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Order Cancellation Policy

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Order Cancellation Policy

Last updated: 8 September 2026

Our products are delivered digitally and fast, so cancellation works differently than it does for physical goods. In short: an order can be cancelled while it is still pending, but not once your licence key has been sent.

Cancelling before delivery

An order can be cancelled for a full refund only if the licence key has not yet been sent. Once the key has gone to the email address you gave at checkout, the order cannot be cancelled. A licence key cannot be returned or un-issued.

If your key has already arrived and there is a problem with it, this is not the page you need. See our Refund Policy instead. Defective and undelivered keys are covered there.

The cancellation window

Most orders are delivered within 15 minutes of payment clearing, and some go out sooner. Because of that, cancellation requests must reach us within 15 minutes of purchase, and before your key has been dispatched. If your key has already been sent when your request arrives, we cannot cancel the order, even if you sent the request inside the 15 minutes.

How to cancel

Email us immediately
Send your cancellation request to contact@moulay.site. Email gives us a timestamped record.
Put your order number in the subject line
Without it we have to search for your order, and that costs the minutes you do not have.
Wait for our confirmation
A cancellation is only effective once we confirm it. Do not assume an order is cancelled because you sent a request.

Please check before you buy

The cancellation window is short because delivery is fast. Read the product page carefully first: the edition, the platform (Windows or Mac), the region (US or Canada), the number of users and the system requirements. If you are unsure, message us before you order. We would much rather help you choose correctly than handle a cancellation afterwards.

Refunds on approved cancellations

Where a cancellation is approved before delivery, we refund the full amount to your original payment method.

Refunds are issued within 5 business days of approval
Your bank or payment provider then typically takes 3 to 7 business days to show the funds
We cannot control the second part of that timeline

After delivery

Once your key has been delivered, our Refund Policy applies instead. In summary, refund requests are considered within 30 days of purchase while the licence key remains unactivated, and defective or undelivered keys remain covered regardless.

Your statutory rights

Nothing in this policy limits any rights you have under the consumer law that applies where you live. If your local law gives you stronger cancellation rights than this policy, those rights apply.