Refund & Withdrawal Policy
Last updated: 11 September 2026
This Refund & Withdrawal Policy explains the rules applicable to refunds, cancellations and statutory rights of withdrawal for paid JOOBIX products.
It applies together with the JOOBIX Terms of Use, Software License Agreement (EULA), Privacy Policy, the applicable product description and, where a purchase is processed through Lemon Squeezy, the applicable Lemon Squeezy transaction terms.
Nothing in this Policy limits any mandatory consumer right that cannot lawfully be excluded.
1. Purchases Through Lemon Squeezy
JOOBIX paid products may be sold through Lemon Squeezy, which acts as Merchant of Record for transactions processed through its platform.
Where Lemon Squeezy processes a purchase:
- payment is collected through Lemon Squeezy;
- applicable transaction taxes are handled through Lemon Squeezy;
- approved refunds are processed through Lemon Squeezy;
- the transaction may also be subject to Lemon Squeezy’s Buyer Terms.
JOOBIX remains responsible for the JOOBIX product, licence and product-specific obligations described in the JOOBIX contractual documents.
2. Consumer and Business Purchasers
JOOBIX Agency is offered only to purchasers acting for purposes related to a business, agency, freelance, consultancy, trade, craft or other professional activity. Freelancers, independent consultants and sole professionals qualify when the purchase is made for that professional activity. JOOBIX Agency is not offered for primarily personal or household consumer use.
A consumer is generally a natural person acting for purposes outside their trade, business, craft or profession.
Before continuing to checkout for JOOBIX Agency, the purchaser must truthfully confirm that the purchase is for business or professional purposes and not primarily for personal use. That confirmation is an eligibility declaration, not a contractual waiver of rights that mandatory law would otherwise make non-waivable.
A purchaser’s declaration is evidence of the stated business/professional purpose but does not override mandatory law if the objective circumstances legally establish consumer status. If mandatory consumer law applies despite the stated restriction, the relevant non-waivable rights remain unaffected.
3. Statutory Right of Withdrawal for Consumers
Where applicable consumer law provides a right of withdrawal for a distance contract, a consumer generally has 14 days to withdraw without giving a reason.
The applicable withdrawal period and any legal exceptions depend on the nature of the purchased product and how access or performance begins.
Nothing in this Policy shortens a statutory withdrawal period that applies under mandatory law.
4. Digital Content Supplied Immediately
Certain JOOBIX products may constitute digital content supplied without a tangible medium and may be made available immediately following purchase.
Where applicable law permits the statutory right of withdrawal to be lost once supply of digital content begins, this will occur only where the legally required conditions have been satisfied.
In particular, where required by law, before immediate supply begins the consumer must:
- give prior express consent to performance beginning before expiry of the withdrawal period;
- expressly acknowledge that beginning performance will result in loss of the applicable right of withdrawal; and
- receive the legally required confirmation.
Acceptance of the JOOBIX Terms of Use or EULA alone does not constitute a waiver of a statutory withdrawal right where separate express consent and acknowledgement are legally required.
If the legally required consent, acknowledgement or confirmation has not been properly obtained, JOOBIX will not rely on the digital-content exception to deny a withdrawal right that otherwise exists.
5. Digital Services and Subscription Access
Some JOOBIX products may instead be supplied as an ongoing digital service or subscription.
Where a consumer expressly requests that a paid service begin during the statutory withdrawal period, applicable law may permit the trader to charge an amount proportionate to the service supplied before withdrawal.
The right of withdrawal for a service is not treated as automatically lost merely because the consumer began using the service.
Where applicable law provides that the right is lost only after the service has been fully performed with the consumer’s prior express consent and acknowledgement, JOOBIX will apply those requirements.
Mandatory consumer rights always prevail.
6. Immediate Access
Where a customer chooses immediate access to a paid JOOBIX product, the checkout or activation process may ask the customer to expressly request immediate performance.
Where legally required, a separate acknowledgement concerning the effect on the statutory right of withdrawal will also be presented.
JOOBIX will not intentionally pre-select such consent on behalf of the customer.
7. How to Exercise a Right of Withdrawal
Where you have an applicable statutory right of withdrawal, you may exercise it before the applicable deadline by making a clear statement that you wish to withdraw from the contract.
You may contact:
Please provide enough information to identify the purchase, such as:
- your name;
- the email address used for the purchase;
- your order number or other transaction identifier;
- the JOOBIX product purchased;
- a clear statement that you wish to withdraw.
You do not need to provide a reason where applicable law gives you an unconditional statutory right of withdrawal.
