Refund and Cancellation Policy

Last updated: 27 August 2026

This Refund & Cancellation Policy explains when an order may be cancelled, when a refund may be available and how to request assistance. It applies to monitoring products supplied electronically by Westport Digital Limited through GamiTrend Software.

1. Our commitment

We aim to describe every product clearly, deliver it within the stated timeframe and provide a reasonable opportunity to resolve genuine service problems. This policy does not exclude or restrict any non-waivable rights available under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 or other applicable consumer law.

2. Cancelling before delivery or activation

A customer may request cancellation before setup instructions, access credentials or activation have been supplied. If the order has not been delivered or materially configured and there is no evidence of abuse or fraud, we will normally cancel the order and refund the amount paid to the original payment method.

Because setup can begin shortly after payment, cancellation requests should be sent promptly to support@gamitrendsoftware.com with the order number and purchase email. Sending a request does not by itself cancel an order; we will confirm the outcome in writing.

3. Cooling-off rights and immediate digital supply

Consumers may have a statutory cooling-off right for certain distance contracts. Different rules can apply once digital content is supplied or a service has begun at the consumer’s express request. Where required, checkout or activation will ask for express consent to begin supply during the cooling-off period and acknowledgement of the effect this may have on cancellation rights.

Any loss or reduction of a cooling-off right does not affect remedies for a product that is faulty, materially misdescribed, unavailable or not supplied with reasonable care and skill. Nothing in this policy is intended to replace the protections provided by applicable law.

4. When a refund may be approved

Subject to the circumstances and applicable law, a full or proportionate refund may be approved where:

• we cannot accept or deliver the order;
• the purchased product is materially different from its description and we cannot correct the issue within a reasonable time;
• a verified technical fault within our control prevents the essential monitoring function from operating and a repair, reconfiguration or replacement is not reasonably available;
• the customer was charged more than once for the same order;
• an unauthorised transaction is confirmed following appropriate verification; or
• applicable consumer law requires a refund or price reduction.

Where only part of an access period or product is affected, a proportionate refund or extension may be more appropriate than a full refund. We will explain the proposed remedy before closing the request.

5. Situations that are not normally refundable

A refund is not normally due merely because the customer changes their mind after immediate digital supply has lawfully begun, no longer needs the service, supplied an unsupported or unauthorised target, failed to complete required setup, blocked monitoring traffic, changed credentials or target configuration, or expected a feature not stated on the product page.

Refunds are also not normally available for interruptions caused solely by a customer’s hosting provider, internet provider, DNS provider, certificate authority, firewall, application code, third-party platform or other system outside our reasonable control. We will nevertheless review the evidence and assist with diagnosis where reasonably possible.

6. Service issues and the opportunity to remedy

Before deciding a refund request, we may ask for a reasonable opportunity to investigate and remedy the reported problem. Remedies may include correcting a configuration, re-sending delivery information, repairing a fault, replacing the service with an equivalent product, extending access or providing a proportionate price reduction.

The customer should preserve relevant screenshots, timestamps, error messages and correspondence. No sensitive password, private key or full payment-card information should be sent by email.

7. How to request cancellation or a refund

Email support@gamitrendsoftware.com using the purchase email address where possible. Include the order number, product name, date of purchase, reason for the request and any non-sensitive evidence that helps us understand the issue.

We normally acknowledge requests within two business days. Complex technical or payment investigations may take longer, but we will provide a status update when a final decision cannot reasonably be made within five business days.

8. Refund method and processing time

Approved refunds are issued to the original payment method unless the payment provider requires another lawful method. We do not charge a separate refund administration fee. After we submit the refund, the payment provider and the customer’s bank control the posting time; it commonly takes five to ten business days, and international or expired-card cases may take longer.

Currency conversion, exchange-rate movement and bank charges are controlled by the relevant financial institutions. We refund the transaction amount approved in the transaction currency and cannot guarantee that a bank will reproduce the original converted amount.

9. Suspected fraud, misuse and chargebacks

We may pause a refund while reasonably investigating suspected account takeover, payment fraud, abusive monitoring, policy violations or conflicting transaction information. This does not prevent a customer from contacting their card issuer, but we encourage customers to contact us first so that we can investigate promptly.

If a payment dispute is opened, we may provide the payment provider with relevant order, delivery, access and support records needed to respond. We will process personal data for this purpose in accordance with our Privacy Policy.

10. Access termination after a refund

When a full refund is issued, access to the refunded product may be disabled and monitoring associated with that order may stop. A proportionate refund may result in adjusted access or an agreed end date. Customers remain responsible for exporting any information they are entitled to retain before access ends.

11. Fixed-term access and renewal

Unless clearly stated otherwise on the product page and at checkout, our products are sold as one-off purchases for a fixed access period and do not automatically renew. A customer does not need to cancel a non-renewing order to prevent a future charge.

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