Refund & Cancellation Policy

Last updated: May 2026  ·  Applies to all orders placed via hcmagroup.co.uk

Summary (plain English)

  • ✓ If your licence key doesn't work and we can't fix it — full refund, no questions asked.
  • ✓ If we supplied the wrong product — full refund or free replacement.
  • ✓ If you haven't received your key yet — full refund within 14 days of purchase.
  • ~ Once a licence key has been delivered and activated, refunds are not available (digital goods exemption under UK Consumer Rights Act 2015).
  • ~ Installation services may be cancelled up to 24 hours before the scheduled session for a full refund.

1. Scope

This policy applies to all purchases of software licences and installation/consultancy services made through HCMA Softtech (hcmagroup.co.uk), operated by HCMA Group Ltd, Company No. 16957346, registered in England & Wales. It is governed by the UK Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Digital Software Licences

2a. Before the key is delivered or activated

You have the right to cancel your order within 14 days of purchase (your "cooling-off period") provided the licence key has not yet been delivered to you or activated. To cancel, contact us at info@hcmagroup.co.uk or call 01246 267552. We will process your refund within 5 business days to your original payment method.

2b. After the key is delivered and activated

Under the Consumer Rights Act 2015, digital content (including software licence keys) is exempt from the 14-day cooling-off period once it has been delivered and you have begun to access or activate it. By proceeding with payment after receiving your key, you acknowledge and agree to waive your right to cancel under this exemption.

This does not affect your statutory rights where the product is faulty, misdescribed, or not fit for purpose.

2c. When we will issue a refund or replacement (regardless of activation)

  • The licence key is invalid, expired, or already in use and we cannot supply a working replacement within 48 hours
  • The software delivered does not match the product description on our website (e.g. wrong edition, wrong number of seats)
  • The software is genuinely defective and the manufacturer confirms this
  • We are unable to fulfil the order for any reason on our side

In these cases we will offer either a full refund or a free replacement at your choice. Refunds are processed within 5 business days.

3. Installation & Consultancy Services

Cancellation before the session

  • More than 24 hours before the scheduled session: Full refund, no charge.
  • Less than 24 hours before the scheduled session: A cancellation fee of up to 50% of the service fee may apply to cover preparation and scheduling costs.
  • No-show (no contact at the time of the session): No refund will be issued.

If you are not satisfied after the service

If you are not satisfied with the installation or consultancy work carried out, please contact us within 7 days of the session. We will return to resolve the issue at no additional charge. If we are unable to resolve it to a reasonable standard, we will offer a partial or full refund at our discretion.

4. Subscription Products (Microsoft 365, QuickBooks Online, etc.)

For software sold as an annual or monthly subscription, the following applies:

  • Subscriptions may be cancelled at any time but are non-refundable for the current billing period once it has started, unless the product is faulty or misdescribed.
  • We will assist you in cancelling the underlying subscription with the software provider and confirm cancellation in writing.
  • Any refund entitlement on the subscription itself (e.g. pro-rata refund from Microsoft or Intuit) is governed by the respective provider's own terms — we will help you claim these where applicable.

5. How to Request a Refund or Cancellation

To make a request, please contact us using any of the following:

Please include your order reference number, the product or service purchased, and the reason for your request. We aim to respond to all refund requests within 1 business day.

6. Refund Method & Timing

  • Refunds are issued to the original payment method (card via Stripe)
  • Processing time: 5 business days from approval (card processing times vary by bank, typically 3–10 working days to appear on your statement)
  • We do not issue refunds in cash or by bank transfer unless the original payment method is no longer available

7. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK law. If you believe you have a right to a refund under the Consumer Rights Act 2015 that we have not honoured, you may seek further advice from Citizens Advice (citizensadvice.org.uk) or contact the Competition and Markets Authority.

8. Contact

HCMA Group Ltd  ·  Dunston Innovation Centre, Dunston Road, Chesterfield, Derbyshire S41 8NG  ·  Company No. 16957346
Email: info@hcmagroup.co.uk  ·  Phone: 01246 267552