Effective date: 24 October 2026
1. Scope of this policy
This policy explains cancellation rights, refunds and remedies for products and services provided by MASCOT LABS, represented by Developer. Mohamed Ali.
This policy applies to downloadable software, digital products, online courses, hosted software subscriptions and development or engineering services where we are the contracting seller. Where a third-party marketplace or merchant of record is identified as the seller at checkout, its buyer/refund terms also apply to that transaction; contact the seller named on your receipt to obtain payment-related refunds. We will help customers resolve issues with our products. Your statutory consumer rights always take priority.
2. A change of mind: downloadable and streamed digital content
A consumer buying digital content supplied without a physical medium (for example, a downloaded program, template or online course) generally has a 14-day cancellation period from the day after the contract is made, unless a lawful exception applies. If supply is to start during that period, the consumer must expressly consent to early supply and acknowledge that the right to cancel will be lost once supply begins. The seller must give the confirmation required by law. When all those requirements are satisfied, the cancellation right may end when digital supply begins.
Downloading alone is not a blanket waiver. If the necessary consent, acknowledgement or confirmation is missing, applicable cancellation rights remain. If you wish to cancel before supply begins, contact us or the seller shown on the receipt using the relevant order details.
3. Online services, SaaS and subscriptions
Where we offer SaaS or another recurring service, the applicable plan will disclose the price, billing frequency, renewal conditions, contract length and how to cancel before you subscribe. Ending a subscription stops future renewals in accordance with the plan terms and applicable law; it does not automatically entitle the customer to a refund for a past period of properly supplied service. Consumers may also have cooling-off and other statutory cancellation rights, including any rules in force when the subscription is sold. We will comply with those rights even where the subscription terms say otherwise.
4. Programming, development and other services
For distance contracts with consumers, a 14-day cancellation period will generally apply, subject to the statutory rules and exceptions. If you expressly ask us to begin services during that period and subsequently cancel, a proportionate charge may be due for the services already provided, if the legal conditions are met. If the services have been fully performed following the necessary express request and acknowledgement, the cancellation right may be lost where the law provides.
For business-to-business work, agreed deposits, milestones, cancellation fees and work completed will be dealt with under the signed proposal or statement of work, subject to applicable law. If a project has not yet been agreed or accepted, an enquiry alone carries no charge.
5. Faulty, misdescribed or inaccessible products
Digital content supplied to consumers must meet applicable legal standards. If a product is faulty, not as described or not fit for a purpose made known to us where the law applies, customers may be entitled to repair or replacement and, where appropriate, a price reduction or refund. Customers purchasing services may be entitled to repeat performance or a price reduction where services do not meet the applicable legal requirements.
Please give us reasonable information about the issue so we can investigate. We may ask for a reproducible example or error description, but we will not demand unnecessary access to private business files. This policy does not remove statutory remedies, including remedies where defective digital content causes qualifying damage to a consumer's device or other digital content.
6. Failed delivery, duplicate payment and incorrect orders
If you have paid but cannot access a product, course or service, we will investigate and arrange the missing delivery or another appropriate remedy. If there has been an accidental duplicate charge, please provide the relevant order references so it can be checked and corrected or refunded where appropriate. If the seller of record is a third party, refunds will be processed by that seller or the responsible payment provider.
7. How to request a cancellation or refund
To request a cancellation or refund, use the email or telephone number in the contact block in Section 9. Include your order reference, purchase date, product or service name, email used for the order and a brief explanation. If a separate seller of record appears on your receipt, you may also use that seller’s buyer-support channel. We may request reasonable evidence to assess eligibility. Never send full card details, passwords or banking credentials.
Where a refund is legally due, it will be provided within the applicable statutory timeframe and normally returned through the original payment method, unless the law or the customer permits an alternative. Approved goodwill refunds are discretionary and do not replace legal entitlements.
8. Licence or access after a full refund
If a purchase is fully refunded and the applicable terms permit termination, the licence or paid access associated with that refunded purchase may end. This does not remove any rights that cannot lawfully be withdrawn, and it does not permit us to take ownership of the customer's own data or original materials.
9. Changes and further information
Updates to this policy apply prospectively and do not unlawfully reduce existing rights. Please also see our Terms and Conditions and Privacy Policy. The contact details below are available for refund enquiries.