1. Ask early and explain the problem
If something has gone wrong, contact support as soon as reasonably possible. Include the order email, product name and a simple description of the issue. Screenshots are helpful for technical problems but are not required where they are difficult to provide.
2. Situations normally eligible for a remedy
- A confirmed duplicate payment for the same customer and product.
- Digital content was not delivered and cannot be supplied within a reasonable period after notice.
- Files are corrupted, unusable or materially different from the product description and cannot be repaired or replaced.
- A customer was charged after a clearly documented technical checkout error.
- A refund or price reduction is required by applicable consumer law.
3. The first useful remedy
Where reasonable, the first step will be to restore access, replace a file, provide the correct version or explain the supplied instructions. If that does not resolve a qualifying problem within a reasonable time and without significant inconvenience, an appropriate refund or price reduction will be considered.
4. Change of mind and digital access
Digital-content cancellation rights can be affected when a customer expressly requests immediate supply and acknowledges the consequence for the cooling-off right. The configured checkout must collect that acknowledgement clearly before access begins. If supply has not begun, cancellation rights may still apply as explained in the Cancellation Policy.
5. What is not a defect
A refund is not automatically due because a learner changes business plans, does not complete the material, prefers a different teaching style, lacks the listed software, or does not achieve a hoped-for marketplace result. Sales, ranking, approval and profit are not product promises.
6. Decisions and timing
Each request will be reviewed on its facts and applicable law. A clear decision and any information needed will be provided without unnecessary delay. Approved refunds are returned to the original payment method where possible; bank or payment-provider processing time may follow.
7. Statutory rights
This policy does not limit rights to digital content of satisfactory quality, fit for purpose and as described, or any other rights that cannot lawfully be excluded.