Legal
Order Cancellation Policy
Last updated: Sep 2026
Our products are delivered digitally and fast, so cancellation works differently than it does for physical goods. In short: an order can be cancelled while it is still pending, but not once your licence key has been sent. This page explains the timings and what to do.
Cancelling before delivery
An order can be cancelled for a full refund only if the licence key or download access has not yet been sent. Once the key has gone to the email address you gave at checkout, the order cannot be cancelled — a licence key cannot be returned or un-issued.
If your key has already arrived and there is a problem with it, this is not the page you need. See our Refund Policy instead defective and undelivered keys are covered there.
The cancellation window
Most orders are delivered within 30 minutes of payment clearing, and some go out sooner. Because of that, cancellation requests must reach us within 15 minutes of purchase, and before your key has been dispatched.
If your key has already been sent when your request arrives, we cannot cancel the order, even if you sent the request inside the 15 minutes.
How to cancel
- Email us immediately Send your cancellation request to contact@licensenexa.com. Email is the fastest route and gives us a timestamped record.
- Put your order number in the subject line Without it we have to search for your order, and that costs the minutes you don't have.
- Call us if you want to be sure During opening hours you can also call +1 209 255 3094 to flag an urgent cancellation, but please send the email as well.
- Wait for our confirmation A cancellation is only effective once we confirm it. Do not assume an order is cancelled because you sent a request.
Please check before you buy
The cancellation window is short because delivery is fast. Read the product page carefully first — particularly the version, the edition, the system requirements and any version status notice.
If you are unsure which version or edition you need, message us before you order. We answer within 1 business day and we would much rather help you choose correctly than handle a cancellation afterwards.
Refunds on approved cancellations
Where a cancellation is approved before delivery, we refund the full amount to your original payment method.
- Refunds are issued within 5 business days of approval
- Your bank or payment provider then takes typically 3 to 7 business days to show the funds
- We cannot control the second part of that timeline
After delivery
Once your key has been delivered, our Refund Policy applies instead. In summary, refund requests are considered within 14 days of purchase while the licence key remains unactivated, and defective or undelivered keys remain covered regardless.
Your statutory rights
Nothing in this policy limits any rights you have under the consumer law that applies where you live. If your local law gives you stronger cancellation rights than this policy, those rights apply.
Questions
Our FAQ covers most order and delivery questions. For anything else, contact us using the details below.
Contact us
Business name
LicenseNexa
Phone
+1 (812) 757-2795
Address
Frankenallee 77
Frankfurt am Main Frankfurt am Main 60327
Germany
Hours
Monday to Friday: 09:00 – 18:00 Pacific Time (PT)
Saturday and Sunday: closed
Response time: within 1 business day
