REFUND AND RETURNS POLICY
This Refund and Returns Policy explains the circumstances in which customers may cancel a purchase or request a refund for services provided by Torbisgo Limited (“Torbisgo”, “we”, “our”, or “us”).
Torbisgo provides online digital media processing services, which may include video conversion, video compression, video trimming and cutting, video-to-GIF conversion, and other related digital tools.
This Policy should be read together with our Terms and Conditions and other applicable policies.
Nothing in this Policy is intended to exclude, restrict, or affect any rights that cannot lawfully be excluded or restricted under applicable consumer protection law.
1. Nature of Our Services
1.1 Digital Services
Torbisgo provides digital services and online software functionality delivered electronically through our website.
Depending on the service selected, customers may receive access to online processing tools, processed media files, paid functionality, usage credits, or subscription-based access where such options are offered.
1.2 No Physical Goods
Torbisgo does not currently sell or deliver physical products under these services.
No physical goods, hardware, discs, printed materials, or other tangible products will be shipped to customers.
Accordingly, traditional physical product returns generally do not apply to purchases made through Torbisgo.
1.3 Electronic Delivery
Where a purchased service is available immediately, access may be provided following successful payment confirmation.
For example, a customer may be able to process a video, access paid functionality, or download a processed file shortly after payment has been successfully confirmed.
2. UK Consumer Cancellation Rights
If you are a consumer in the United Kingdom, certain purchases made online may be subject to statutory cancellation rights under applicable consumer protection legislation.
For distance contracts for services, consumers generally have a 14-day cancellation period beginning after the contract is entered into, subject to applicable exceptions and rules concerning services started during that period.
The way these rights apply may differ depending on whether the relevant purchase is legally treated as a service, digital content, or a combination of both.
2.1 Services Started During the Cancellation Period
Where you ask Torbisgo to begin providing a service during the applicable cancellation period, we may request your express agreement for performance to begin immediately.
If you later exercise a valid statutory cancellation right before the service has been fully performed, you may be required, where permitted by law, to pay an amount reflecting the services already provided up to the time of cancellation.
UK government guidance specifically recognises that where a consumer expressly requests a service to start during the 14-day period, the trader may charge for services provided up to cancellation.
2.2 Fully Performed Services
Where a service has been fully performed during the applicable cancellation period, the statutory right to cancel may cease where the legal requirements for doing so have been satisfied, including obtaining any consent or acknowledgement required by applicable law.
The fact that a customer has merely logged in or briefly accessed a service does not by itself mean that all statutory consumer rights automatically disappear.
2.3 Immediate Digital Content
Certain Torbisgo transactions may involve the immediate supply of digital content, such as making a processed digital file available for download.
Where applicable, before immediate supply begins, we may ask you to:
- expressly consent to the digital content being supplied immediately; and
- acknowledge that beginning the supply may result in the loss of your statutory 14-day cancellation right.
UK online-selling guidance states that, for qualifying downloads or streaming digital content, the trader must obtain the customer’s agreement to immediate supply and confirmation that they understand the cancellation right will be lost when supply begins.
If the applicable legal requirements have not been satisfied, your statutory cancellation rights may continue to apply.
3. General Refund Principles
Because Torbisgo provides electronically delivered video processing services, refunds are not automatically available merely because a customer has used a service and later decides that they no longer want it.
Subject always to your mandatory legal rights, refunds will generally not be provided for a successfully completed digital service or processed file where:
the requested processing operation has been successfully completed;
the purchased functionality has been successfully provided;
the processed file has been made available as agreed;
paid credits or processing allowances have already been consumed; or
a customer has simply changed their mind after the relevant service has been properly supplied and no statutory cancellation right applies.
This section does not affect any right you may have where a service or digital content is faulty, materially not as described, not supplied as agreed, or otherwise gives rise to a statutory remedy.
UK consumer law does not permit businesses to use a refund policy to remove mandatory consumer rights.
4. Refund Requests We May Review
In addition to any refund required by applicable law, Torbisgo may review refund requests in circumstances including the following.
4.1 Duplicate Charges
If you are charged more than once for the same transaction because of a confirmed payment or technical error, please contact us.
Where we confirm that an unintended duplicate payment occurred, we will take reasonable steps to refund the duplicate charge.
4.2 Payment Taken but Service Not Provided
You may contact us if payment was successfully taken but the purchased service, access, processing entitlement, or other paid functionality was not provided.
We may verify the transaction and attempt to restore or provide the purchased service before determining whether a refund is appropriate.
4.3 Material Technical Failure
If a significant technical failure within Torbisgo’s systems prevents you from using the specific paid service you purchased, please contact us.
We may first attempt to:
restore the affected functionality;
repeat the processing operation;
provide reasonable technical assistance; or
provide another appropriate remedy.
Where the issue cannot reasonably be resolved, a full or partial refund may be provided where appropriate or required by applicable law.
4.4 Incorrect Charge
If the amount charged differs from the amount properly disclosed and agreed at checkout, please contact us so that we can investigate the transaction.
4.5 Faulty or Non-Conforming Service
Nothing in this Policy affects statutory remedies available to consumers where a service or digital product does not meet applicable legal requirements.
The Consumer Rights Act 2015 provides statutory protections for consumers purchasing services and digital content, including remedies in appropriate circumstances.
