Refund Policy

1. Scope of this Refund Policy

This Refund Policy applies to purchases processed through a Nordgate checkout or payment flow where Nordgate acts as Merchant of Record.

This Policy may apply to purchases of approved products and services, including:

• software products;
• SaaS products where approved;
• digital products;
• online services;
• digital content;
• digital licences;
• platform access;
• educational or creator digital products;
• other products or services approved for sale through Nordgate.

This Policy does not replace any mandatory consumer rights that may apply under applicable law.

2. Nordgate's role as Merchant of Record

Where Nordgate acts as Merchant of Record, Nordgate is responsible for handling payment-related refund requests from Buyers.

This means that Buyers should contact Nordgate for:

• refund requests;
• duplicate charges;
• incorrect charges;
• failed or incomplete payment issues;
• payment confirmation issues;
• receipt or invoice requests;
• chargeback or dispute-related questions.

The product or service purchased through Nordgate may be provided by a third-party vendor, seller, software provider, creator, platform, or other approved commercial partner ("Vendor" or "Submerchant").

The Vendor remains responsible for the underlying product or service, including product functionality, delivery, technical support, account access, licences, service quality, and product-specific obligations.

Where Nordgate acts as Merchant of Record, the Buyer may see NORDGATE FINANCIAL or a related descriptor on their bank, card, wallet, or payment account statement. The exact descriptor may vary depending on the payment method, bank, wallet, card scheme, country, currency, payment provider, and transaction type.

3. How to request a refund

To request a refund, please contact Nordgate at support@nordgate.financial.

Your request should include:

• your full name;
• the email address used for the purchase;
• order number, transaction ID, invoice number, or receipt number;
• product or service name;
• Vendor name, if known;
• purchase date;
• purchase amount and currency;
• payment method used;
• reason for the refund request;
• any supporting documents, screenshots, or evidence.

We may ask for additional information to verify the transaction and review the refund request.

4. Refund review process

Nordgate will review refund requests based on:

• the type of product or service purchased;
• whether the product or service was delivered, activated, accessed, downloaded, used, or consumed;
• the Vendor's product terms or service description;
• applicable consumer protection laws;
• payment method rules;
• fraud, abuse, or chargeback risk;
• technical or fulfilment issues;
• duplicate or incorrect payment evidence;
• prior refund history;
• any information provided by the Buyer or Vendor.

Nordgate may consult the relevant Vendor when a refund request relates to product delivery, access, functionality, technical performance, account status, licence activation, service use, or similar product-specific matters.

5. Refund eligibility

Refunds may be approved in circumstances such as:

• the Buyer was charged more than once for the same purchase;
• the Buyer was charged an incorrect amount;
• the transaction was not completed but the Buyer was charged;
• the purchased product or service was not delivered;
• the Vendor confirms that the Buyer is eligible for a refund;
• the product or service is materially different from what was advertised;
• a refund is required under applicable consumer protection law;
• Nordgate determines, after review, that a refund is appropriate.

Refunds may be refused in circumstances such as:

• the product or service was delivered and used;
• a digital product was downloaded, accessed, activated, or consumed;
• a software licence, key, account, access right, or similar digital entitlement was activated;
• the refund request is outside the applicable refund period;
• the Buyer changed their mind after receiving access to the product or service;
• the Buyer violated the Vendor's terms or Nordgate's Terms of Service;
• the transaction appears fraudulent, abusive, or connected to misuse of the refund process;
• the Buyer initiated a chargeback without first contacting Nordgate;
• the product is marked as non-refundable and such limitation is permitted by applicable law;
• the refund is not required under applicable law or payment method rules.

6. Refund period

Unless a different refund period is shown at checkout, stated in the Vendor's product terms, stated in Nordgate's Refund Policy for a specific product, or required by applicable law, refund requests should normally be submitted within 14 calendar days from the date of purchase.

A different period may apply depending on the product type, delivery status, applicable consumer law, payment method rules, Vendor terms, or the terms shown at checkout.

