Refund and Cancellation Policy

PULSECORE TECH LTD

Effective Date: 1 April 2026 | Version 1.0

Company: PULSECORE TECH LTD

Company Number: 17068502

Registered Address: 20 Wenlock Road, London, N1 7GU, England

Contact: [email protected]

1. Introduction

This Refund and Cancellation Policy (“Policy”) sets out the terms under which PULSECORE TECH LTD (“Company”, “we”, “us”, or “our”) handles cancellations and refund requests in connection with the purchase of digital products through https://orbiano.com (“Website”).

This Policy operates alongside and does not limit your statutory rights under the Consumer Rights Act 2015 (“CRA 2015”) and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”).

2. Definitions

• “Digital Product” means any non-tangible digital item sold through the Website, including gaming codes, activation keys, gift card codes, and redemption vouchers, delivered electronically.
• “Unused Digital Product” means a Digital Product that has not been activated, redeemed, or used in any way following delivery.
• “Activated Digital Product” means a Digital Product that has been partially or fully redeemed or activated.
• “Non-Conforming Digital Product” means a Digital Product that, at the time of delivery, is defective, technically unworkable, or materially different from the description provided at the point of sale — through no fault of the Customer.

3. Right to Cancel

3.1 Statutory Right Under CCR 2013

Under Regulation 29 CCR 2013, consumers have a 14-day right to cancel a distance contract without giving a reason (the “Cancellation Period”), beginning on the date the contract is formed (i.e. the date of order confirmation).

3.2 Waiver of Cancellation Right for Immediately Delivered Digital Content

Under Regulation 37 CCR 2013, the statutory right to cancel is extinguished for contracts for the supply of digital content where both of the following conditions are satisfied at the point of purchase:

• the Customer gives prior express consent to the supply of the digital content commencing immediately (i.e. before the end of the Cancellation Period); AND
• the Customer expressly acknowledges that, by giving such consent, the right to cancel is lost.

At checkout, the Company presents a mandatory tick-box which the Customer must actively select before the purchase can be completed. This tick-box confirms both conditions above. Completion of the purchase is not technically possible without ticking this box. By ticking the box and completing the purchase, the Customer waives the statutory 14-day cancellation right for that transaction.

If, due to a technical fault on the Website, the tick-box acknowledgement is not presented to the Customer at checkout, the statutory 14-day cancellation right remains in full force and the Customer may cancel within 14 days of the order confirmation date.

3.3 Cancellation Before Delivery

If payment has been received but the Digital Product has not yet been delivered, you may request cancellation by emailing [email protected] immediately with the subject line “Cancellation Request — [order number]”. The Company will cancel the order and issue a full refund if delivery has not already been initiated. If delivery cannot be prevented, the provisions of Section 4 apply.

4. Refund Entitlement

4.1 Circumstances Where a Refund Will Be Provided

The Company will provide a refund in the following circumstances:

• The Digital Product is Non-Conforming at the time of delivery and the Company cannot provide a conforming replacement within 7 business days;
• The Digital Product was not delivered within 24 hours of order confirmation and the Company cannot re-deliver a valid product within a further 24 hours of the Customer’s report;
• A duplicate order was placed in error (for example, a payment was submitted twice) and the duplicate Digital Product has not been activated;
• The CCR 2013 waiver was not validly obtained (see Section 3.2) and the Customer cancels within the 14-day Cancellation Period.

4.2 Circumstances Where a Refund Will Not Be Provided

A refund will not be provided in the following circumstances:

• The Digital Product has been activated or redeemed (in whole or in part), unless it is Non-Conforming;
• The Customer purchased the wrong region or platform version — it is the Customer’s responsibility to verify compatibility before purchase (see Section 4.3 of the Terms and Conditions);
• The CCR 2013 waiver was validly obtained at checkout and the Digital Product was delivered as described and is functional;
• The refund request is submitted more than 30 days after delivery, except where the non-conformity could not reasonably have been discovered within that period;
• The Customer has failed to provide identity verification documentation reasonably requested under AML obligations within 14 days of the request;
• The refund request relates to a transaction under active investigation for fraud or financial crime.

