How to request help

Contact +1 636 638 9438 on WhatsApp with your order reference, the software and version, the issue and any relevant screenshot with private information hidden. Explain whether you are requesting technical help, cancellation or a refund.

Before payment

Confirm compatibility, licence eligibility, the scope of work, delivery arrangements and the final total. Do not pay for a software licence or installation package until the specific offer is confirmed.

If you want to cancel

Tell us as soon as possible, especially before a digital item is supplied or work starts. The stage of fulfilment, the agreed service and your applicable consumer rights will determine the cancellation and refund arrangements. Any legally required information or consent must be obtained before early digital delivery or service performance.

If the service does not match the agreement

Report what was agreed and what happened. We review the request and discuss an appropriate remedy, which may include completing or correcting the agreed work, or a refund where appropriate or required. This page does not impose a blanket no-refund policy on digital products or services.

Information we may need

• Your order reference and confirmation.
• Software name and exact version.
• Operating system and relevant equipment.
• The error message and steps already attempted.

Never send full payment card numbers or personal account passwords.

Your rights remain protected

Mandatory consumer rights remain applicable. A delivered key or started installation does not automatically remove rights provided by law. Payment-provider dispute processes remain separate from contacting Loxemb for support.

Read the service terms →