If you’re a consumer based in the European Union, you have a statutory right to withdraw from your purchase within 14 days. This is separate from our 30-day money-back guarantee, and for most people the guarantee is the easier route. This article explains both, so you can use whichever suits you.
The quickest way to get a refund
If you simply want your money back, our 30-day money-back guarantee is almost always the simplest option. It gives you a full refund within 30 days of purchase, no reason needed, and it’s more generous than the 14-day statutory minimum.
You don’t need to use the formal withdrawal process below to get a refund. The money-back guarantee covers you so just contact support and send in your request.
What the right of withdrawal is
The right of withdrawal is an EU consumer protection. It lets consumers in the EU cancel a distance purchase (anything bought online) within 14 days without giving a reason.
Since our products are digital and delivered to you immediately, the 14-day period starts on the day you complete your purchase.
This right applies to consumers. It doesn’t apply to business purchases, and it doesn’t apply to customers outside the EU, who are covered by our money-back guarantee instead.
How to submit a withdrawal request
You can withdraw from a purchase using our Withdrawal From.
To submit a request, you’ll need:
- Your name
- The email address used for the purchase
- Your order number
If you’re logged in, you can select the order from a dropdown. If you’re not logged in, enter your order number manually. If you leave the order number blank, please use the notes section in the form’s second step to provide us with details that can help us match you to your correct order number.
Once you submit, you’ll see a confirmation on screen with a reference number, and we’ll email you a copy with the date and time of your request. Keep the reference number, you’ll need it if you contact us about the request.
What happens next
We review each request and email you our decision.
If your withdrawal is accepted, we process your refund separately, so it won’t be instant, but we’ll action it promptly.
When the right doesn’t apply
Our products are digital content delivered immediately rather than shipped. Under EU law, the right of withdrawal ends once we’ve begun supplying that content to you, as long as you asked us to begin straight away and acknowledged that doing so means you lose the right to withdraw.
You make that acknowledgement at checkout (this was added in June 2026, so if you purchased before, it wouldn’t have been available), where you confirm you want immediate access to your license and accept that supply begins right away. Once you’ve given that acknowledgement and your access has begun, the purchase is no longer eligible for withdrawal.
AI Credits
If your plan includes AI credits, please note that using them counts as supply beginning. Our money-back guarantee sets out the specific conditions where a license becomes non-refundable within the 30-day window once 500 or more credits have been used, and separately-purchased credit packs are non-refundable.
Withdrawal versus the money-back guarantee
To keep it simple:
- If you want a refund, use the 30-day money-back guarantee. It’s the easier route and more generous than the statutory minimum.
- The withdrawal process is the formal statutory channel for EU consumers who want to use it.
Both are available and you’re welcome to use whichever you prefer.
For the full legal detail, see the Right of Withdrawal section of our terms and conditions.