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Frequently Asked Questions

Consumer Refunds After Purchase

Consumer Contract Withdrawal Rights

If you are a natural person who bought a product from us to use for your personal needs, and you have not already downloaded the software, you can cancel the purchase and receive your money back within 14 days of the purchase. If you are a natural person who bought a product from us to use for your personal needs, and you bought more than one copy of the product, you can get a refund for the copies you have not downloaded yet.

The right to receive such a refund is not applicable for companies and other commercial clients.

Here is a more detailed explanation:

According to the EU consumer protection legal framework, if you are a consumer, you have the right to withdraw from a contract concluded online during the first 14 days after the purchase. Only natural persons – and not companies – can be considered “consumers”. Additionally, to claim consumer rights as a private person, you need to act outside the scope of your professional capacity or purposes. For example, if you purchase the softphone only to speak to your family and friends, you do so as a consumer, but if you use it to provide professional consultations or as part of your business management activities, this is commercial/professional activity and you will not be considered a consumer.

The legislation provides a list of exceptions to the withdrawal rule, based on different considerations. For example, you cannot cancel within 14 days an online order of food or a newspaper for obvious reasons. One of the exceptions is the case where (1) the product you purchased is “digital content which is not supplied on a tangible medium” (i.e. you download it, you don’t receive an actual CD or DVD at your physical address) and (2) the performance of the contract has begun (i.e. the content has been downloaded) with the consumer’s consent, and with acknowledgment of the fact that at this moment the right of withdrawal is lost.

Downloadable Zoiper Products are classified as “digital content which is not supplied on a tangible medium” and therefore fall in this exception. Their provision is expressly requested by you when you click on the respective download link provided to you upon purchase, and your download link is accompanied by an express legal notice that downloading would lead to loss of withdrawal right. That’s why, when you purchased our products, but you have not yet “expressly requested” their provision by downloading them, you can still cancel your purchase and request refund within 14 days. You lose the right to cancel the order and get refund for the respective software copies at the moment you download them.

For more information about this right you can also refer to our General Terms available here, as well as here.