7. Digital products, software, and immediately delivered services

Many products sold through Nordgate may be digital products, software, licences, digital content, or immediately accessible online services.

For digital products and software, refunds may be limited once the product has been delivered, downloaded, accessed, activated, used, or consumed, unless a refund is required by applicable law or approved by Nordgate after review.

Where required by applicable law, Buyers may be asked to acknowledge that they consent to immediate digital delivery or performance and understand that certain cancellation or withdrawal rights may be affected once delivery or performance begins. Nothing in this Policy limits mandatory consumer rights that cannot be waived under applicable law.

8. Subscriptions and recurring payments

Nordgate does not currently support subscriptions or recurring payments as a standard service.

If a Vendor is expressly approved by Nordgate to offer a subscription or recurring payment product in the future, the subscription terms must be clearly disclosed before purchase, including the price, billing interval, renewal terms, cancellation method, and any applicable refund rules.

If an approved subscription or recurring payment is offered, the Buyer may cancel through the Vendor account dashboard or Vendor portal where available, or by contacting Nordgate at support@nordgate.financial.

Cancellation stops future billing but does not automatically refund amounts already paid, unless required by applicable law, stated at checkout, stated in the Vendor terms, or approved by Nordgate under this Refund Policy.

Nordgate does not offer automatic pro-rata refunds for unused subscription periods.

9. Duplicate, incorrect, or unauthorized payments

If you believe you were charged twice, charged the wrong amount, or charged without authorization, please contact Nordgate immediately at support@nordgate.financial.

Please include any supporting information, such as screenshots, bank statement details, receipt numbers, transaction IDs, or correspondence with the Vendor.

Nordgate may request additional information to verify the claim. If Nordgate determines that a duplicate or incorrect charge occurred, Nordgate will arrange a refund, reversal, correction, or other appropriate adjustment where appropriate.

If a payment appears unauthorized, Nordgate may investigate the transaction, suspend related access, request information from the Buyer or Vendor, and cooperate with payment providers, banks, card schemes, regulators, or law enforcement where required or permitted by law.

10. Chargebacks and external disputes

If you have a payment issue, please contact Nordgate before initiating a chargeback or external dispute with your bank, card issuer, wallet provider, or payment provider.

Nordgate is responsible for handling payment-related claims, refunds, disputes, and chargebacks where Nordgate acts as Merchant of Record.

If a chargeback or external dispute is opened, Nordgate may:

• investigate the transaction;
• request additional information from the Buyer;
• request supporting evidence from the Vendor;
• suspend access to the relevant product or service;
• contest the chargeback where Nordgate believes the transaction was valid;
• provide evidence to the relevant bank, card scheme, payment provider, or dispute resolution body;
• take steps to prevent fraud, abuse, or repeated dispute misuse.

Starting a chargeback may delay the refund process because the transaction will be reviewed through the applicable bank, card scheme, wallet, or payment provider dispute process.

11. How refunds are paid

Approved refunds are usually returned to the original payment method used for the purchase.

If the original payment method is unavailable, closed, expired, restricted, or technically unable to receive the refund, Nordgate may use another legally and commercially reasonable refund method.

Refunds may be subject to:

• payment method limitations;
• card issuer or bank processing times;
• wallet provider processing times;
• local payment method rules;
• currency conversion effects;
• taxes, fees, or deductions where permitted by law;
• compliance or fraud checks.

Nordgate is not responsible for delays caused by banks, card issuers, payment networks, wallets, local payment providers, payment processors, or other third parties.

12. Refund processing times

After a refund is approved, Nordgate will normally initiate the refund within 3 to 5 business days.

After Nordgate initiates the refund, the time it takes for the funds to appear in the Buyer's account depends on the payment method, bank, card issuer, wallet, local payment provider, country, currency, and payment provider.

Typical refund settlement times after initiation are usually 5 to 10 business days, but may vary by payment method, bank, card issuer, wallet, local payment provider, country, and payment provider.

