Refund policy

Last updated: 25 October 2026

1. Digital products

Pawrellapet sells digital content: software licence keys and streaming subscriptions. Nothing is shipped. This policy explains when you can get a refund, what is not refundable, and the extra promise we make for streaming.

2. Immediate delivery and your right to cancel

Our products are delivered by email straight after payment. When you place an order, you ask us to supply your licence key or streaming login immediately, and you acknowledge that, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, your 14-day right to cancel ends once the digital content has been delivered to you. This acknowledgement is confirmed on the product page before you buy and in your order confirmation email.

This does not affect your statutory rights if a product is faulty, not as described, or does not work (see section 4).

3. Licence keys: 14-day refund for unused or non-working keys

Within 14 days of delivery, we will refund a licence key if:

• the key is unused: it has not been redeemed, registered or activated with the publisher. We will check its status and cancel the key before refunding; or
• the key does not work: it is faulty, already used, revoked, for the wrong region, or cannot be activated by following the instructions we provide. We will first try to replace it with a working key. If we cannot, we will refund you in full.

We do not refund:

• a key that has been redeemed or activated and works as described;
• a change of mind after the key has been used;
• problems caused by your device, operating system or use outside the publisher's system requirements;
• a key that has been shared, resold or used in breach of the publisher's licence terms;
• requests made more than 14 days after delivery, except where your statutory rights for faulty digital content apply.

4. Faulty, misdescribed or unusable digital content

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If your key or streaming access is faulty, we will repair or replace it. If that is not possible, or not done within a reasonable time, you may be entitled to a price reduction or a full refund. These rights apply in addition to section 3 and are not limited by it.

5. Streaming subscriptions: 30-day money-back promise

If you are not satisfied with a streaming subscription, contact us within 30 days of your first activation and we will refund the subscription price. This is an extra promise on top of your statutory rights.

We may decline the refund if there is evidence of resale, account sharing, abusive use, or a chargeback for the same order. When we refund, the streaming access linked to that order is suspended.

6. How to request a refund

Email support@pawrellapet.com or message us on live chat, every day from 6:00 AM to midnight (UK time), with:

• your order number and the email address you ordered with;
• the product and version you are trying to activate;
• for a non-working key, a screenshot or the exact wording of the error message.

There is nothing to send back. Please do not post anything to us.

7. Refund timing and method

Approved refunds are issued to your original payment method within 14 days of approval, usually much sooner. Your bank or payment provider may take a few extra days to show the credit.

8. Chargebacks

Please contact us before starting a chargeback. We can usually fix the problem or refund you faster directly.