Policies
Refund Policy
Our online order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all orders placed through our online checkout. Paddle provides all customer service inquiries and handles returns for those orders. Orders paid by invoice are sold by A-TAB Global Informatics Nig Ltd: see our Terms of Service, section 15 (Orders paid by invoice).
1. Our money-back guarantee
We want you to be confident that our products are right for your needs.
Orders paid by invoice. If you are not satisfied with your first purchase of an eligible Software licence or digital product, you may request a full refund of the price within 72 hours (3 days) of delivery. You do not need to give a reason, although we welcome feedback that may help us improve our products. Bank and transfer charges, including intermediary bank charges and currency-conversion costs, are borne by the customer and are not refunded. Every kit has a free sample: please try it before you buy.
Orders through our online checkout (Paddle). Paddle, as Merchant of Record, handles refunds under its Buyer Terms. You may request a refund within 14 days of the transaction date. Where the law of your country gives you a right to cancel (for example 14 days in the European Union, the European Economic Area, Switzerland and the United Kingdom), that right also applies. Approved refunds go back to the original payment method.
This guarantee is a voluntary commercial guarantee provided in addition to any statutory rights you may have under applicable consumer law.
2. What can be refunded
| Purchase | Refund policy |
|---|---|
| First purchase of a single-user annual or perpetual licence | Full refund if requested within the guarantee period in section 1 (invoice orders: 72 hours from delivery; online checkout: 14 days). |
| A-TAB kits (downloadable content): AI Workflow Kit for GIS (Starter, Pro, Pro update renewal, Team), Survey & Questionnaire Kit, Proposal & Grant Kit and the Assignment Kits | Full refund if requested within the guarantee period in section 1 (invoice orders: 72 hours from delivery; online checkout: 14 days) (Team: the same period after each yearly payment). When a refund is made, your licence to use the Content ends and you must delete your copies. See section 3 for the purchase bonus. |
| Subscription renewal | Full refund if requested within the guarantee period in section 1, counted from the renewal date. |
| Organisation or multi-user licence | Full refund if requested within the guarantee period in section 1 (invoice orders: 72 hours from delivery; online checkout: 14 days) unless different terms were agreed in a quotation, order form or written agreement. |
| Upgrade from one licence to another | Refund of the upgrade price if requested within the guarantee period in section 1, counted from the upgrade. The licence may revert to the previous licence level. |
| Analysis, training, implementation or consulting services | Refunds and cancellation terms will be stated in the applicable quotation, order form or agreement. Fees for work already completed or delivered are normally non-refundable, except where required by law. |
| Faulty or incorrectly described Software | Contact us so that we can investigate and provide any repair, replacement, price reduction, refund or other remedy required under applicable law. |
3. A-TAB AI Workflow Kit for GIS purchase bonus
Every first purchase of the A-TAB AI Workflow Kit for GIS (Starter, Pro or Team) includes a bonus of 15 additional workflow prompts. The bonus is given only with a purchase: it is not sold separately, is not part of the free sample and is not available without buying. Renewals and update extensions do not include a further bonus. This section applies only to A-TAB AI Workflow Kit for GIS; no bonus is offered with our desktop software.
We email the bonus to you when the money-back guarantee period ends (72 hours for invoice orders, 14 days for online checkout orders), so you keep the guarantee. If you want it sooner, you can ask for immediate access using the link in your order email or, for orders paid by invoice, by replying to your order email. If you choose immediate access, our voluntary money-back guarantee for that A-TAB AI Workflow Kit for GIS purchase ends once the bonus has been made available to you.
Using the link in your order email, you may choose one of the following:
- Keep the money-back guarantee and receive the bonus by email when the guarantee period has ended; or
- Receive immediate access to the bonus and give up our voluntary money-back guarantee for that purchase once the bonus is supplied.
This applies only to our voluntary money-back guarantee. It does not affect your rights relating to digital content that is faulty, not as described or otherwise fails to meet legal requirements.
If your purchase is refunded before the bonus has been sent, the bonus is cancelled.
4. Technical support and software faults
If you experience a technical problem with the Software, please contact us at enquiries@atabinformatics.info. We will make reasonable efforts to investigate and correct reproducible defects in the Software.
Your rights relating to faulty digital content are not limited to the money-back guarantee. Nothing in this policy reduces any mandatory remedy available to you under applicable law.
5. How to request a refund
For purchases processed by Paddle, you may request a refund through the support or order-management link provided in your Paddle receipt, including through paddle.net. You may also contact us at enquiries@atabinformatics.info and provide your order number and the email address used for the purchase. Where Paddle processed the transaction, an approved refund will normally be returned by Paddle to the original payment method.
For orders paid by invoice, email enquiries@atabinformatics.info with your invoice number within the guarantee period. We refund by bank transfer to the account the payment came from, in the currency paid, normally within 10 working days of approving the refund. Bank and transfer charges, including intermediary bank charges and currency-conversion costs, are borne by the customer and are deducted from the refund.
Payment-provider processing times vary. Refunds will be processed within any period required by applicable law.
Once a full refund has been issued:
- the associated licence or licence key may be deactivated;
- your right to continue using the refunded Software or digital product ends;
- you should uninstall any locally installed copy of the Software and delete any downloaded copies of the digital product; and
- reports, maps, analyses, exports or other outputs lawfully created before the refund remain yours, subject to any third-party data or licensing restrictions that apply.
6. When we may refuse a refund
We may refuse a refund under our voluntary money-back guarantee where:
- the request is submitted after the guarantee period in section 1 for the purchase, renewal or upgrade;
- you chose immediate access to the A-TAB AI Workflow Kit for GIS purchase bonus, as described in section 3;
- there is reasonable evidence of fraud, refund abuse or repeated purchase-and-refund activity;
- a licence key, account, access credential or prompts have been shared or used contrary to the applicable licence terms;
- the purchase was made under a quotation, invoice, order form or separate agreement containing different refund terms; or
- another exclusion expressly stated at the time of purchase applies.
These restrictions do not apply where applicable law gives you a mandatory right to a refund, repair, replacement, price reduction, cancellation or other remedy.
7. Digital purchases and cancellation rights
Consumers in some countries have statutory cancellation or withdrawal rights for online purchases. For digital content supplied immediately after purchase, those rights may be affected where you expressly request immediate access and acknowledge that beginning supply may cause you to lose a statutory cancellation right.
This does not affect our separate money-back guarantee where that guarantee applies.
8. Subscription cancellation
You may cancel an eligible subscription before its next renewal date through the subscription-management facilities provided by Paddle or through any other cancellation method we make available. Cancellation normally stops future renewal charges but does not automatically refund charges already paid, except where this policy, your agreement or applicable law provides otherwise.
9. Your legal rights
Nothing in this Refund Policy excludes, restricts or limits any mandatory rights or remedies available to you under applicable consumer protection law. Where applicable law gives you rights that are more favourable than this policy, those legal rights will apply.
10. Contact
A-TAB Global Informatics Nig Ltd · Email: enquiries@atabinformatics.info