Our commitment to customer satisfaction and fair business practices.
Last updated: May 15, 2026
Thank you for purchasing VirtuCath™. We are committed to ensuring our customers are satisfied with our software.
Our goal is to provide a fair refund policy that protects both the customer and our business. Given the nature of digital software and our 15-day free trial which allows you to evaluate the product before purchase, we offer the following refund terms.
We offer a full refund, for any reason, within fifteen (15) days of your original purchase date for a new annual license. Because we provide a 15-day free trial that lets you evaluate the software before purchase, refund requests within this window are reviewed to prevent abuse of the trial system, but are otherwise granted at the user's request.
After the 15-day window has elapsed, you are no longer eligible for a discretionary refund. Refunds outside the window are limited to confirmed defects under the End User License Agreement (Section 11) — that is, situations in which the Licensed Application fails to perform its documented functions.
What we mean by "abuse of the trial system". A refund request may be denied as abusive only if at least one of the following applies:
"Evaluating whether the product meets your needs" is not abuse and is exactly what this window is for.
Renewals. The 15-day money-back guarantee applies only to your first paid license purchase. Subscription renewals are not eligible for the 15-day money-back guarantee; cancellation of a renewed term takes effect at the end of that term, as described in Section 2.
Beyond the 15-day money-back guarantee, we do not offer prorated refunds or credits for subscriptions that are canceled mid-term. When you cancel your subscription, you will continue to have access to the software until the end of your annual billing period.
To request a refund within the 15-day period, please contact our support team at Email Support.
You must include the following in your request:
Submitting a refund request does not, by itself, affect your access to the Software. We will acknowledge your request promptly and respond with an approval or a denial.
Upon approval of a refund, your unique hardware-locked license key will be revoked and the VirtuCath software will be deactivated on all associated machines. You must cease all use of the software and delete any local copies. Approved refunds are then submitted to our merchant of record, FastSpring, which processes the credit; it may take an additional 5–10 business days for the credit to appear on your statement, depending on FastSpring's processing times and your financial institution.
If your refund request is denied, your license remains active and you may continue to use the Software for the remainder of your paid term. We will explain the basis for the denial in writing so you can appeal if you believe it was made in error.
If you are a consumer (acting outside your trade, business, craft, or profession) resident in the European Economic Area, the United Kingdom, or Switzerland, you have a statutory right of withdrawal from a digital-content contract within fourteen (14) days of the contract being concluded, under the EU Consumer Rights Directive (2011/83/EU as amended by Directive (EU) 2019/2161) and equivalent UK and Swiss laws. The terms of this Refund Policy are intended to be at least as generous as those statutory rights and do not limit them.
Important. Under those laws, the right of withdrawal is lost once performance of the digital-content contract has begun if you have (a) given express prior consent to immediate performance and (b) acknowledged that you will lose the right of withdrawal as a result. By downloading or activating the Licensed Application before the end of the 14-day withdrawal window, you provide that consent and acknowledgement. If you wish to preserve your statutory withdrawal right in full, do not download or activate the Licensed Application until after the withdrawal window has expired.
To exercise the statutory withdrawal right (where applicable), email [email protected] within 14 days of the purchase with your order details and a clear statement of withdrawal. We will refund the full amount paid using the same means of payment used for the transaction.
If you believe you are entitled to a refund, please contact us first using the process in Section 3. Initiating a chargeback or payment dispute with your bank or card issuer before contacting us deprives both parties of the opportunity to resolve the issue directly and is treated as a material breach of these terms. In addition to the remedies available under applicable law:
Nothing in this Section is intended to restrict any statutory consumer right of chargeback or dispute that cannot lawfully be waived.
When a refund is approved and your license is revoked under Section 4, the VirtuCath software will stop functioning on your associated machines and you must delete any local copies. VirtuCath's desktop application stores your simulation inputs and outputs locally on your machine; we do not have copies of your simulation data on our servers, so there is nothing on our side to return or destroy on the simulation side.
Account, support, billing, and license-activation records that VirtuCath retains in its own systems (for example, in HubSpot, FastSpring billing records, support tickets, and license-server activation logs) follow the retention schedule in our Privacy Policy and are not automatically deleted on refund, because tax, accounting, audit, and license-compliance obligations require us to keep them for defined periods. If you want those records deleted earlier — to the extent legally permissible — you may submit a deletion request under the "What are your privacy rights?" section of our Privacy Policy. We will honour any deletion right granted to you by applicable law.
The Web VirtuCath Braid Generator may store anonymized configuration data as described in the Privacy Policy; this data is not personal data and is not affected by a refund.
We encourage all users to take full advantage of our 15-day free trial to ensure VirtuCath™ meets your needs before you make a purchase. The trial provides access to the full functionality of the software.
If you have any questions about our Refund Policy, please contact us at Email Support.