Refund Policy

Last Updated: December 5, 2025

1. Software License Refunds

1.1 Trial Period

All BinaryBridge software products include a free 30-day trial period with full functionality. We strongly encourage you to thoroughly evaluate the software during this period to ensure it meets your needs.

1.2 Refund Eligibility

Scenario	Refund Status	Notes
Within 14 days of purchase, software not yet activated	✓ Full Refund	Contact support with order details
Within 14 days of purchase, software activated but has critical bugs	✓ Full Refund	Must report bug and allow us to attempt fix
Within 14 days of purchase, software works as described	⚠ Case-by-Case	Evaluated individually
After 14 days of purchase	✗ Generally Not Eligible	Exceptions for major issues
Duplicate purchase (accidental)	✓ Full Refund	Contact support immediately
License upgrade (change of mind)	✗ Not Eligible	Upgrades are final

1.3 Non-Refundable Situations

Refunds are generally NOT provided in the following situations:

• You did not use the 30-day trial before purchasing
• The software works as described but doesn't meet your specific needs
• Your computer doesn't meet the published system requirements
• You found a cheaper alternative or competitor product
• You no longer need the software
• Company policy changes (your purchase, your organization's policy)
• License key has been shared or transferred (violation of EULA)
• Request made after 14 days from purchase date

1.4 Partial Refunds

In certain circumstances, we may offer partial refunds:

• If you've used the software extensively but encountered ongoing issues
• If we cannot resolve a technical problem within a reasonable timeframe
• Pro-rated refunds for unused portions of subscription services (if applicable)

2. IT Services Refunds

2.1 Consultation Services

For IT consultation and professional services:

• Before service begins: Full refund of any deposits (minus non-refundable booking fees if specified)
• During service: Refund for unused portion, charged for work completed
• After service completion: No refund for completed work

2.2 Project-Based Work

For project-based IT services:

• Cancellation before project start: Full refund minus 10% administrative fee
• Cancellation during project: Charged for work completed to date
• Dissatisfaction with completed work: We will work to resolve issues; refunds considered case-by-case

2.3 Retainer/Managed Services

For ongoing managed IT services:

• Cancel anytime with 30 days written notice
• Unused prepaid amounts are refunded pro-rata
• No refunds for the current billing period after services rendered

3. How to Request a Refund

3.1 Refund Request Process

To request a refund, follow these steps:

1. Contact Support: Email us at info@binarybridge.ca with:
   • Subject line: "Refund Request - [Order/Invoice Number]"
   • Your full name and email used for purchase
   • Order number or invoice number
   • Date of purchase
   • Reason for refund request
2. Review Period: We will review your request within 3-5 business days
3. Response: You will receive an email with our decision and next steps
4. Processing: Approved refunds are processed within 7-10 business days

3.2 Required Information

Please include the following in your refund request:

• Order/Invoice number
• Email address associated with the purchase
• Product name and version
• Purchase date
• Detailed reason for the refund request
• Any relevant screenshots or error messages (if technical issue)

4. Refund Methods

4.1 Payment Method

Refunds are issued to the original payment method:

• Credit/Debit Card: Refunded to the same card (may take 5-10 business days to appear)
• PayPal: Refunded to PayPal account
• Bank Transfer: Refunded via bank transfer (may take 7-14 business days)
• Cheque: New cheque issued if original was cashed

4.2 Currency

Refunds are processed in the original currency of payment. Currency conversion fees (if any) charged by your bank are not refunded.

4.3 Processing Time

• Refund approval: 3-5 business days
• Refund processing: 7-10 business days after approval
• Bank processing: Additional 3-10 business days depending on your bank

5. License Deactivation

Upon refund approval:

• Your license key will be deactivated immediately
• You must uninstall the software from all devices
• Any data created with the software remains yours
• You may not continue using the software after refund

6. Chargebacks and Disputes

Before initiating a chargeback or payment dispute with your bank:

• Please contact us first to resolve the issue
• We are committed to working with you to find a fair resolution
• Chargebacks may result in immediate license deactivation
• Disputed charges may delay resolution and incur additional fees

7. Exceptions and Special Circumstances

7.1 Technical Issues

If you experience technical issues with our software:

1. Contact our support team for assistance
2. Allow us reasonable time to diagnose and resolve the issue
3. If we cannot resolve the issue, you may be eligible for a full refund regardless of the timeframe

7.2 Product Changes

If we make significant changes to a product that negatively affect your use:

• We will notify you in advance when possible
• You may request a refund within 30 days of the change
• Alternatively, you may continue using the previous version (if available)

7.3 Goodwill Refunds

In exceptional circumstances, we may offer goodwill refunds at our discretion, even when the standard policy would not apply. These are evaluated on a case-by-case basis.

8. Consumer Rights

This refund policy does not affect your statutory rights under Canadian consumer protection laws. If you are a consumer in Ontario or elsewhere in Canada, you may have additional rights under applicable consumer protection legislation.

For more information about your consumer rights, visit:

• Consumer Protection Ontario
• Consumer Affairs Canada

9. Contact Us

If you have questions about our refund policy or need to request a refund, please contact us:

We aim to respond to all refund inquiries within 1-2 business days.

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