Refund Policy

Policy Overview

Refunds, Returns & Cancellations

This policy explains how EMPHOS Group Corporation handles refund, return, exchange, and cancellation requests for direct purchases. Your product, purchase channel, and the terms supplied before checkout determine which provisions apply.

Software licences, digital content, physical goods, and separately purchased services have different return conditions. A trial period, a voluntary refund window, and a product warranty are separate commitments.

For a Microsoft Store or other third-party purchase, start with the seller shown on your receipt and its refund process. EMPHOS can help with product support, but that seller handles the payment refund. Approved wholesale and reseller orders follow their separate agreement.

Product-specific terms disclosed before purchase take priority over the general voluntary rules below where they differ. This policy does not restrict refunds, cancellation, or other remedies required by applicable law.

Section 1

Software & Digital Purchases

1.1 Heinrich desktop

For a direct Heinrich desktop purchase, you may request a voluntary refund within 14 calendar days of purchase if the software has not been downloaded, activated, or used. Contact us with the order reference so we can confirm the purchase and eligibility.

1.2 Other digital purchases

For other software, upgrades, downloadable documents, courses, and digital content, the refund terms disclosed with the particular offer apply. Where no longer product-specific period is stated, submit a discretionary request under the Digital Delivery Policy within seven calendar days of purchase. Submitting a request does not guarantee a change-of-mind refund.

Unless the offer provides otherwise, voluntary change-of-mind refunds are generally unavailable once digital content has been accessed or downloaded, or a licence key has been revealed or activated. This does not remove a remedy for a defective, misdescribed, or undelivered product, or a cancellation right preserved by law.

1.3 Duplicate or incorrect purchases

Contact us promptly if you bought the same digital product twice or selected the wrong edition. We review duplicate-purchase requests reported within 24 hours where neither copy has been accessed or downloaded. These conditions govern voluntary duplicate-purchase review; they do not limit remedies for an erroneous charge, unauthorized transaction, or another issue protected by law.

Check the system requirements and licence scope before purchasing. If a product does not work as described on a supported system, use the problem-reporting process below.

Section 2

FieldLine PDF Trials

Where the FieldLine PDF direct trial is offered, it provides 30 consecutive days from first successful trial activation, with no payment card required. Downloading the installer or creating an account does not start the trial.

The trial does not automatically convert into a paid purchase or subscription. Continued paid use requires a separate purchase. Reinstalling does not restart the trial period.

The 30-day trial is an evaluation period; it does not create a 30-day refund promise for a later paid licence. Refund requests for a paid purchase follow the applicable product offer, this policy, and your legal rights. Trials supplied through an app store or another programme follow the terms stated for that channel.

Section 3

Physical Returns & Exchanges

3.1 The 30-day return window

For physical goods purchased directly from EMPHOS, initiate a voluntary return within 30 calendar days of delivery, unless different product-specific terms were clearly disclosed before purchase. To qualify for a change-of-mind return:

• The item must be unused and in its original condition.
• Include the original packaging, accessories, and other supplied components.
• Provide a receipt, order number, or other information that lets us verify the purchase.
• Contact us for a return authorization and instructions before shipping.

These condition and packaging requirements apply to voluntary returns. They do not automatically disqualify a defect claim or a statutory cancellation. A return request received within the applicable window is not made late because we take time to respond.

3.2 Exchanges

Exchanges depend on eligibility and product availability. We will confirm the replacement, any price difference, and delivery arrangements before processing an exchange. A price difference requiring an additional payment needs your agreement.

This section applies when physical products are actually offered and purchased. HAVEN product concepts remain part of the R&D portfolio; this policy does not indicate that a concept is available to order.

Section 4

Defects, Damage & Missing Delivery

Contact us if a product is damaged, incorrect, materially different from its description, not delivered, or does not function as described. Include the order reference and a clear description of the issue. Photographs or relevant error messages can help us assess it.

We will assess the problem and provide the correction, repair, replacement, price reduction, refund, or other remedy required by the purchase terms and applicable law. Mandatory remedies are not discretionary, and a change-of-mind deadline does not automatically end a warranty or statutory claim.

Software warranties follow the applicable End User Licence Agreement and product terms. Where the general EULA’s 30-day conformity warranty applies, it is an express warranty in addition to mandatory rights; it is not a universal refund deadline or an expiry date for statutory remedies.

For a missing download or activation issue, we may help restore the delivery or correct the entitlement. Contacting support does not require you to give up an available cancellation right or wait beyond a legal deadline.

Section 5

How to Request a Return or Refund

Email info@emphosgroup.com with the subject Refund Request, Return Request, or Order Cancellation. Include:

• The name and email used for the order and your order number or receipt, if available.
• The product, purchase date, and seller or purchase channel.
• What you would like us to do: refund, return, exchange, cancellation, or technical help.
• For a product problem, a description of what happened and relevant supporting information.

You do not need to justify a statutory change-of-mind cancellation where the applicable law allows cancellation without a reason. Clearly telling us that you wish to cancel is sufficient notice where that law applies; waiting for an authorization number is not a condition of giving that notice.

