Refund Policy
Last Updated: 13 June 2026
1. Overview
At BusyBee Commerce, we are committed to providing high-quality software, hosting services, and development solutions. This Refund Policy explains when refunds may be available and the circumstances under which they may be refused.
By purchasing products or services from BusyBee Commerce, you agree to this Refund Policy.
2. Digital Products and Software Downloads
Our Phoenix Cart add-ons, modules, templates, and other downloadable software products are delivered electronically.
Due to the nature of digital products, all sales of downloadable software are generally considered final once the product has been downloaded or access has been granted.
Refunds will not normally be issued for:
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Change of mind
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Failure to read product descriptions
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Incompatibility with customised third-party modifications
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Lack of technical knowledge
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Failure to meet personal preferences
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Purchases made in error
However, we may consider a refund where:
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The product cannot be delivered.
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The product is substantially different from its advertised description.
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A technical issue prevents the product from functioning as described and we are unable to provide a suitable fix within a reasonable timeframe.
Any refund request must be submitted within 14 days of purchase.
Consumer Rights for Digital Content
Under UK consumer law, customers purchasing digital content normally have a 14-day cooling-off period for distance purchases.
However, by purchasing and downloading, accessing, or receiving a licence key for any digital product supplied by BusyBee Commerce, you expressly request immediate access to the digital content and acknowledge that the supply of digital content begins immediately upon delivery.
By proceeding with your purchase, you expressly consent to the immediate supply of digital content and acknowledge that your statutory right to cancel under the Consumer Contracts Regulations 2013 will end once the download, access, or delivery of the digital content has commenced.
This does not affect your legal rights in relation to digital products that are faulty, not as described, or not fit for purpose under applicable consumer protection laws.
3. Hosting Services
Hosting services are provided on a subscription basis.
Customers may cancel their hosting service at any time.
Refunds for hosting services are available as follows:
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New hosting accounts may be eligible for a refund within 14 days of the initial purchase date.
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Domain registration fees are non-refundable.
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Setup fees, migration services, and optional add-on services are non-refundable.
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Renewals are generally non-refundable once processed.
If a hosting account violates our Terms and Conditions or Acceptable Use Policy, no refund will be issued.
4. Custom Development Services
Custom development, consultancy, integration work, troubleshooting, installation services, and bespoke programming services are non-refundable once work has commenced.
Where a project is cancelled:
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Work completed up to the cancellation date remains chargeable.
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Any deposits paid may be non-refundable.
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Deliverables completed before cancellation will be provided to the customer where appropriate.
If BusyBee Commerce is unable to deliver agreed services due solely to our own fault, a partial or full refund may be considered at our discretion.
5. Support Services
Support services are provided on a time and expertise basis.
Refunds are not available for:
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Time already spent investigating an issue
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Technical support already provided
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Advice or consultancy services already delivered
Where support has been purchased but not yet commenced, a refund may be considered upon request.
6. Chargebacks
Customers are encouraged to contact us directly before initiating a chargeback or payment dispute.
Where a chargeback is initiated without first attempting to resolve the issue with us, access to products, downloads, support services, and hosting services may be suspended pending investigation.
7. How to Request a Refund
To request a refund, please contact us with:
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Your name
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Order number
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Date of purchase
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Details of the issue
Refund requests should be submitted within the applicable refund period.
8. Refund Processing
Approved refunds will be processed using the original payment method whenever possible.
Please allow up to 10 business days for funds to appear in your account after a refund has been approved.
9. Changes to This Policy
BusyBee Commerce reserves the right to amend this Refund Policy at any time. Any updates will be published on this page.
10. Contact Us
For refund enquiries, please contact:
BusyBee Commerce
Website: https://busybeecommerce.co.uk