Effective date: 12 June 2026
1. Overview and scope
1.1 This Refund Policy applies to SAFE software licences and subscriptions purchased through SAFE’s checkout. It is issued by Securities and Financial Engineering (S.A.F.E) Limited, a company incorporated in England and Wales under company number 04715634 (“SAFE”).
1.2 SAFE currently supplies locally installed desktop software (such as SAFE TradeDesk) and software deployed on the customer’s own servers or private cloud. This policy does not apply to professional services such as consultancy, training, or bespoke development, which are governed by the applicable Order, engagement letter, or statement of work.
1.3 This policy forms part of, and should be read with, the SAFE Terms and Conditions, the SAFE TradeDesk End User Licence Agreement, and the Master Licence and Services Agreement. By purchasing a SAFE software licence or subscription, the Customer agrees to this policy.
1.4 Where applicable, payment is processed by Paddle (Paddle.com Market Limited and its affiliates) acting as Merchant of Record, in which case Paddle is the seller of record, issues the receipt and invoice, and handles any refund of that payment back to the original method, and Paddle’s own buyer terms also apply. Where you purchase directly from SAFE, SAFE invoices you and handles payment and any refund directly.
1.5 SAFE software is licensed to business customers and is not offered to consumers. The evaluation refund in section 3 is a contractual goodwill window, not a statutory cancellation right. Nothing in this policy affects any statutory right that cannot be excluded.
2. Licence models
SAFE offers perpetual licences (a one-off purchase), annual subscriptions, and monthly subscriptions, as stated in your Order. The 14-day evaluation refund in section 3 applies to the initial purchase of any of these. What happens after the evaluation window depends on the model and is set out in section 5.
3. 14-day evaluation refund
3.1 A full refund is available if you request it within fourteen (14) days of the date of purchase, provided the Software has not been used for live commercial activity during that period. This window gives new customers a reasonable opportunity to evaluate whether the Software meets their operational requirements.
3.2 “Used for live commercial activity” means that the Customer or any user has entered, processed, or managed real commercial deal records, active counterparty data, or live trading information in the Software. Evaluation using test, demonstration, or historical non-live data does not count as live commercial use.
3.3 To request a refund under this section, email support@safelimited.com within the window, with “Refund Request” in the subject line, including: (a) the Paddle Order ID; (b) the Licence Key reference or the last 8 characters of the Licence Key; (c) the email address associated with the licence; (d) the reason for the request; and (e) a statement of whether and when you activated or first used the Software and whether you used it for live commercial activity.
3.4 SAFE will acknowledge the request within two (2) business days and communicate an eligibility decision within five (5) business days of receiving a complete request. Where the criteria are met, SAFE will instruct Paddle to process the refund within five (5) business days of that decision.
3.5 Where a refund is granted, the Licence Key is revoked. Because Business Data is stored within the Customer’s own environment, the Customer keeps its own data; the Software may enter a restricted or non-functional state consistent with the Software Terms, and the Customer should export any data it wishes to keep and uninstall the Software promptly.
4. Defective software
4.1 This section is in addition to the warranty in the Software Terms. If the Software is materially defective, meaning it fails to perform substantially in accordance with its published documentation so as to be unfit for its core purpose, and SAFE does not provide a corrective update or patch within a reasonable period after written notice, SAFE will, consistent with the Software Terms, correct the defect or, failing that, provide a pro-rata refund of the fees for the affected unused period.
4.2 A defect does not include: (a) the Software behaving as documented but not meeting the Customer’s undisclosed expectations; (b) compatibility issues with hardware or operating systems that do not meet the published minimum requirements; (c) issues caused by the Customer’s own configuration, data, or actions; or (d) the unavailability of a feature not included in the Customer’s licensed Modules.
5. After the evaluation window
5.1 Perpetual licences. The one-off licence fee is non-refundable after the evaluation window.
5.2 Annual subscriptions. The annual fee is non-refundable after the evaluation window. The licence runs to the end of the paid term and renews automatically unless either party gives at least 30 days’ notice before the renewal date, as set out in the Master Agreement. No refund is due for the unused portion of a term on cancellation or non-renewal.
5.3 Monthly subscriptions. The monthly fee is non-refundable after the evaluation window. You may cancel at any time to stop the next monthly charge; access continues to the end of the paid month, and the current month is not refunded.
5.4 Maintenance, support, and add-on modules. Recurring maintenance or support fees, and add-on or premium module fees, are treated in the same way: the evaluation window applies to the initial purchase, and they are non-refundable thereafter.
6. What is not refundable
6.1 A change of mind after the evaluation window has closed.
6.2 Failure to meet the published minimum system or technical requirements for the product, as published at the time of purchase.
6.3 A licence used for live commercial activity within the evaluation window, as described in section 3.2.
6.4 The unused portion of a term on cancellation or non-renewal, as described in section 5.
7. Licence transfers
7.1 Where a product supports transferring a licence between machines or users, transfers are provided at SAFE’s discretion through the authorised process and are not a refund scenario. A reasonable number of transfers per licence period are supported.
7.2 To request a transfer, contact support@safelimited.com with the current Licence Key reference and details of the transfer required. A transfer does not extend the term and does not entitle the Customer to any refund.
8. Chargebacks
8.1 Please contact SAFE at support@safelimited.com before initiating a chargeback or payment dispute. Most refund requests and billing questions can be resolved promptly and without a formal chargeback.
8.2 Because Paddle acts as Merchant of Record, any chargeback or formal payment dispute is handled by Paddle as the entity that processed the payment. SAFE will cooperate with Paddle, including by providing evidence of licence issuance, activation records, and relevant correspondence.
8.3 Where a chargeback is initiated without prior contact and SAFE reasonably determines it is not warranted under this policy or applicable consumer-protection law, SAFE may revoke the associated Licence Key and decline to issue a replacement.
9. Processing time
9.1 Where a refund is approved, it is made to the original payment method. Where Paddle processed the payment, SAFE instructs Paddle to process the refund, normally within five (5) business days of the decision, and Paddle then refunds the original method. Where you paid SAFE directly, SAFE refunds you by the same method, normally within five (5) business days of the decision.
9.2 The time for the refund to appear depends on the Customer’s bank or card provider, and is typically five (5) to ten (10) business days after Paddle processes it. SAFE has no control over that timeline.
9.3 Refunds are issued in the original currency for the original amount. SAFE and Paddle are not responsible for exchange-rate differences.
10. Contact
For refund requests and billing enquiries, email support@safelimited.com with “Refund Request” or “Billing Enquiry” in the subject line. We aim to respond within two (2) business days; for urgent matters, please include “URGENT” in the subject line.
Securities and Financial Engineering (S.A.F.E) Limited
Registered in England and Wales, company number 04715634
Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Email: support@safelimited.com Website: safelimited.com