1. Overview
This Refund Policy explains when and how customers of Bexaloria Ltd ("Bexaloria Ltd", "we", "us", or "our") may be entitled to a refund of money paid for a Bexaloria Ltd package. Bexaloria Ltd is a company registered in England and Wales, whose registered office is at 41 Ashford Road, Newham, E6 2AP, United Kingdom.
Each Bexaloria Ltd package is purchased with a single one-off payment that gives access to the Bexaloria Ltd platform for 12 months from the date the payment is successfully collected (the "Access Period"). Packages do not renew automatically and there is no subscription: we never take a further payment unless you choose to buy again. Payments are taken by Bacs Direct Debit or by card, processed securely by Stripe.
This policy should be read alongside the Bexaloria Ltd Terms and Conditions and Privacy Policy. It is written in plain language to give you a clear, predictable picture of your options if you are not satisfied with your purchase, encounter a payment problem, or believe you are entitled to a refund. If your situation is not covered here, please contact us so that it can be reviewed individually.
2. The 14-Day Money-Back Guarantee
Bexaloria Ltd offers a 14-day money-back guarantee on eligible purchases. A new customer who buys a Bexaloria Ltd package for the first time may request a full refund of that payment if they do so within 14 calendar days of the date the payment was successfully collected, provided the purchase meets the eligibility criteria in this policy.
The purpose of the guarantee is to give new customers a genuine opportunity to try the platform with their own business information — setting up customer records, creating projects, exploring HR features if included in their package, and testing the invoicing and reporting tools — without the financial risk of being committed to a purchase that does not suit them.
The 14-day period begins on the date your payment is successfully collected, not the date you first log in. For card payments this is normally the day you pay. For Bacs Direct Debit it is the date the Direct Debit is collected from your bank account, which Stripe confirms to you by email in advance. We encourage you to start using the platform promptly so that you have time to decide before the guarantee period ends.
To request a refund under the guarantee, contact us using the details in Section 8 before the 14-day period ends. Requests received later are not covered by the guarantee, although they may still be considered under Section 6.
3. What the Guarantee Covers
The guarantee covers the full amount of a customer's first purchase of a Bexaloria Ltd package, whichever package is chosen — from Starter to Business — and whether payment was made by Bacs Direct Debit or by card.
If the guarantee applies, we refund the whole amount paid, with no deduction for the days the platform was available to you.
4. What the Guarantee Does Not Cover
The guarantee applies to your first purchase. It does not automatically apply to later purchases — for example, when you buy again after your 12-month Access Period ends, or when you buy a different package — because by then you have already had the opportunity to evaluate the platform. Such requests may still be considered under Section 6.
The guarantee does not cover third-party costs you may have incurred in connection with your use of Bexaloria Ltd, such as your own internet, hardware, or other services bought from third parties.
Purchases made through promotional offers, discounted bundles, or partner arrangements may have different refund terms, which will be explained at the time of purchase. Where those terms differ from this policy, the specific terms of the offer apply.
The guarantee is a commercial promise from Bexaloria Ltd. It is in addition to, and does not replace or limit, your statutory rights described in Section 9.
5. Eligibility Criteria
To be eligible for a refund under the guarantee, the request must relate to your first Bexaloria Ltd purchase; it must be made within 14 calendar days of the payment being successfully collected; the account must not have been used in breach of the Bexaloria Ltd Terms and Conditions, for example through abuse of the platform, fraudulent activity, or repeated purchases and refund requests intended to use the platform without paying; and the payment must not already be the subject of a chargeback or payment dispute raised with your bank, card issuer, or Stripe.
If you raise a chargeback or dispute with your bank or card issuer instead of contacting us, the matter will generally be handled through that bank's or Stripe's dispute process rather than this policy.
We assess eligibility fairly and consistently, based on the information available at the time of the request, including your purchase history and any correspondence with you.
6. Refund Requests Outside the 14-Day Period
Requests made after the 14-day guarantee period are not covered by the guarantee, but we will still review them individually, particularly where a payment problem or something outside your control is involved.
