Question 1

How quickly will I receive my licence key after payment?

Accepted Answer

In most cases your licence key is delivered by email within 1–4 hours of payment. During busy periods or for volume orders it may take up to 24 hours. If you haven't received anything after 24 hours, contact us and we'll resolve it immediately.

Question 2

Are your licence keys genuine and fully legal?

Accepted Answer

Yes. Every key we supply comes from the manufacturer's official distribution channels. We are a registered UK limited company (Co. No. 16957346, VAT No. GB 510981502) and issue a full VAT invoice with every purchase. We do not sell grey-market or region-locked keys.

Question 3

Can I get a VAT invoice for my purchase?

Accepted Answer

Absolutely. A full VAT invoice is issued automatically with every order. If you need a copy or require a specific format for your accounts, email info@hcmagroup.co.uk with your order reference.

Question 4

My licence key isn't working — what do I do?

Accepted Answer

Contact us immediately by email or WhatsApp with your order reference and a description of the error. We aim to resolve activation issues within 2 hours during business hours. If we cannot supply a working key, we will issue a full refund — no questions asked.

Question 5

Do you offer installation services across the UK?

Accepted Answer

Yes. Remote installation is available UK-wide via secure screen sharing from our Chesterfield-based team. On-site installation is also available by arrangement; contact us to discuss your requirements.

Question 6

Can I install the software on more than one computer?

Accepted Answer

This depends on the product and licence type. For example, Microsoft 365 Personal covers up to 5 devices, while Office Home & Business 2024 is a single-device licence. We'll always confirm the exact usage rights before you purchase — just ask.

Question 7

What Microsoft 365 plan is right for my business?

Accepted Answer

For most businesses with a team, we recommend Microsoft 365 Business Standard (~£9.90/user/month) — it includes full desktop Office apps, Teams, business email, and OneDrive. Sole traders who mainly need Word, Excel, and Outlook may be better served by Office Home & Business 2024 (one-time ~£79–£119). Get in touch for a free recommendation.

Question 8

Can I transfer my licence to a new computer?

Accepted Answer

Retail licences (e.g. Office Home & Business 2024 bought separately) can be transferred to a new device. OEM licences (pre-installed on a PC) are tied to that hardware and cannot be transferred. We'll confirm licence type clearly at the point of purchase.

Question 9

Do you offer discounts for multiple licences or businesses?

Accepted Answer

Yes. We offer volume pricing for businesses purchasing multiple licences. Contact us with your requirements and we'll provide a tailored quote, usually within a few hours.

Question 10

What is your refund policy?

Accepted Answer

If your key doesn't work and we can't fix it — full refund, no questions. If we supplied the wrong product — full refund or free replacement. Once a key has been delivered and activated, refunds are not available under the digital goods exemption of the UK Consumer Rights Act 2015. Full details at our Refund & Cancellation Policy page.

Question 11

What happens after I buy?

Accepted Answer

Once your order is confirmed we send your licence key immediately by email, then our team follows up to ensure it's activated correctly. If you're on our Setup or Managed package, we book your installation within 2 hours and walk you through a full handover once everything is running.

Question 12

Do you manage renewals automatically?

Accepted Answer

Yes — on our Setup and Managed packages we send renewal reminders well in advance so you're never caught out by an expired licence. Managed customers also get a dedicated account contact who proactively tracks every licence in their stack.

Question 13

What's included in a quarterly review?

Accepted Answer

Our quarterly reviews (included in the Managed package) cover licence usage, cost optimisation, upcoming renewals, any new software needs, and a check that all your software is up to date and compliant. It takes around 30 minutes and is done remotely.

Issue Type	Target Response	Channel
Broken / invalid licence key	Within 2 hours	Email or WhatsApp
Pre-sale product advice	Within 1 hour	WhatsApp recommended
Installation assistance	Same business day	Email or phone
Refund requests	Within 1 business day	Email
VAT invoice requests	Within 1 business day	Email
Volume / business quotes	Within 4 hours	Email or phone

How Can We Help?

Contact Us

What We Can Help With

Pre-Sale Advice

Installation & Activation

Licence Key Issues

Billing & VAT Invoices

Refunds & Cancellations

Volume & Business Orders

Read our software support case studies

Choose Your Level of Support

Starter

Setup

Managed

Response Times

Frequently Asked Questions

Buying with confidence from HCMA Softtech