8. Online Withdrawal Function
Where applicable law requires an online withdrawal function for a contract concluded through an online interface, JOOBIX will make an appropriate online withdrawal mechanism available during the applicable withdrawal period.
The mechanism will allow the consumer to submit the information reasonably necessary to identify the contract and confirm the withdrawal request.
Where required, JOOBIX will provide an electronic acknowledgement of receipt without undue delay.
9. Model Withdrawal Statement
Where you have a statutory right of withdrawal, you may use the following model statement, although use of this exact wording is not mandatory:
Subject: Withdrawal from JOOBIX purchase
I hereby give notice that I withdraw from my contract for the following JOOBIX product:
Product: ____________________
Order number: ____________________
Purchase date: ____________________
Name: ____________________
Purchase email: ____________________
Date: ____________________
You may send this statement to:
10. Effect of a Valid Withdrawal
Where a valid withdrawal applies, the transaction will be handled in accordance with applicable law.
Where required, eligible payments will be refunded through the relevant payment or Merchant of Record system.
After withdrawal from a paid digital product or digital service, JOOBIX may:
- deactivate the related licence;
- remove paid access;
- deactivate authorised instances;
- disable access to paid functionality.
The user must stop using digital content or software to which the user no longer has a valid entitlement where required by applicable law.
11. Refunds for Technical Problems
If a material technical problem prevents you from accessing or using the paid JOOBIX product as described, please contact JOOBIX before requesting a payment dispute.
JOOBIX may first attempt reasonable remedies such as:
- correcting an activation problem;
- issuing replacement access;
- providing an available software fix;
- supplying installation or compatibility guidance;
- replacing a defective digital delivery.
Where applicable consumer law entitles the customer to a remedy, price reduction or termination because digital content or a digital service does not conform to the contract, those statutory rights remain unaffected.
If a qualifying issue cannot be remedied within the period required by applicable law, a refund or another statutory remedy may apply.
12. Duplicate or Incorrect Charges
If you believe that you have:
- been charged more than once for the same intended purchase;
- been charged an incorrect amount;
- purchased the wrong JOOBIX variant because of a demonstrable checkout error;
contact JOOBIX promptly.
Verified duplicate charges or payment errors will be handled appropriately through the relevant payment provider.
13. Change-of-Mind Refunds
Where no statutory withdrawal right applies or where a valid statutory withdrawal right has already been lost in accordance with applicable law, JOOBIX does not guarantee a refund solely because the customer:
- changes their mind;
- decides they no longer need the software;
- fails to use the product;
- purchases the product without checking the published functionality or compatibility information.
JOOBIX may nevertheless consider reasonable refund requests on a case-by-case basis.
Any discretionary refund does not create an obligation to grant equivalent refunds in unrelated cases.
14. Business and Professional Purchases
Purchasers acting exclusively in a business or professional capacity generally do not receive consumer cooling-off rights unless applicable law provides otherwise.
For business or professional purchases, sales are final except to the extent a refund or other remedy is required by applicable mandatory law, a verified duplicate or incorrect charge is involved, JOOBIX fails to deliver the purchased entitlement, or JOOBIX or Lemon Squeezy expressly approves a discretionary refund. JOOBIX does not promise change-of-mind refunds for business or professional purchases. Without creating a broader refund obligation, a request may be considered in cases such as:
- verified duplicate payment;
- inability of JOOBIX to deliver the purchased entitlement;
- a material technical defect that JOOBIX cannot reasonably remedy;
- another circumstance where a refund is legally required or voluntarily approved.
A business customer’s decision not to use an activated product does not automatically create a refund entitlement.
15. Subscriptions
If JOOBIX offers a subscription, cancelling the subscription prevents future renewal according to the applicable billing terms.
Cancellation does not automatically refund a payment already made for the current subscription period unless:
- applicable law requires a refund;
- a valid statutory withdrawal right applies;
- the product is materially non-conforming and the customer is entitled to a remedy;
- JOOBIX or Lemon Squeezy approves a refund.
Where permitted by law, access may continue until the end of the already-paid subscription period after ordinary cancellation.
16. Free Trials
Where a paid subscription includes a genuine free trial and no payment has yet been charged, the customer may cancel before the trial ends to avoid the applicable first charge.
The applicable trial length and conversion to paid access will be clearly stated before activation of the trial.
17. Partial Refunds
Where appropriate and supported by the payment platform, a refund may be full or partial.
A partial refund may be appropriate, for example, where:
- only part of an order is affected;
- applicable law requires a proportionate reimbursement;
- the parties agree to a partial remedy.