4.3 Statutory Right to Reject — CRA 2015

Where a Digital Product does not conform to the contract, the Customer has the right under section 16 CRA 2015 to request repair or replacement in the first instance. Where repair or replacement is not possible, not completed within a reasonable time, or causes significant inconvenience to the Customer, the Customer is entitled to a price reduction or — where the non-conformity is not minor — a full refund. The Company will honour these rights without requiring formal invocation.

5. Non-Conforming Digital Products — Procedure

If you believe a Digital Product is Non-Conforming (for example, a code that returns an error on a legitimate attempt at redemption in the correct region and platform), contact us at [email protected] within 30 days of delivery. Include:

• your order number;
• a description of the issue;
• a screenshot or other evidence of the error upon attempted redemption.

The Company will first attempt to provide a valid replacement product. If a replacement cannot be delivered within 7 business days of receiving your report, a full refund will be issued. The Company may decline a non-conformity claim where evidence indicates the code was redeemed successfully or the issue resulted from the Customer’s own account, platform, or regional incompatibility.

6. Refund Method and Timing

Approved refunds are returned to the original payment method used at purchase. The Company does not issue refunds by cash or bank transfer unless the original payment method is demonstrably no longer available, in which case an alternative method will be agreed in writing.

Refunds are processed in the currency of the original transaction. The Company is not responsible for exchange rate movements or bank processing fees incurred by the Customer in connection with the refund.

The Company will initiate an approved refund within 5 business days of the approval decision. Funds typically appear in the Customer’s account within 5 to 10 business days of initiation, depending on the Customer’s bank or payment provider.

7. AML Verification and Refund Suspension

In accordance with the MLR 2017 and POCA 2002, the Company may suspend processing of a refund where the transaction amount, pattern, or frequency gives rise to a concern relating to money laundering, fraud, or terrorist financing.

In such cases, the Company may require government-issued identity documentation and/or proof of payment method ownership before processing the refund. Failure to provide requested documentation within 14 days may result in the refund request being declined, without prejudice to the Customer’s statutory rights.

The Company may be legally prohibited under section 333A POCA 2002 from disclosing the specific reason for a refund suspension.

8. Refund Request Procedure

To submit a refund request:

1. Email [email protected] with the subject line “Refund Request — [order number]”;
2. Include: (a) full name; (b) email address on the order; (c) order number or transaction reference; (d) date of purchase; (e) reason for the request; (f) evidence that the Digital Product has not been activated, or evidence of the defect, as applicable;
3. The Company will acknowledge receipt within 3 business days;
4. The Company will issue its decision within 14 calendar days of receiving all required information, subject to AML holds;
5. If approved, the refund will be initiated within 5 business days.

If you have not received a decision within 14 calendar days, you may escalate to your payment provider or to the approved ADR body (Section 10). Your statutory rights are not affected by this process.

9. Chargebacks

You retain the right to raise a payment dispute (chargeback) with your bank or card issuer. The Company does not seek to restrict this right where it is legitimately exercised.

Where a Customer initiates a chargeback after the Company has already issued a refund for the same transaction, or where a Digital Product was delivered and functional and the CCR 2013 waiver was validly obtained, the Company will submit evidence to the relevant payment provider contesting the chargeback — including order records, delivery confirmation logs, and the checkout waiver acknowledgement. Accounts with a pattern of demonstrably unfounded chargebacks may be suspended pending investigation.

10. Complaints and ADR

If a dispute cannot be resolved through this Policy, contact [email protected]. The Company will respond within 14 business days. If unresolved, you may refer the dispute to: [ADR Provider Name and URL — insert upon agreement]. Your right to bring proceedings in court is not affected.

11. Amendments

The Company may amend this Policy at any time. Changes will be published on the Website. Your statutory rights are not affected by any amendment.

12. Contact

PULSECORE TECH LTD (Company No. 17068502)

20 Wenlock Road, London, N1 7GU, England

Email: [email protected]

Website: https://orbiano.com