13. Taxes, fees, and currency conversion

Where applicable, approved refunds may include taxes collected on the refunded amount.

However, certain fees may be non-refundable where permitted by law, including:

• payment method fees;
• bank fees;
• currency conversion fees;
• chargeback fees;
• administrative fees;
• fees charged by the Buyer's bank, card issuer, wallet, payment provider, or other third party.

If a payment was made in one currency and refunded in another, the refunded amount may differ due to exchange rates, conversion spreads, or fees applied by banks, card issuers, wallets, or payment providers.

Payment system fees and third-party fees are generally non-refundable where legally permitted, unless Nordgate determines otherwise or a refund is required by applicable law, payment method rules, or a competent authority.

14. No partial refunds

Nordgate does not generally offer voluntary partial refunds or pro-rata refunds. Refund requests are normally reviewed and approved or refused for the relevant transaction as a whole.

Because Nordgate does not currently support subscriptions or recurring payments as a standard service, Nordgate does not offer automatic partial or pro-rata refunds for unused subscription periods.

This section does not prevent Nordgate from correcting duplicate, incorrect, unauthorized, or failed payments; applying tax or fee corrections; complying with applicable law; or following a requirement from a bank, payment provider, card scheme, regulator, court, or other competent authority.

15. Vendor involvement

For product-specific refund requests, Nordgate may contact the Vendor for information.

The Vendor may be asked to confirm:

• whether the product or service was delivered;
• whether the Buyer accessed or used the product;
• whether the Buyer violated the Vendor's terms;
• whether technical support was provided;
• whether the Buyer is eligible for a refund under the Vendor's product terms;
• whether a replacement, correction, credit, or other non-refund remedy is appropriate.

Nordgate may make the final payment-related refund decision where Nordgate acts as Merchant of Record, subject to applicable law and payment method rules.

16. Abuse of refund process

Nordgate may refuse refunds, suspend access, terminate accounts, block future purchases, or take other action where Nordgate identifies refund abuse, fraud, chargeback abuse, unauthorized resale, misuse of digital products, repeated claims, false statements, or other suspicious activity.

Examples of refund abuse may include:

• repeatedly purchasing and refunding digital products;
• requesting refunds after downloading, copying, using, or consuming digital goods;
• falsely claiming non-delivery;
• initiating chargebacks after receiving refunds or credits;
• using multiple accounts or payment methods to bypass controls;
• purchasing products with stolen or unauthorized payment methods;
• attempting to obtain free access through refund or dispute misuse.

17. Consumer rights

Nothing in this Refund Policy limits rights that cannot be excluded under applicable law.

Depending on your location, product type, payment method, and the circumstances of your purchase, you may have mandatory rights under consumer protection laws.

For digital content, software, or immediately delivered online services, cancellation and refund rights may vary depending on whether delivery or performance has started and whether you provided consent to immediate delivery or performance.

If there is a conflict between this Refund Policy and mandatory consumer protection law, mandatory consumer protection law will prevail.

18. Contact for refund support

For refund requests, payment issues, duplicate charges, receipts, invoices, claims, disputes, or chargebacks, please contact:

EMPYRA LTD, trading as Nordgate

Company Number: 14984613 (England and Wales)

Email: support@nordgate.financial

Website: https://www.nordgate.financial

Registered Office: 27 Old Gloucester Street, London, WC1N 3AX, United Kingdom

Please include your order number, transaction ID, invoice number, or the email address used for the purchase so we can locate your transaction.

19. Changes to this Refund Policy

Nordgate may update this Refund Policy from time to time.

The updated version will be posted on the Nordgate website with a revised effective date or last updated date.

The Refund Policy in effect at the time of purchase will generally apply to that purchase, unless a change is required by law, payment provider rules, or is more favorable to the Buyer.

20. Checkout refund notice

Nordgate may display the following or similar notice during checkout: