Refunds & Returns Policy

Last updated: August 5, 2025

This Refunds & Returns Policy applies to all Customers of FixLayer Ltd (“we”, “us”, “our”) purchasing Digital Products or Agency Services. It forms part of our Terms & Conditions and is governed by English law.

1. Definitions

  • Customer: any individual or entity purchasing from us.
  • Consumer: a natural person acting wholly or mainly outside their trade, business, craft, or profession.
  • Business Customer: any Customer purchasing wholly or mainly for trade, business, craft, or professional purposes.
  • Digital Products: any downloadable software, plugin, or subscription‑based tool provided by us, including but not limited to CrossCart Sync™ Basic & Pro licences.
  • Agency Services: bespoke services including SEO, marketing, consultancy, web development, error resolution, and related advisory work.

2. Digital Products

  • Consumers: You have a 14‑day cooling‑off right from purchase or renewal unless the Digital Product is downloaded or a licence key is issued, at which point this right ends immediately.
  • Business Customers: No statutory cooling‑off rights apply. Refunds are only available under the “faulty product” rule below.
  • Faulty product rule (Consumers & Business Customers): If your first payment for a new subscription relates to a Digital Product that is faulty or does not function as described, and we cannot fix it within 72 hours of your report, you may request a full refund. This applies only to the first billing period, not renewals.
  • No refunds or partial credits are issued for unused subscription time or mid‑cycle cancellations.

3. Subscription Renewals

  • Subscriptions renew automatically unless cancelled in advance in accordance with our Terms & Conditions.
  • Once a renewal has been processed and the licence key or download made available, no refund is due unless the faulty product rule applies.

4. Agency Services

  • Consumers: You may cancel within 14 days of entering into the contract, unless you have given written consent for work to start before this period ends. If work has begun, we will charge for work completed up to cancellation at the agreed hourly/day rate.
  • Business Customers: No automatic cancellation rights once the contract is agreed. Any refunds or credits for unused work must be agreed in writing in advance.
  • No refunds are given for completed work.

5. How to Request a Refund

  1. Email hello@fixlayer.com with your order/licence number, purchase date, and reason for request.
  2. We will acknowledge within 1 business day and aim to resolve or process valid claims within 3 business days.
  3. Approved refunds will be made to the original payment method unless otherwise agreed in writing.

6. Limitations & Exclusions

  • We do not consider refund claims made months or years after purchase.
  • No refunds for:
    • Part‑used subscription periods
    • Completed agency services
    • Subscription renewals after delivery of the licence key or download link

7. Governing Law

This Refunds & Returns Policy is governed exclusively by the laws of England & Wales. The courts of England & Wales have sole jurisdiction over any disputes, irrespective of where in the world the products or services are purchased or used.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under applicable UK consumer law. If any part of this policy is found invalid, the remaining sections will continue to apply in full.