Licentro
Version 1.0 – 6 August 2026
This Return and Refund Policy applies to Digital Products purchased from Licentro through licentro.net.
Capitalised terms used in this Policy have the meanings given to them in Licentro’s General Terms and Conditions.
Licentro supplies Digital Products, including software licences, Licence Keys, activation codes, download links and digital installation instructions.
Unless expressly stated otherwise, no physical product or tangible medium is shipped. Digital Products therefore cannot be physically returned.
A request for a refund is assessed under this Policy, Licentro’s General Terms and Conditions and applicable consumer law.
Consumers purchasing digital content not supplied on a tangible medium generally have a fourteen-day right of withdrawal starting on the day after the Contract is concluded.
Licentro normally supplies Digital Products immediately after successful payment.
Before immediate digital supply begins, the Consumer may be asked to:
Expressly consent to supply beginning before the end of the fourteen-day withdrawal period; and
Acknowledge that the right of withdrawal will be lost once digital supply begins.
Licentro confirms this consent and acknowledgement on a Durable Medium, normally in the order confirmation email.
Where these legal requirements have been satisfied, the right of withdrawal is lost once Licentro begins digital supply by making the Licence Key, activation code, download link or other agreed digital content available to the Consumer.
After that point, a change of mind does not create a right to cancel or receive a refund.
If Licentro did not validly obtain or confirm the legally required consent and acknowledgement, the Consumer retains the statutory right of withdrawal.
The loss of the right of withdrawal does not affect the Customer’s rights where a Digital Product is not supplied, invalid, incorrect or otherwise not in conformity.
Business Customers do not have a statutory consumer right of withdrawal.
A Customer may request cancellation while digital supply has not yet begun.
To request cancellation, contact info@licentro.net as quickly as possible and include the order number.
Licentro cannot guarantee that a cancellation request will be processed before an automatically fulfilled Digital Product is supplied.
If the order is successfully cancelled before digital supply begins, the amount paid will be refunded to the original payment method.
Customers should normally receive their Digital Product within a few minutes after successful payment unless another delivery period is stated on the Product Page.
Before reporting non-delivery, the Customer should:
Check the spam or junk email folder;
Confirm that the correct email address was entered;
Check whether payment was successfully completed; and
Check the order confirmation or Customer account for the Licence Key or download link.
If the Digital Product has not been supplied within the agreed period, the Customer should contact info@licentro.net.
Licentro will investigate the order and either complete delivery or provide another legally appropriate solution.
Where Licentro refuses to supply, supply has become impossible or Licentro fails to supply within a reasonable additional period, the Customer may terminate the affected Contract and receive a refund.
A Consumer does not have to provide an additional period where Licentro has refused to supply or where an agreed delivery time was essential and Licentro was informed of this before the Contract was concluded.
If a Licence Key is invalid, incorrect or does not activate as described, the Customer should contact info@licentro.net.
The Customer may be asked to provide reasonable information needed to investigate the issue, including:
The order number;
The exact activation error message;
A screenshot showing the error without sensitive information;
The software edition and version;
The operating system and relevant device information; and
A description of the installation and activation steps already completed.
The Customer will never be required to provide passwords, two-factor authentication codes or full payment card details.
Where legally permitted, Licentro will first be given a reasonable opportunity to bring the Digital Product into conformity free of charge and without significant inconvenience.
Depending on the issue, Licentro may provide:
Corrected installation or activation instructions;
Technical troubleshooting;
A corrected download;
A replacement Licence Key; or
Another equivalent solution.
A Licence Key having already been displayed, delivered or activated does not remove the Customer’s statutory rights if the Licence Key was invalid, incorrect or otherwise not in conformity.
A full or partial refund may be available where:
Licentro did not supply the Digital Product;
Licentro supplied the wrong product, edition, region or licence scope;
The Licence Key is demonstrably invalid or non-functional;
Bringing the Digital Product into conformity is impossible or disproportionate;
Licentro refuses to bring the Digital Product into conformity;
Licentro fails to resolve the issue within a reasonable period;
The proposed solution would cause significant inconvenience;
The problem returns after Licentro attempted to resolve it;
The lack of conformity is sufficiently serious to justify an immediate refund or price reduction;
Licentro validly cancels the order before supply; or
The Customer otherwise has a right to a refund under applicable law.
Licentro may provide a proportionate refund where only part of the order or bundle is affected and the remaining part can still reasonably be used as agreed.
A full refund may be provided where the affected part is essential to the order or where the bundle cannot reasonably be used without it.
The remedy available in each case depends on the nature and seriousness of the issue and the Customer’s statutory rights.
Unless mandatory law provides otherwise, Licentro does not normally provide a refund where:
The Customer changed their mind after valid immediate digital supply began;
The Customer selected the wrong product, edition, operating system, language or region despite this being clearly stated on the Product Page;
The Customer’s device does not meet clearly stated system requirements;
The Digital Product is incompatible because of an unsupported operating system, device or configuration that was disclosed before purchase;
The Licence Key was used on more devices, users or activations than permitted;
The Licence Key was shared, resold, published or otherwise used without authority;
The Digital Product was modified or used in breach of valid licence restrictions;
The activation problem was caused exclusively by an incorrectly configured Customer environment;
The Customer lost access to an email, device or Publisher account under the Customer’s control;
The Customer refuses to provide information reasonably necessary to investigate the issue;
The Customer refuses a reasonable and free solution that would bring the Digital Product into conformity without significant inconvenience; or
The Customer requests features, upgrades, major new versions or compatibility that were not included in the original Product description.
These exclusions do not apply where the Digital Product itself was invalid, incorrectly described or otherwise not in conformity.
