Refund Policy

Effective date: 12 June 2026

1. Overview and scope

1.1 This Refund Policy applies to SAFE software licences, subscriptions, and professional services supplied 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 does not sell online or on an automatic basis. Its software and services are supplied through a direct, considered process that typically includes evaluating the prospective customer, customer due diligence and know-your-customer (KYC) checks, presentations and the provision of documents, testing of the application on a demo account or demo setup, and a written quotation for the package the customer requires. Evaluation therefore takes place on the demo, before any purchase, and there is no post-purchase trial, cooling-off, or evaluation period beyond any right that cannot be excluded by law.

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, which prevail in the event of any inconsistency. By purchasing a licence or subscription, or engaging SAFE’s services, the Customer agrees to this policy.

1.4 SAFE supplies to business customers and does not offer its software or services to consumers. Nothing in this policy affects any statutory right that cannot be excluded.

1.5 SAFE sells primarily by direct invoicing: SAFE invoices the Customer, the Customer pays SAFE directly, and SAFE handles the invoice and any refund. Where SAFE makes available a checkout operated by a third-party payment processor or merchant of record, that provider processes the payment and any refund under its own terms.

2. Fees are non-refundable

2.1 Except as expressly set out in this policy, or as required by law that cannot be excluded, all fees are non-refundable. This includes licence fees, subscription fees, onboarding and implementation fees, and fees for professional services. Because the Customer evaluates the software on the demo before committing, there is no trial or evaluation refund after purchase.

3. Refund if SAFE can no longer provide the service

3.1 If SAFE ceases to provide, or becomes unable to continue providing, the software or a subscribed service for reasons within SAFE’s own circumstances, SAFE will refund the unused portion of any pre-paid subscription fee. The refund is calculated on a pro-rata basis from the date provision stops to the end of the paid term, less a reasonable administration fee.

3.2 Where SAFE holds pre-paid maintenance or support fees for a perpetual licence and can no longer provide that maintenance or support for reasons within its own circumstances, SAFE will refund the unused portion of those fees on the same pro-rata basis, less a reasonable administration fee. A perpetual licence already granted is not refunded and continues to the extent it operates independently of SAFE.

3.3 This section does not apply where provision stops because of the Customer’s breach, non-payment, or insolvency, where SAFE terminates for cause, or where the Customer terminates without cause. In those cases no refund is due, except as required by law.

4. Onboarding and implementation fees

4.1 “Onboarding Fees” means fees for installation, deployment, configuration, data migration, integration, and training, and any related implementation services, whether charged with a licence or subscription or separately. They are charged for professional services and work that SAFE performs.

4.2 Onboarding Fees are non-refundable once the relevant services have commenced. Where the Customer cancels before SAFE has begun the applicable onboarding services, SAFE will refund any Onboarding Fees paid for services not yet performed.

5. Professional and consultancy services

5.1 Professional services, including consultancy, are scoped, quoted, and agreed in an Order, engagement letter, or statement of work. They may be charged on a time basis (hourly or daily), for a fixed fee, on a retainer, or on a success or milestone basis tied to defined deliverables or project outcomes.

5.2 Fees for services already performed are non-refundable. Time-based work is charged for the time spent up to any cancellation. Any non-cancellable third-party costs, and time or resources SAFE has committed that cannot reasonably be reassigned, are non-refundable.

5.3 A success or milestone fee is earned when the defined deliverable or milestone is achieved, and is not refundable once earned. Success and milestone fees are tied to delivery and project outcomes, and not to any trading, investment, or financial result of the Customer.

6. Subscriptions, renewals, and cancellation

6.1 A subscription runs for 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. Cancelling a subscription stops future renewals; it does not entitle the Customer to a refund of the current or any past term, except under section 3.

6.2 A perpetual licence is a one-off purchase and is not a recurring subscription.

7. Effect of a refund

7.1 Where a refund is made, the associated Licence Key may be revoked and the software may enter a restricted or non-functional state consistent with the Software Terms. Because Business Data is stored within the Customer’s own environment, the Customer keeps its own data, and should export anything it wishes to retain and uninstall the software promptly.

8. Payment and disputes

8.1 Any approved refund is made to the original payment method. Where the Customer paid SAFE directly, SAFE refunds by the same method, for example by bank transfer. Where a third-party payment provider processed the payment, SAFE instructs that provider to refund it.

8.2 Please contact SAFE at support@safelimited.com before raising any payment dispute or chargeback; most questions can be resolved directly. Where a third-party provider processed the payment, a formal dispute or chargeback is handled by that provider, and SAFE will cooperate, including by providing evidence of licence issuance and relevant correspondence. Where a dispute or chargeback is raised without prior contact and SAFE reasonably determines it is not warranted, SAFE may suspend or revoke the associated Licence Key, without prejudice to any sums due.

9. 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