5. Circumstances That Normally Do Not Qualify for a Discretionary Refund
Unless required by applicable law, Torbisgo will generally not provide a discretionary refund solely because:
you changed your mind after the service was properly provided;
you no longer need the processed video or other output;
you did not use purchased functionality before it expired under clearly disclosed terms;
you uploaded an incorrect file;
you selected an incorrect output format or processing option;
your original video or media file was of poor quality;
you expected the processing operation to improve characteristics that the relevant tool was not represented as improving;
your device does not support the resulting file format;
your browser, device, operating system, local software, internet connection, or other environment outside Torbisgo’s reasonable control caused an issue;
you failed to download or save a processed file made available to you within an applicable availability period that was clearly disclosed to you; or
you violated our Terms and Conditions or Acceptable Use Policy.
However, none of these exclusions will override a refund, cancellation right, price reduction, repeat-performance right, or other remedy that you are entitled to under mandatory applicable law.
6. Subscriptions and Recurring Payments
Where Torbisgo offers subscription plans, the applicable price, billing frequency, renewal terms, and cancellation conditions will be disclosed before purchase.
6.1 Cancelling a Subscription
Unless otherwise stated at the time of purchase, cancelling a subscription prevents future renewals but does not automatically reverse payments for service periods that have already been validly supplied.
Customers should cancel before the applicable renewal date if they do not wish the subscription to renew.
Where applicable law provides additional cancellation, cooling-off, or refund rights, those rights will take priority over this Policy.
6.2 Partial Subscription Periods
Except where required by applicable law or expressly provided under a particular plan, Torbisgo does not ordinarily provide discretionary refunds or credits solely for unused portions of a subscription period following cancellation.
Cancellation generally affects future billing rather than retroactively cancelling services already properly provided.
6.3 Changes in Applicable Subscription Law
Torbisgo will update its subscription procedures where necessary to comply with applicable consumer protection requirements.
As of August 2026, the UK government’s new subscription-contract regime under the Digital Markets, Competition and Consumers Act 2024 is expected to come into force in Spring 2027 and will introduce additional requirements concerning subscription information, cancellation and certain renewal cooling-off rights.
7. Account Suspension, Misuse and Legal Restrictions
Torbisgo may restrict, suspend, or terminate access to our services where permitted under our Terms and Conditions or Acceptable Use Policy, including in circumstances involving:
- fraud or suspected fraudulent activity;
- payment abuse;
- security threats;
- unlawful use;
- material violation of our Acceptable Use Policy;
- attempts to bypass payment or access restrictions or compliance with applicable sanctions, legal, or regulatory requirements.
The availability of any refund following suspension or termination will depend on the circumstances and applicable law.
We do not exclude refunds or statutory remedies where doing so would be prohibited by applicable consumer protection law.
Where funds cannot lawfully be returned, transferred, or otherwise dealt with because of sanctions or another legal restriction, Torbisgo may handle those funds in accordance with the applicable legal and regulatory requirements.
8. Chargebacks and Payment Disputes
If you believe that a payment is incorrect, duplicated, unauthorised, or associated with a service problem, we encourage you to contact us at [email protected] so that we have an opportunity to investigate and resolve the issue.
Nothing in this Policy prevents a customer from exercising any lawful rights they may have through their bank, card issuer, payment service provider, or applicable dispute-resolution process.
However, deliberately providing false or misleading information in connection with a payment dispute, or attempting to obtain both a completed service and an improper reversal of payment, may be treated as misuse of our services.
Where reasonably necessary, we may restrict an account while a payment dispute is investigated.
9. How to Request a Refund or Cancellation
To request a refund, report an incorrect charge, or exercise an applicable cancellation right, please contact:
Email: [email protected]
Your request should include sufficient information for us to identify the transaction, such as your account email address and transaction reference where available.
Please do not send full payment card details or other unnecessary sensitive financial information by email.
We may request additional information where reasonably necessary to verify the purchase or investigate the request.
Refunds that are approved or legally required will be processed through an appropriate payment method, which may include the original payment method where applicable.
Processing times after a refund has been issued may depend on the relevant payment service provider, bank, or card issuer.
10. Consumers Outside the United Kingdom
Customers located outside the United Kingdom may have additional mandatory rights under the consumer laws applicable in their country or region.
Nothing in this Refund and Returns Policy is intended to exclude or limit consumer rights that cannot lawfully be excluded or limited.
Where a mandatory local consumer protection rule conflicts with this Policy, the mandatory legal requirement will apply to the extent required by law.
11. Changes to This Policy
Torbisgo Limited may update this Refund and Returns Policy from time to time to reflect changes to:
- our services;
- pricing or payment arrangements;
- subscription functionality;
- our operational procedures; or
- applicable legal and regulatory requirements.
When we make changes, we will publish the updated Policy on our website and revise the “Last Updated” date.
Changes will not remove statutory rights that have already arisen in relation to a transaction where applicable law prevents us from doing so.
12. Contact Information
If you have questions about a payment, cancellation, refund, billing issue, or this Refund and Returns Policy, please contact us:
Company Name: Torbisgo Limited
Support & Billing Email: [email protected]
Registered Address: 14 Wells View Drive, London, England, BR2 9UL