical defect (e.g., a corrupted file), we will provide a fix or replacement. Refunds are only considered if we are technically unable to provide a functional replacement for the purchased asset within 72 business hours of your report.
4. Chargebacks & Fraud Prevention
Initiating a chargeback after successfully downloading a digital asset is considered theft of intellectual property. FIVEGRAB LTD logs all download timestamps and IP addresses, which will be submitted as evidence to payment processors (Stripe/PayPal) to contest any fraudulent disputes.