We will review the request and explain the next steps. For a physical return, we will provide the return address and an authorization reference where applicable. Keep your proof of sending and tracking information. Do not ship an item to the business address below unless it is confirmed as the return destination.

Do not send passwords, sign-in codes, complete payment-card numbers, or private licence keys in your request. We will explain any additional purchase verification needed.

Section 6

Return Shipping & Charges

For an eligible voluntary change-of-mind return, you pay the return shipping cost unless the product offer states otherwise. If we supplied an incorrect or defective item, contact us for return arrangements; EMPHOS covers the applicable return shipping. Any different responsibility required by law takes priority.

Use the packaging and delivery instructions supplied for the return. Tracking helps both parties confirm delivery. Tell us about damaged batteries or another shipping-safety concern before sending the item so suitable arrangements can be made.

The purchase terms and applicable law determine whether original delivery charges are refundable. Where a statutory cancellation requires repayment of standard delivery or other charges, those amounts are included. We do not apply a fee or deduction that would reduce a refund the law requires us to provide.

Section 7

Order & Service Cancellations

7.1 Orders and any future preorders

To cancel an order, contact us as soon as possible. We will confirm whether it can be stopped before dispatch or digital fulfilment, and any applicable return or cancellation process if supply has begun. A statutory cancellation right remains available on its own terms.

If a preorder or deposit offer is introduced, its delivery and cancellation terms will be disclosed before payment. A roadmap or R&D page is not a preorder offer. Where an order is cancelled because EMPHOS will not provide the agreed supply, prepaid amounts are returned as required by the order and law.

7.2 Subscriptions and separate services

If you purchase a subscription, hosted service, or paid support plan, its offer identifies the billing period, renewal terms, cancellation method, and effect of cancellation. Cancelling future renewal does not automatically refund a completed billing period; refund eligibility follows the applicable offer and law.

Uninstalling software does not cancel a separate subscription. Use the stated cancellation method or contact the seller on your receipt. Cancelling an optional service does not by itself cancel a separately purchased perpetual desktop licence.

7.3 Custom work and training

Custom development, consulting, training, onboarding, migration, and other services follow the scope and cancellation terms agreed before work begins. Any amount chargeable for work already performed must follow that agreement and applicable law. A service description does not remove remedies for work that was not delivered or did not meet the agreed terms.

Section 8

Refund Processing & Licence Access

8.1 Receiving the refund

Approved direct-purchase refunds are returned to the original payment method where practical and lawful. If that method is unavailable, we will agree an appropriate alternative after verifying the purchase.

We aim to process an approved refund within 5–10 business days. Your payment provider may take additional time to display the credit. Any shorter statutory deadline takes priority. For a physical return, receipt or evidence of return may be required where permitted; inspection does not extend a legal refund deadline.

We will confirm the amount being refunded, including applicable taxes and any delivery charges required to be repaid. We will not replace a refund you are entitled to receive with store credit without your agreement. Exchange-rate movements or charges independently imposed by your bank may affect the amount displayed in your account.

If the expected refund has not appeared, contact us with the order reference and refund confirmation so we can help trace it. You retain any rights available through your payment provider or applicable consumer law.

8.2 Refunded software and content

When a refund cancels a software or content licence, access to that specific entitlement may be withdrawn. Stop using the refunded product and remove its licensed copies as required by its terms. Your own documents, drawings, and other work remain yours.

A partial refund, price reduction, or refund for one product does not automatically cancel unrelated purchases or rights you are entitled to keep.

Section 9

Consumer Cancellation & Other Rights

Consumer law may give you cancellation, refund, repair, replacement, or other rights in addition to this policy. Those rights depend on the transaction and applicable jurisdiction. Our voluntary eligibility rules and request windows do not reduce rights that cannot lawfully be limited.

For Canadian distance purchases, cancellation rights may arise from missing required contract information, failure to provide a contract copy, or non-delivery under the applicable legislation. Where a statutory refund deadline applies, it takes priority over our usual processing target.

Where EU or UK withdrawal rules apply, eligible distance purchases generally carry a 14-day cancellation period, subject to the applicable exceptions. For immediately supplied digital content, loss of the relevant withdrawal right requires prior express consent, acknowledgement of that loss, and the required contract confirmation. Accepting this policy, downloading a file, or revealing a key alone does not substitute for those requirements.

Rights relating to faulty or misdescribed digital content remain separate from a valid loss of the change-of-mind withdrawal right. Contact us to give notice of cancellation or request a remedy; no particular subject line is required to exercise a legal right.

Section 10

Policy Versions & Related Terms

This policy was last updated on September 28, 2026. The policy and product-specific terms supplied when you purchased continue to apply to that transaction, subject to a valid agreed change and applicable law. Later website updates do not retrospectively reduce a completed purchase’s refund rights.

Read the relevant software licence, Digital Delivery Policy, and Terms of Service alongside your order confirmation. We handle request and purchase information as described in the Privacy Policy.

Section 11

Contact EMPHOS

For refunds, returns, exchanges, or cancellations, contact:

Please include your order reference if you have one. This is our business contact address; physical return destinations are confirmed with your return instructions.