The Customer is responsible for checking the Product Page before ordering, including the product edition, operating system, region, language, device count, activation method and licence duration.
If the Customer contacts Licentro before digital supply begins, the order may be cancelled.
After digital supply begins, Licentro may offer a goodwill exchange where:
The Licence Key has not been activated or redeemed;
Licentro can reasonably verify that the key remains unused;
An appropriate replacement product is available; and
The requested exchange does not create disproportionate costs.
A goodwill exchange is voluntary and does not create a contractual right to exchange correctly supplied Digital Products.
If Licentro supplied a different product from the one ordered, the Customer is entitled to a free correction, replacement or other applicable legal remedy.
Customers who accidentally place the same order more than once should contact info@licentro.net immediately.
Where a duplicate order has not yet been digitally supplied, Licentro will cancel and refund the duplicate order.
Where both orders have already been supplied, Licentro may provide a refund or exchange if it can reasonably verify that the duplicate Licence Key has not been activated, redeemed or otherwise used.
This does not limit any mandatory rights relating to an unauthorised payment or a technical error caused by Licentro.
Where an Activation Guarantee is offered on the Product Page, Licentro guarantees that the supplied Licence Key can be used for correct initial installation and activation within the licence scope stated on the Product Page.
If the Licence Key is demonstrably invalid, Licentro will provide technical support, a replacement Licence Key or another remedy required by applicable law.
The Activation Guarantee is additional to and does not limit statutory Consumer rights.
A paid Reinstall Guarantee applies only where it is included in the Customer’s order confirmation.
The duration, covered product, covered devices, permitted number of reinstallations and any other restrictions are stated on the Product Page or in the order confirmation.
If a valid claim is covered by the Reinstall Guarantee, Licentro will provide reasonable activation support, an equivalent replacement Licence Key or another solution included in the guarantee.
If Licentro cannot perform the commercial Reinstall Guarantee, Licentro will offer an equivalent solution or refund the amount paid specifically for the Reinstall Guarantee.
A refund of the Reinstall Guarantee does not limit any broader statutory claim relating to a lack of conformity in the original Digital Product.
If a bundle contains multiple Digital Products and only one component is affected, Licentro may repair or replace the affected component.
Where repair or replacement is unavailable, a proportionate refund may be provided for the affected component.
A full refund may be available where:
The affected component was essential to the purchase;
The remaining bundle cannot reasonably be used as agreed; or
Applicable law otherwise requires termination of the complete Contract.
Refunds are based on the amount actually paid after discounts.
A promotional discount or discount code has no separate cash value and is not refunded separately.
Where only part of a discounted bundle or order is refunded, Licentro may calculate the refund based on the reasonable proportion of the total price attributable to the affected Digital Product.
Promotional pricing does not reduce statutory Consumer rights.
Refund and support requests must be sent to:
Email: info@licentro.net
The request should include:
The Customer’s full name;
The order number;
The email address used for the order;
The Digital Product concerned;
A clear description of the issue;
The requested solution; and
Any relevant non-sensitive screenshots or error messages.
The Customer should not include passwords, authentication codes or full payment details.
Customers are encouraged to report problems as soon as reasonably possible. A delayed report does not automatically remove mandatory Consumer rights, but it may make technical investigation more difficult.
Licentro may investigate a refund request to:
Confirm the order and payment;
Check whether the correct Digital Product was supplied;
Confirm the Licence Key’s activation status;
Reproduce or identify the reported error;
Determine whether the issue can be resolved through support or replacement; and
Prevent fraud, duplicate claims or unauthorised use.
The Customer must provide reasonable cooperation, but Licentro will not request information that is disproportionate or unnecessary.
A refund will not be refused solely because the Customer has requested a lawful remedy or contacted a payment provider.
Approved refunds will normally be issued using the same payment method used for the original transaction.
Licentro will not charge the Customer a refund administration fee where the refund results from valid withdrawal, non-delivery or lack of conformity.
Where a Consumer validly exercises the right of withdrawal, Licentro will issue the refund without undue delay and no later than fourteen days after receiving the withdrawal notice.
Where a Contract is terminated because of non-delivery or lack of conformity, Licentro will issue the required refund without undue delay and within the period required by applicable law.
After Licentro has issued the refund, the payment provider or financial institution may require additional processing time before the amount appears in the Customer’s account.
Licentro is not responsible for delays caused exclusively by the Customer’s bank or payment provider after the refund has been correctly submitted.
Customers are encouraged to contact info@licentro.net before starting a chargeback so that Licentro has an opportunity to investigate and resolve the issue.
This does not limit the Customer’s right to submit a legitimate payment dispute or exercise any other statutory remedy.
Licentro may contest a chargeback where records show that:
The Digital Product was correctly supplied;
The Licence Key was activated or redeemed;
A refund had already been issued;
The claim is demonstrably false; or
The payment dispute otherwise appears fraudulent.
Fraudulent chargebacks, manipulated evidence or duplicate refund claims may result in refusal of future orders or non-statutory services.
Nothing in this Policy excludes, restricts or replaces rights that a Consumer has under mandatory applicable law.
In the event of a conflict between this Policy and mandatory Consumer law, the mandatory legal provision will prevail.
Commercial guarantees and goodwill solutions are additional to statutory rights and do not replace them.
Questions about returns, refunds, activation or this Policy can be sent to:
Licentro
Van Heuven Goedhartlaan 245
1181 KM Amstelveen
The Netherlands
Email: info@licentro.net
Website: https://licentro.net
Dutch Chamber of Commerce number: 77856422
VAT identification number: NL003250097B35
This Return and Refund Policy is Version 1.0 and was last updated on 6 August 2026.
