Refund & Cancellation Policy

Effective Date: 26 September 2026 — Last Updated: 26 September 2026

This policy explains how refunds and cancellations work for Trefnus CMMS licences. Trefnus CMMS is sold as a one-off purchase: there is no subscription and no recurring charge. Payments and refunds are handled by Polar Software, Inc., acting as our Merchant of Record.

1. 30-Day Money-Back Guarantee

If the Application is not right for you, you can ask for a full refund within 30 days of the date of purchase, whether or not you have activated or used it.

This guarantee is more generous than the statutory 14-day cancellation period described in Section 2, so in practice you do not need to rely on that statutory right within the first 30 days. We may refuse a guarantee refund only where we reasonably believe that the licence has been shared, transferred, or resold in breach of our Terms, that it was obtained fraudulently, or that the guarantee is being abused (for example, by repeated purchases and refund requests). This does not affect your statutory rights.

2. Statutory Cancellation Rights (Consumers)

If you are a consumer in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from purchase to cancel a contract for digital content. That right ends early if, at the time of purchase, you expressly asked for the digital content to be supplied immediately and acknowledged that you would lose the right to cancel once supply began. Because our 30-day guarantee applies in any case, you can obtain a full refund within 30 days of purchase regardless.

3. After 30 Days

After the 30-day guarantee period, refunds are not normally available for a change of mind. We will still consider a refund, acting reasonably, if:

Technical Issues: The Application is materially non-functional on a supported, up-to-date browser and we cannot resolve the problem within a reasonable time (normally 14 days from your support request);
Duplicate Purchase: You accidentally bought more than one licence for the same account;
Unauthorised Purchase: A purchase was made without your authorisation (subject to verification).
Service Interruption: During your 12-month Support Period, the Application has not opened for 30 days because of a fault in our systems. The refund is reduced by one twelfth for each full month of the Support Period that had passed, and must be requested within 30 days after that 30-day period ends, as set out in Section 13.5 of the Terms of Service.

4. Faulty Digital Content (Consumers)

If you are a consumer, the Consumer Rights Act 2015 requires digital content to be of satisfactory quality, fit for purpose, and as described. If the Application is faulty, you may be entitled to a repair or replacement or, if that is not possible or not done within a reasonable time without significant inconvenience, a price reduction or refund. These rights apply regardless of the 30-day guarantee and cannot be excluded by this policy.

5. When Refunds Are Not Normally Given

Outside the 30-day guarantee and subject always to your statutory rights, refunds are not normally given for:

A change of mind;
Loss of data caused by clearing browser data, device failure, lost passwords or recovery keys, or other causes outside our control (the Application stores data on your devices — see our Disclaimer);
Features or functionality that were accurately described at the time of purchase, or features that were never advertised;
Inability to use the Application because of your internet connection, device, or an unsupported browser;
Issues caused by third-party software, browser extensions, or device configuration;
Termination of a licence for fraud or a serious breach of the Terms of Service or Acceptable Use Policy.

6. Cancellation

Because the licence is a one-off purchase, there is nothing to cancel in order to stop future payments. You may stop using the Application at any time. If you would also like your licence account closed and its data deleted, contact us (see our Privacy Policy). Closing your licence account does not delete the records held on your own devices or in your own Dropbox account; you control those.

7. How to Request a Refund

Email apps.trefnus@gmail.com with the subject line "Refund Request";
Include the email address used for the licence;
Include your purchase date and order or receipt number;
For requests after 30 days, describe the reason and include any relevant screenshots or error messages.

If you are a consumer exercising your statutory right to cancel, you may instead use the model cancellation form published on the GOV.UK website, or any other clear statement, sent to the same address.

We will respond within 5 business days.

8. Refund Processing

Approved refunds are processed through Polar Software, Inc. to the original payment method within 14 days of our approving the request (or, for a statutory cancellation, within 14 days of being told of it);
Your bank or card provider may take a few further days to show the refund;
If you raise a chargeback or payment dispute, please contact us first. We may suspend a licence while a payment dispute is open, where reasonably necessary to protect against fraud or misuse;
When a refund is made, the licence is deactivated and the Application will stop opening on your devices when they next check the licence. Export any data you want to keep before then.

9. Price Changes

We may change our prices for new purchases at any time. A price change does not affect a licence you have already bought and does not entitle you to a refund of any difference.

10. Business Customers

The 30-day guarantee and Sections 3, 7, and 8 apply to business customers too. Sections 2 and 4 describe rights that the law gives only to consumers.

11. Disputes

If you are unhappy with the outcome of a refund request, you may:

Ask for a review by emailing apps.trefnus@gmail.com;
Use the dispute resolution steps in our Terms of Service;
If you are a consumer, contact Citizens Advice for advice.

12. Contact

For refund requests or questions about this policy:

Trefnus (Darren Jolley, sole trader)
Email: apps.trefnus@gmail.com