Effective Date: 6 June 2026
1. Overview
This Refund Policy applies to all software licences and subscriptions sold by Securities and Financial Engineering (SAFE) Ltd. SAFE develops and supplies software products and services for professional and business users, including desktop applications, web applications, mobile applications, and software-as-a-service products. Specific refund terms may vary by product type (annual licence, monthly subscription, perpetual licence) — where a product page or Order states different terms, those terms apply.
All payments for SAFE software licences and subscriptions are processed by Paddle (Paddle.com Market Limited and/or Paddle.com Inc.), which acts as Merchant of Record for these transactions. Paddle is the seller of record and issues the payment receipt and invoice to the customer. Refunds, where applicable under this policy, are processed by Paddle back to the original payment method.
This policy forms part of the SAFE Terms of Service and should be read in conjunction with those terms. By purchasing any SAFE software licence or subscription, the Customer agrees to this Refund Policy.
2. 14-Day Refund Window
2.1 A full refund is available to any Customer who requests a refund within fourteen (14) days of the date of first use or activation of the Licence Key or product access credential, provided that the Software has not been used for live commercial activity during that period. This refund window is intended to give new customers a reasonable opportunity to evaluate whether the Software meets their operational requirements.
2.2 “Used for live commercial activity” means that the Customer or any Authorised User has entered, processed, or managed real commercial deal records, active counterparty data, or live trading information within the Software. Evaluation using test data, demonstration data, or historical non-live data does not constitute live commercial use for the purposes of this clause.
2.3 To request a refund under this clause, the Customer must send an email to support@safelimited.com within the 14-day window. The email must include: (a) the Licence Key reference or the Paddle Order ID; (b) the email address associated with the licence account; (c) the reason for the refund request; and (d) a confirmation that the Software has not been used for live commercial activity.
2.4 SAFE will review the request in good faith and, where the criteria in this clause are met, will instruct Paddle to process the refund within five (5) business days of confirming eligibility. The Customer will receive confirmation by email once the refund has been authorised.
2.5 Where a refund is granted, the Customer’s Licence Key or product access will be immediately revoked. For locally-installed products, the Software will cease to function and the Customer is expected to uninstall it promptly following the refund. For subscription-based or web products, access will be terminated.
3. After 14 Days
3.1 No refunds are available after the expiry of the 14-day refund window described in clause 2. Annual licence fees are non-refundable once the refund window has closed, except as provided in clause 3.2.
3.2 Notwithstanding the foregoing, if the Software is materially defective — meaning it fails to perform substantially in accordance with its published documentation in a manner that renders it unfit for its core purpose — and SAFE is unable to deliver a corrective update or patch within a reasonable period of time after receiving written notice of the defect, SAFE may, in its sole discretion, issue a pro-rata credit against future licence fees or a partial refund for the remaining unused portion of the Licence Term. The grant of a credit or partial refund in such circumstances is at SAFE’s reasonable discretion and will be assessed on a case-by-case basis.
3.3 A defect does not include: (a) software behaving as documented but failing to meet the Customer’s undisclosed expectations; (b) compatibility issues arising from hardware or operating systems that do not meet the published minimum system requirements; (c) issues caused by the Customer’s own configuration, data, or actions; or (d) the unavailability of a specific feature that was not included in the Customer’s licensed module set.
4. What Is Not Refundable
4.1 Change of mind after the 14-day refund window has expired. Once the refund window has closed, the Customer has had sufficient opportunity to evaluate the Software and no refund is available on the basis of a change of preference, operational needs, or business strategy.
4.2 Failure to meet published system or technical requirements. Minimum system requirements and technical prerequisites for each SAFE product are published at the time of purchase, either on the product page at safelimited.com or in the Product Documentation. Where a Customer’s hardware, operating system version, browser, or software environment does not meet these requirements as published at the time of purchase, SAFE is not obliged to provide a refund.
4.3 Licences used for live commercial activity within the 14-day window. As described in clause 2.2, a Licence that has been used to manage live commercial transactions is not eligible for the 14-day refund, irrespective of the time elapsed since Activation.
4.4 Partial-period refunds for non-renewal. Where a Customer chooses not to renew their annual licence, the remaining period of the current Licence Term following notice of non-renewal is not refundable. The licence remains active until the end of the paid Licence Term.
4.5 Add-on modules and premium features. Where SAFE makes available premium module licences or add-on subscriptions at an additional fee, the same 14-day refund window and post-window non-refund policy applies to those add-on fees.
5. Licence Transfers
5.1 Where a SAFE product supports licence transfers between devices or users, such transfers are provided at SAFE’s discretion and are not a refund scenario. The availability and process for licence transfers are described in the applicable Product Documentation.
5.2 To request a licence transfer, the Customer should contact support@safelimited.com and provide the current Licence Key reference and a description of the transfer required. SAFE will assist as appropriate and as described in the applicable Product Documentation. A reasonable number of transfers per licence period are supported at SAFE’s discretion.
5.3 A licence transfer does not extend the Licence Term and does not entitle the Customer to a refund of any portion of the licence fee or subscription fee paid.
6. Chargebacks
6.1 SAFE strongly encourages Customers to contact us directly at support@safelimited.com before initiating a chargeback or payment dispute with their bank or card provider. In the majority of cases, refund requests and billing disputes can be resolved promptly and amicably without resorting to a formal chargeback process.
6.2 Because Paddle acts as Merchant of Record, any chargeback or formal payment dispute will be handled by Paddle as the entity that processed the payment. SAFE will cooperate fully with Paddle in responding to any chargeback, including by providing evidence of licence issuance, Activation records, and relevant correspondence.
6.3 Where a chargeback is initiated without prior contact with SAFE, and SAFE subsequently determines that the chargeback is not warranted under this Refund Policy or applicable consumer protection law, SAFE reserves the right to revoke the associated Licence Key and decline to issue a replacement licence to the Customer.
7. How to Request a Refund
To submit a refund request under this policy, please send an email to support@safelimited.com with the following information:
7.1 Paddle Order ID: the order reference number from your Paddle receipt or invoice.
7.2 Licence Key reference: the licence key string or the last 8 characters of the licence key issued to you.
7.3 Registered email address: the email address used when purchasing the licence.
7.4 Reason for the request: a brief description of why you are requesting a refund.
7.5 Use status: a statement of whether you activated or first used the product, on what date, and whether you used the Software for live commercial activity.
Please include “Refund Request” in the subject line of your email. Incomplete requests may take longer to process while SAFE seeks the missing information.
SAFE will acknowledge receipt of all refund requests within two (2) business days and will communicate an eligibility decision within five (5) business days of receiving a complete request.
8. Processing Time
8.1 Where a refund is approved under this policy, SAFE will instruct Paddle to process the refund within five (5) business days of the approval decision. Paddle will then process the refund to the original payment method used at the time of purchase.
8.2 The time for the refund to appear in the Customer’s account will depend on the Customer’s bank or card provider. This typically takes between five (5) and ten (10) business days following Paddle’s processing of the refund. SAFE has no control over the timeline applied by the Customer’s financial institution.
8.3 Refunds will be issued in the same currency as the original payment. If currency fluctuations have occurred since the time of payment, the refund will reflect the original payment amount in the original currency; SAFE and Paddle are not responsible for any exchange rate differences.
9. Contact
For all refund requests and billing enquiries, please contact:
Email: support@safelimited.com
Subject line: “Refund Request” or “Billing Enquiry”
Securities and Financial Engineering (SAFE) Ltd.
Website: safelimited.com
We aim to respond to all support emails within two (2) business days. For urgent matters, please include “URGENT” in the subject line.