Refund and cancellation policy

1. The 30-day window

You may request a refund within 30 days of the date of purchase, for any reason. You do not have to justify it. We may ask what went wrong, because it is often something we can fix, but an answer is not a condition of the refund.

2. How to ask

Write to support@noltrasoft.com from the email address the order was delivered to, or reply to your order confirmation, and include your order number. If you cannot find the order number, tell us the approximate date and the last four digits of the card and we will find it.

We acknowledge every refund request within one business day.

3. How long it takes

We approve or decline within two business days of your request. Approved refunds are sent to the original payment method the same day.

How long it then takes to appear depends on your bank, not on us: card refunds usually appear within 5 to 10 business days, and bank transfers within 3 to 5. If nothing has appeared after 10 business days, write to support@noltrasoft.com and we will send you the processor's reference so your bank can trace it.

4. What is refunded

The full amount you paid, including any tax we charged, to the payment method you used. We do not deduct a restocking, administrative or processing fee from a consumer refund.

For a bank transfer refund, the receiving bank may deduct its own fee, which we cannot control or reimburse.

A refund ends the licence. Access stops when the refund is issued.

5. Partial refunds and pro rata

If we end a subscription for a reason that is not your fault — we withdraw a product, or we cannot continue to supply it — we refund the unused portion of the term, calculated by day.

If you cancel a multi-year subscription after the 30-day window, we do not normally refund the unused portion, but write to us: where the circumstances are unusual we frequently do.

6. When we may decline

We may decline a refund where the request comes after the 30-day window and none of the circumstances in section 5 apply; where the same customer has previously bought and refunded the same product more than twice; where the licence has been resold or redistributed in breach of the Terms of Sale; or where the order was made fraudulently.

A decline is always explained in writing, by a person, with the reason.

7. Duplicate and mistaken charges

A duplicate charge is refunded in full whenever you find it. The 30-day window does not apply to it. The same is true of a charge for a subscription you had already cancelled in writing, and of a renewal we failed to warn you about seven days in advance.

8. Cancelling a subscription

Write to support@noltrasoft.com with your order number, or reply to your order confirmation, at any time before the next billing date. There is no cancellation fee, no retention call and no form to complete.

Cancellation stops the next charge. It does not shorten the term you have already paid for: you keep full access until that term ends. If you also want the current term refunded and you are inside the 30-day window, say so and we will do both.

We confirm every cancellation by email. If you do not receive that confirmation within one business day, assume it did not reach us and write again.

9. Your statutory rights

Nothing here reduces a right you have under the law where you live. Several countries give a consumer a right to withdraw from a distance contract within a set period; where that right gives you more than this policy, it applies instead. Where a product is faulty or is not as described, your remedy under local consumer law is unaffected by the 30-day window.

10. Before you contact your bank

If something has gone wrong with a charge, write to us first. A chargeback takes weeks, freezes the order while it runs, and usually ends with the same outcome as an email to support@noltrasoft.com would have reached in two days. We have never refused a refund to a customer who simply asked.

11. Contact

Refunds and cancellations: support@noltrasoft.com, quoting your order number. Escalation: legal@noltrasoft.com. Post: Noltra Trading L.L.C, Office 204-E-08, R118 Building, Al Suq Al Kabeer, Bur Dubai, Dubai, United Arab Emirates.