Mandatory consumer remedies remain unaffected.
18. Refund Processing
Approved refunds for purchases processed through Lemon Squeezy will normally be processed through Lemon Squeezy.
The time required for a refund to appear on a customer’s payment statement may depend on the payment method, financial institution and Merchant of Record processing.
JOOBIX cannot control delays caused solely by a customer’s bank or payment provider after the refund has been properly initiated.
19. Taxes
Refund treatment may include applicable taxes according to the transaction, refund amount and rules applied by Lemon Squeezy or the relevant taxing jurisdiction.
Questions concerning tax refunds or tax identifiers may require additional information from the customer or the Merchant of Record.
20. Licence Status After Refund
Where a paid JOOBIX purchase is refunded and the purchaser no longer retains entitlement to the product, the associated licence may be:
- disabled;
- revoked;
- deactivated;
- marked as refunded;
- prevented from further activation.
The customer must stop using the paid software where the corresponding entitlement has ended.
A refund does not transfer ownership of JOOBIX software to the customer.
21. Locally Generated Reports
Where a valid licence ends following refund or withdrawal, JOOBIX will not ordinarily require deletion of legitimate client reports or analytical outputs that were lawfully generated before termination, unless applicable law or a specific contractual obligation requires otherwise.
The user may not continue to use a revoked licence to generate new paid-product outputs.
22. Fraud and Refund Abuse
JOOBIX and its payment provider may investigate evidence of:
- fraudulent purchases;
- intentional refund abuse;
- repeated purchase-and-refund manipulation;
- unauthorised payment methods;
- false refund claims.
Nothing in this section restricts a customer’s right to make a legitimate statutory withdrawal request, consumer complaint or good-faith payment dispute.
23. Chargebacks and Payment Disputes
If you believe a payment is incorrect or a product has not been delivered as required, please contact JOOBIX promptly so that the issue can be investigated.
This request does not prevent you from exercising any lawful chargeback or payment-dispute right.
Where a chargeback or payment reversal removes the purchaser’s entitlement to a paid JOOBIX product, the corresponding licence may be suspended or deactivated while the matter is resolved.
Fraudulent or abusive chargebacks may result in restriction of future purchases where permitted by law.
24. Product Compatibility
Before purchasing, customers should review any published compatibility and system requirements.
A product does not become defective solely because it is used on an unsupported or materially incompatible environment that was clearly disclosed before purchase.
This does not affect statutory rights where legally required compatibility information was inaccurate, incomplete or misleading.
25. Product Description
Refund and conformity decisions will take into account the product description presented at the time of purchase.
JOOBIX will not deny a mandatory remedy where the purchased product materially fails to conform to a legally binding product description.
Previews, demonstrations or future-feature notices that are clearly labelled as previews or unavailable functionality are not representations that the feature is already included in the purchased edition.
26. Updates and Conformity
Mandatory consumer rights concerning updates, including security or conformity updates where applicable, remain unaffected.
If applicable law requires JOOBIX to provide an update necessary to keep paid digital content or a digital service in conformity, this Policy does not remove that obligation.
27. How to Request a Refund
For an ordinary refund request, contact:
Please include:
- your purchase email;
- order number;
- product name;
- a brief explanation of the issue;
- any relevant technical information where the request concerns a product problem.
JOOBIX may request additional information reasonably necessary to verify the purchase or investigate a technical issue.
Do not send payment-card numbers, CVV codes or other unnecessary sensitive payment credentials to JOOBIX.
28. Merchant of Record Review
Because Lemon Squeezy may act as Merchant of Record, certain refund, fraud, tax, payment or chargeback decisions may also be subject to Lemon Squeezy’s procedures and applicable transaction terms.
Where mandatory consumer law provides stronger rights than a discretionary payment-provider policy, applicable mandatory law remains unaffected.
29. No Waiver of Consumer Rights
Nothing in this Policy is intended to:
- remove a statutory withdrawal right before it has been validly lost;
- remove legal conformity rights;
- exclude mandatory refund or termination remedies;
- limit rights that cannot lawfully be waived.
If a provision of this Policy conflicts with mandatory consumer law, mandatory law prevails.
30. Changes to this Policy
JOOBIX may update this Policy to reflect changes in:
- applicable law;
- product models;
- payment providers;
- subscription arrangements;
- licensing architecture.
A change will not retroactively remove a mandatory right that had already arisen.
The latest revision date will be displayed on this page.
31. Contact
Questions concerning refunds, withdrawals or cancellations may be sent to: