Refunds

Try it first

The free version is the trial, and it is not a countdown. There is no expiry, no card needed and no nagging.

It gives you all six planning stops, the full wiring checks, unlimited layers and unlimited wire, from the Hornby and Peco OO catalogues. The limit is 100 objects. Paying lifts that limit and adds full size printing and the shopping list.

Plan something small before you buy. If the app suits you at 100 objects it will suit you at 500, and if it does not suit you, you will have found that out without spending anything. That is what the free version is for, and it is why there is no blanket refund window sitting on top of it.

Bought by mistake, or changed your mind

If you paid twice by accident, bought the wrong thing, or you have changed your mind, email me within 24 hours of the purchase and I will discuss it with you.

Refunds in that situation are at my discretion rather than automatic. An obvious mistake gets sorted out. What the 24 hours is not there for is using the paid features and then handing them back, because once a plan has been printed at full size there is no way to un-print it.

After 24 hours, ask anyway if you think there is a genuine problem. I would rather sort one out than keep someone's money. It is still my decision.

How to ask

Email support@liverail.io with your order number, which is on the receipt Lemon Squeezy sent you, or the email address you bought with if you cannot find it.

Tell me what happened. It helps to know whether it was a duplicate payment, a mistake at checkout, or the app not doing what you expected, and the last of those is worth knowing about whatever I decide.

I aim to reply within two working days. This is one person, so it is occasionally slower, but a refund request never gets ignored.

If something is faulty

This part is not discretionary.

Under the Consumer Rights Act 2015, digital content you pay for must be of satisfactory quality, fit for its purpose, and as described. LiveRail is sold to you on exactly that basis.

If it is not, you are entitled to have it repaired or replaced, and if that cannot be done within a reasonable time and without significant inconvenience, to a price reduction of up to the whole amount you paid.

Nothing on this page limits those rights, and they last a good deal longer than the 24 hours above. In practice a fault means: tell me, and I will fix it or refund you.

Why there is no cancellation period

There is no cooling off period to run down after you buy LiveRail, because what you are buying is delivered immediately and you agree to that at the checkout.

Buying online normally carries a 14 day right to cancel under the Consumer Contracts Regulations 2013. Digital content supplied straight away is the exception to that: the right ends once supply begins, provided you consented to it beginning immediately and acknowledged that you were giving up the right to cancel.

Lemon Squeezy is the merchant of record for every LiveRail purchase, which means it is the seller and its buyer terms are the contract you enter into. Those terms say that where a product is digital content made available immediately, you consent to immediate performance and you acknowledge that you lose your right of withdrawal once delivery has begun. You have to tick to accept them before the checkout will take your order, so the consent and the acknowledgement are both given at the point of sale. Your licence key is emailed to you the moment the order completes.

The free version is what takes the place of a cooling off period, and it has the advantage of coming before you spend anything rather than after.

How the money comes back

Purchases go through Lemon Squeezy as the merchant of record, so refunds go back the same way, to the card or account you paid with. I cannot send it anywhere else.

Lemon Squeezy processes it if I approve it. Banks are usually the slow part: expect it to land within 5 to 10 working days, occasionally a little longer depending on your card issuer.

You get the full amount you paid, including any VAT or sales tax charged at checkout.

What happens to your licence

Your licence key is switched off when a refund is issued. The app rechecks your key with Lemon Squeezy when it starts and once a day after that, so the paid features stop the next time it is online. Please stop using them from the moment the refund is agreed.

Two things are unaffected. The free version stays available to you like anyone else, with its 100 object limit. And your layout files stay on your computer and stay yours, exactly as section 5 of the terms says. A refund does not touch your work.

Chargebacks

If you are unhappy, please email me before going to your bank. A chargeback takes weeks, involves Lemon Squeezy having to respond, and gets you an answer more slowly than just asking me.

If you think a payment on your card was not made by you, then a chargeback is the right thing to do and I will help Lemon Squeezy sort it out.

Contact

Complaints go to the same address, and come to me rather than a queue.