Refund and Cancellation Policy (Licence Store)
Last updated: 16 October 2026
This policy covers licences bought from the Orpyxis licence store for Road Guardian (RGS), Road Guardian Fleet and the EirRoute licence. It forms part of our Licence Store Terms. The seller is Eman Curmi, trading as Orpyxis Technologies, 42, Triq it-Tin, Sannat SNT1443, Gozo, Malta. Email: [email protected].
It does not cover the Road Guardian Finder and Truck apps (they have their own terms), or EirRoute Plus on the App Store (Apple handles those payments and refunds).
In short
| Situation | Refund? |
|---|---|
| You change your mind after the key was issued or activated | No |
| The product can't be activated, or doesn't work as described on its product page, and we can't fix it in a reasonable time (report within 14 days of purchase) | Yes, in full |
| You were charged twice, or the wrong amount | Yes, the extra or wrong amount |
| We stop offering the product during your licence term | Yes, for the time left, worked out by day |
| You want to cancel part-way through the year | No. Nothing renews, so there is nothing to cancel. You simply don't buy again |
1. Who this is for
The licence store is for businesses only, so the 14-day withdrawal right that consumers have does not apply to these purchases. If a mandatory consumer law applies to you anyway, nothing in this policy limits it.
2. No refund for change of mind
Your key is issued immediately after payment, and you can use it straight away. So we do not refund a change of mind once the key has been issued or activated. This includes buying more seats than you need, deciding you no longer need the product, or finding another product.
If you bought the wrong plan or number of seats, email us before you activate the key. We may (but don't have to) swap it as a goodwill gesture.
3. Refund within 14 days if it doesn't work
You can have a full refund if, within 14 days of the date the key was issued:
- the product cannot be activated with your key, or
- the product does not work as described on its product page,
and we cannot fix it, or give you a working solution, within a reasonable time after you tell us. We treat 10 working days from your report as reasonable, unless the problem is unusually complex and we agree a longer time with you. If you report within the 14 days, you keep the right to a refund even if the 10 working days run past day 14.
To help us fix it quickly, tell us what you did, what you expected, what happened, and the product version, with a screenshot if you can. Problems caused by your own device, your network, third-party services, or use outside the product page description are not covered.
4. Duplicate or mistaken charge
If we, or the payment system, charged you twice for the same order, charged an amount different from the price shown at checkout, or took a payment that did not result in a key, we will refund the duplicate or wrong amount. If two keys were issued for one payment, we will revoke one.
If you paid and no key appeared, email us. We will issue the key or refund the payment.
5. If we stop offering the product
If we stop offering or supporting a product during your licence term, we will refund the part of your fee for the time left after the product ends, worked out by day from the end date to your licence expiry. We will give at least 60 days' notice first.
6. Cancellation
Licences are bought once for one year and do not renew automatically. We take one payment and do not charge your card again unless you choose to buy again. So there is nothing to cancel, and no cancellation fee.
If you stop using a product part-way through the year, you do not get a refund for the unused time, except under sections 3 to 5. If you want your data exported or deleted when your licence ends, email us (see the Licence Store Terms, section 7).
7. How to ask for a refund
- Email [email protected] with the subject "Refund request".
- Give the buyer's email, the licensee name, the product, the date of purchase, and the reason. You can give the licence ID if you have it. Don't send your full licence key.
- We aim to reply within 2 working days. We will tell you whether we can fix it, or whether you get a refund.
If we agree a refund, we will send it to the original payment method through Stripe within 14 days of agreeing it. Your bank decides how fast it shows up. Once a licence is refunded, we revoke the key and it stops working.
The refund is the amount you paid. No VAT was charged on your payment, so there is no VAT to return. If that changes, we will explain how VAT is handled in any refund.
8. Chargebacks
Please email us before you dispute a payment with your bank. We reply quickly and can usually put things right.
If you start a chargeback:
- we may suspend or revoke the key while the dispute is open;
- we will give your bank or Stripe the order and licence records (for example payment details, licence activation dates and support emails) to show what happened;
- if the dispute is decided in your favour, we will accept it, and the key stays revoked;
- if the dispute is unjustified (for example the product was delivered and worked, or you were already refunded), we may ask you to cover the dispute fees charged to us, as far as the law allows, and we may refuse future sales.
9. Your legal rights
Nothing in this policy affects rights you have under mandatory law that cannot be excluded, or any liability that cannot be limited by law. This policy is governed by the laws of Malta.