Examples include a duplicate payment caused by a processing or system error, a payment taken in error, or an incorrect price being charged. Please include the date of the payment, what went wrong, and any supporting information.
Refunds outside the guarantee period are at Bexaloria Ltd's discretion and are not guaranteed. We do not normally refund the unused part of an Access Period because of a change in business circumstances, general dissatisfaction, or not using the platform, as access remains available to you throughout the period you paid for.
7. No Automatic Renewal and Ending Your Access
Because Bexaloria Ltd packages are one-off purchases, there is no subscription to cancel and no future payment to stop. Your access ends automatically at the end of your 12-month Access Period. If you would like to continue, you can buy a package again at that point.
You may stop using the platform at any time. Stopping before your Access Period ends does not generate a refund, except where the 14-day money-back guarantee applies or a refund is agreed under Section 6.
If we suspend or end your access because of a breach of the Terms and Conditions, refunds will generally not be given for the remaining part of the Access Period. If we discontinue the platform during your Access Period for any other reason, we will refund a fair proportion of the price for the unused part of that period.
8. How to Request a Refund
To request a refund, email support@bexalorialtd.it.com or use the contact form on our website and choose "Refund request". Please include the email address you used to pay, the date of the payment, the package you bought, and a brief reason for the request. You can also write to us at Bexaloria Ltd, 41 Ashford Road, Newham, E6 2AP, United Kingdom.
We aim to acknowledge refund requests promptly and to resolve eligible requests within a few working days of receiving the information we need. If we need more information, we will contact you.
Approved refunds are made to the original payment method through Stripe. Card refunds usually appear on your statement within 5 to 10 working days. Refunds of Bacs Direct Debit payments usually take 3 to 4 working days to reach your bank account. If the original payment method is no longer available — for example, a closed bank account — we will work with you to arrange another way of refunding you where reasonably possible.
If you paid by Bacs Direct Debit, please let us process your refund rather than also asking your bank to reverse the payment under the Direct Debit Guarantee. Doing both can result in you being refunded twice, and the extra amount would then need to be repaid.
9. Your Statutory Rights
This policy, including the 14-day money-back guarantee, is in addition to, and does not limit or replace, any rights you have under consumer protection law.
If you buy as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally give you the right to cancel a contract for digital services within 14 days of entering into it. If you ask us to give you access to the platform during that period, you may be asked to pay for the service provided up to the point you cancel. Our money-back guarantee goes further, giving a full refund of your first purchase within 14 days of payment, so you do not need to rely on these rights to cancel and receive your money back. You also have rights under the Consumer Rights Act 2015 if a digital service is not provided with reasonable care and skill.
Some statutory protections for consumers do not apply in the same way to purchases made by a business for business purposes. Where relevant, the Terms and Conditions and this policy govern business purchases, subject to any legal provisions that cannot be excluded.
Where anything in this policy conflicts with rights you have by law, those rights take precedence. If you believe you have a claim under consumer law that this policy does not address, please contact us first so that we can review it.
10. Changes to This Policy
We may update this Refund Policy from time to time, for example to reflect changes in our packages, payment methods, or the law. The current version, with the date it was last updated, is always published on our website.
Changes apply to purchases made after the updated policy takes effect and will not reduce the rights you had when you made an earlier purchase, unless the law requires otherwise. If you are unsure which version applies to your purchase, please contact us.
11. Summary
In short: Bexaloria Ltd packages are one-off payments for 12 months of access, with no automatic renewal. New customers can get a full refund of their first purchase if they ask within 14 calendar days of the payment being collected and have used the account in line with our Terms and Conditions. Later purchases and requests after 14 days are reviewed individually, especially where a payment error is involved.
There is nothing to cancel: your access simply ends after 12 months unless you buy again. Refunds are made to the original payment method through Stripe. To request a refund, contact support@bexalorialtd.it.com. This policy does not limit your statutory rights.