Refund policy

Returns and refund policy – Litsenzi.bg

Returns policy for digital products delivered electronically

Under Art. 57(1)(13) of the Bulgarian Consumer Protection Act and Art. 16(m) of Directive 2011/83/EU, digital products delivered electronically (by e-mail, through the website or other electronic channels) are excluded from the 14-day right of withdrawal where:

  1. Performance has begun with the consumer's prior express consent — for the supply of digital content not delivered on a tangible medium, and the consumer has asked for immediate performance.
  2. The consumer was informed in advance and acknowledged that the right of withdrawal is lost once performance begins.

In addition, product keys are unique and become tied to a specific device or account; once activated they cannot be reused or transferred to another user. For that reason activated licence/activation codes cannot be returned.

Important: if the licence key has not yet been sent to you, or has not been used, you may ask to cancel the order and receive a full refund by writing to info@litsenzi.bg.

Statutory guarantee of conformity — 2 years

All digital products bought from Litsenzi.bg carry a statutory guarantee of conformity of 2 (two) years from the date of delivery, in accordance with Bulgarian law implementing Directive (EU) 2019/770 on the supply of digital content and digital services.

If you have trouble activating a product, we provide free technical support, or issue a new licence if the problem is confirmed. Such problems include, but are not limited to:

  • A key transmitted incorrectly (for example missing or mistyped characters).
  • A product key that is defective for technical reasons.
  • A key that will not activate on the product version stated in the description.

If the product cannot be brought into conformity by repair or replacement within a reasonable time, the consumer is entitled to a proportionate reduction of the price, or to terminate the contract and obtain a refund.

Refund policy

If the product purchased is defective or does not match its description or stated characteristics, the consumer is entitled to a refund provided that:

  1. The problem cannot be solved by replacing the licence key or through technical support.
  2. The consumer notified the trader within the 2-year guarantee period, in accordance with the terms of service and applicable consumer protection law.

Every refund request is assessed individually, on the basis of the documentation and evidence supplied (screenshots, error messages, a description of the problem and so on).

Timing: approved refunds are paid within 14 days of the claim being accepted, using the same payment method as the original order, at no additional cost to the consumer.

How to make a claim

  1. Write to info@litsenzi.bg, quoting your order number.
  2. Describe the problem and attach a screenshot of the error message, if there is one.
  3. We reply within 1 working day and propose a solution — technical support, a new key, or a refund.

Exceptions to the right of withdrawal

Digital products delivered electronically are excluded from the right of withdrawal where:

  • Supply of the digital content began with the consumer's prior express consent.
  • The consumer was informed in advance that by giving that consent they lose the right of withdrawal once performance begins.

Alternative dispute resolution

If a dispute is not resolved directly with us, the consumer may refer it to the Bulgarian Commission for Consumer Protection (KZP) — 4A Slaveykov Square, Sofia 1000, tel. 0700 111 22, kzp.bg — and to the conciliation commissions attached to the KZP.

Important: by completing an order on Litsenzi.bg the consumer confirms that they have read and accepted the Terms of service of the site, including this returns, guarantee and refund policy.

Trader: TEAM TASKING LTD, reg. no. 15931968, 85 Great Portland Street, First Floor, London W1W 7LT, United Kingdom. Contact: info@litsenzi.bg.