LatencyFix is digital software delivered electronically, so there is nothing to return by post. This policy explains when and how you can get a refund. It should be read together with our Purchase Options & Cancellation Policy and Terms of Service.

Digital products

Because LatencyFix is downloaded and activated online, your purchase is delivered as soon as you complete checkout. There are no physical items to ship or return. References to “returns” in this policy mean cancelling access and requesting a refund where eligible.

Right of withdrawal (EU consumers)

Under EU consumer law you normally have 14 days to withdraw from a purchase. For digital software supplied immediately, this right ends once download or activation begins, provided you consented to immediate delivery and acknowledged the loss of the withdrawal right at checkout. Until that consent is given and delivery starts, you may withdraw within 14 days for a full refund.

Free trial

We offer new users a 7-day free trial so you can evaluate LatencyFix before paying. If you cancel during the trial, you are not charged. If you don’t cancel, your paid subscription begins automatically at the end of the trial. We recommend using the trial to confirm the software works in your setup.

14-day money-back guarantee

If you’re not satisfied with your first paid subscription period, you can request a full refund within 14 days of your first charge. This guarantee applies once, to your first paid period as a new subscriber, and does not apply to renewals or to later subscriptions. When we issue the refund, your licence is deactivated and LatencyFix will stop working. After the 14 days have passed, the standard cancellation terms below apply: you can cancel at any time and keep access until the end of the period you have already paid for.

Subscription refunds

You can cancel your subscription at any time from your account dashboard. When you cancel, you keep access until the end of the billing period you have already paid for, and you are not charged again. We do not provide prorated refunds for the unused portion of a billing period unless required by law.

If you are charged for a renewal you did not intend — for example, you meant to cancel before the renewal date — contact us promptly and we will review the request. We aim to handle these fairly, particularly where the renewal was charged very recently and the software has not been used in the new period.

Cancelling is not the same as a refund

Cancelling your subscription stops future charges and lets your access run to the end of the period you have already paid for. A refund is different: where we issue a refund, your right to use the software for that period ends, and we may deactivate your licence so the plugin stops working. If you simply want to stop being billed, cancel from your dashboard — you do not need to request a refund to do that.

Effect of a refund on your access

If we issue you a refund, the licence covered by that refund will be deactivated. Depending on how you activated, this takes effect immediately when your computer is connected to the internet, or the next time it connects. Once deactivated, LatencyFix will no longer run under that licence. We will only deactivate a licence in connection with a refund or where otherwise permitted under these terms.

Early-access refunds

If you placed an early-access order for a pre-release version, you can cancel before that version is delivered to you and any deposit will be refunded in full. Once the version has been delivered and activated, the subscription refund terms above apply.

Faulty or misdescribed software

If LatencyFix does not work as described, you are entitled to a remedy under applicable consumer law, regardless of the trial or withdrawal terms above. Please contact us first so we can try to resolve the issue — most problems are setup-related and quickly fixed. Where we cannot resolve a genuine fault, you may be entitled to a refund.

How to request a refund

To request a refund or raise an issue, email us at contact@latencyfix.com with your order number and a short description of the problem. We aim to respond within a few business days. Approved refunds are issued to your original payment method