Refunds and withdrawal

Last updated: 6 September 2026

There are two separate rights here and they are constantly confused, so they are kept apart on this page.

• Withdrawal — changing your mind, for no reason at all, within 14 days. It is unconditional while it lasts, and for a download it can be given up deliberately. Section 1.
• Conformity — the product is faulty, or is not what its page said it was. This one is not lost by downloading, is not limited to 14 days, and cannot be signed away. Section 3.

If you are unsure which applies, write to us and say what happened. It is our job to work out which right you are exercising, not yours.

1. The 14-day right of withdrawal

If you are a consumer in the EU — buying for yourself and not for a business — you may withdraw from a distance contract within 14 days, without giving any reason and without penalty. That is Directive 2011/83/EU as amended by Directive (EU) 2019/2161; in Bulgaria, чл. 50 ЗЗП. The period runs from the day the contract is concluded.

You do not have to explain yourself, you do not have to use a form, and we may not ask you to justify it or make you complete anything before we accept it.

2. How that right can be lost on a download — and how it is not

Digital content is the exception. Article 16(m) of the Directive (чл. 57, т. 13 ЗЗП) allows the right to be lost once delivery has begun, but only if all three of these happened. Courts and enforcement authorities read it strictly, against the trader:

1. you gave prior express consent for delivery to begin during the 14 days;
2. you acknowledged that you would thereby lose the right to withdraw; and
3. we, or the payment provider, confirmed both of those back to you on a durable medium — in practice, the order e-mail.

What that looks like here. At checkout there are two separate tick boxes, in those words, and neither is ticked for you. The payment button does not work until both are ticked. Both statements are then repeated in your order confirmation, which is the third limb.

If you leave them unticked, nothing goes wrong and nothing is refused — you keep the full 14 days. Write to us and we will either hold the files until the period has run and then send them, or refund you. It is your choice, and choosing it costs you nothing.

If you were never asked, or you did not receive the confirmation, then the right was never lost, whatever anything else says. Tell us and we will refund you.

3. If the product is faulty or not as described

This is a different right and it survives everything in section 2. Under Directive (EU) 2019/770 on contracts for the supply of digital content (чл. 143 и сл. ЗЗП), what you buy must match its description, be fit for the purpose digital content of that kind is normally used for, and come with the accessories and instructions you would reasonably expect.

If it does not, you are entitled to have it brought into conformity free of charge — for us, that means a fixed file. If that is impossible, if we fail to do it in a reasonable time, or if the fault is serious, you may have a proportionate price reduction or terminate the contract and be refunded.

• You do not have to prove the fault was there when you bought it. For a one-off supply, anything appearing within one year is presumed to have been there from the start, unless we can show otherwise. For something supplied continuously — a subscription — the presumption runs for the whole period.
• This right cannot be waived, and no clause in our terms or in the licence overrides it. Where one appears to, it simply does not apply.
• It is not limited to 14 days, and it is not affected by having downloaded the file.

A template that will not open in the Revit version its page names, a family that is missing from a pack the page says contains it, a plugin that does not do what its description says: all of these are conformity, not withdrawal.

4. Subscriptions

A plugin subscription is cancelled from your account page, or by e-mailing us. It takes effect at the end of the period you have already paid for — you keep the tools until then, and then they stop. No payment is taken after you cancel. There is no notice period, no cancellation fee, and nobody will ask you why. Cancel an hour after paying for a month and you still have that month.

A period already paid for is not refunded pro rata as a matter of course — but if the tools stopped working, or never did what they said, section 3 applies to a subscription exactly as it does to a one-off purchase, and we will refund the affected period.

If a subscription's price changes, you are told before it applies and you may cancel rather than accept it.

5. Custom builds and other services

A custom plugin or a template configured to your studio's standard is a service, and a different corner of the same Directive applies. You still have 14 days to withdraw. If you ask us to start inside that period and we finish the work, the right is gone once it is fully performed; if we have started but not finished, you pay for the proportion done and no more.

None of that is left to be argued about afterwards: the quote says when work starts, and we ask you to confirm in writing that you want it to start before the 14 days are up.

6. How to ask

One e-mail to support@datumbim.com. Include the order number or the address you bought with, and say what you want — to withdraw, or to report a fault. A sentence is enough.

We reply within one working day. If we are refunding you, we do it within 14 days of being told, using the same means of payment you used, and it costs you nothing. Where a purchase went through our checkout provider as merchant of record, the refund comes back through them and lands on the card you paid with; we start it, and you do not have to chase them.

We will not ask you to accept a credit note or store credit instead of your money. You may accept one if you would rather, but it is offered, never substituted.

7. The model withdrawal form

You are not obliged to use this — a plain e-mail is equally valid — but it is reproduced here because the law requires it to be made available. It is Annex I(B) of Directive 2011/83/EU.

8. If we cannot agree

Write to us first; almost everything ends there. If it does not, and you are a consumer, you may take it to an alternative dispute resolution body under Directive 2013/11/EU. In Bulgaria those are the conciliation commissions at the Commission for Consumer Protection (Комисия за защита на потребителите, kzp.bg), which also takes complaints directly. If you live elsewhere in the EU, your own ADR bodies and your national European Consumer Centre can help.

The European Commission's online dispute resolution platform closed on 20 July 2025 and Regulation (EU) No 524/2013 was repealed. There is deliberately no link to it here. A site still pointing customers at that platform is pointing them at a dead page.

You may always go to court instead, in your own country of residence if you are a consumer.

9. The rules this page follows

• Directive 2011/83/EU on consumer rights, as amended by Directive (EU) 2019/2161
• Directive (EU) 2019/770 on contracts for the supply of digital content and digital services
• Directive 2013/11/EU on consumer ADR
• Закон за защита на потребителите (Bulgaria)

This page is the plain-language version of sections 4, 5 and 8 of the Terms of sale, which govern if the two ever read differently. Nothing here reduces a right you have by law — where it appears to, the right wins.