Refund Policy

1. The short answer

If something you bought here doesn’t work, isn’t what the page described, or you bought it by mistake, email [email protected] within 14 days and you will get your money back. If you simply read the book and didn’t enjoy it, that is not a refundable fault — which is exactly why free previews exist.

Subscriptions can be cancelled by you, at any time, without asking anyone.

2. Try before you buy

Please use the previews. Every book offers a free preview of its opening pages — the exact number is shown on the product page — and that preview is enough to judge the voice, the typesetting, and whether the reader works comfortably on your device. Free documents and free applications are exactly what the paid ones are like in form and quality. Video pages list their runtime and contents before purchase.

Almost every refund request we would otherwise receive is avoided by two minutes with a preview.

3. One-time purchases — documents, books, applications

You may request a full refund within 14 days of purchase where any of the following is true:

• the file or reader will not open, download, or work despite reasonable troubleshooting with us;
• the item is materially different from its description on the product page;
• the item is corrupt, incomplete, or substantially broken;
• you were charged twice for the same item;
• you bought the wrong item by mistake and have not substantially consumed it; or
• you already had access to the item through an active All-Access Pass and paid again unnecessarily.

“Substantially consumed” is judged sensibly and in your favour where it is genuinely borderline. As a rough guide, we treat reading beyond roughly 30% of a book, or downloading a document more than a couple of times, as consumption. We do not track your reading position on our servers, so in practice this is a conversation, not an audit.

After 14 days, one-time purchases are generally final, but see section 5 — a genuinely broken product gets fixed or refunded whenever you report it.

4. The All-Access Pass

Cancel yourself, any time. Open your library and use “Manage subscription” to reach the Stripe customer portal. Cancelling stops all future charges and your access continues until the end of the period you have already paid for. You do not need to email us and you do not need to give a reason.

Beyond that:

• First period, unused. If you subscribe and change your mind within 14 days, and you have not downloaded a paid document or read past the free preview of any book, we will refund that first payment in full.
• Renewals. Renewal charges are not normally refunded, because the pass was available to use throughout. The exception is an accidental renewal: if you tell us within 7 days of a renewal that you meant to cancel, and the catalogue shows no paid use in that period, we will refund it as a goodwill gesture. This is not a monthly entitlement.
• Failed cancellation. If you tried to cancel and something on our side prevented it, that is our problem and we refund it, full stop.
• Price rises. If we raise the subscription price and you do not want to continue, cancel before the next renewal. If a rise is applied without the notice promised in our Terms, we will refund the difference.

We do not pro-rate part-used months, and we do not refund a period simply because you did not get round to using it.

5. Always refunded, regardless of the window

Some things are our fault, and time limits should not apply to them. We will always refund, whenever you report it:

• duplicate or accidental double charges;
• any charge you did not authorise;
• a charge after you successfully cancelled;
• an item we permanently withdrew before you had a fair chance to use it; and
• a pricing error on our part where you were charged more than the displayed price.

For a fault or defect discovered later, we will first try to fix it — a corrected file, a re-upload, a working link. If we cannot fix it within a reasonable time, you get a refund.

6. Not normally refunded

To be straightforward about the other side of it:

• you read or watched the whole thing and did not enjoy it;
• you disagree with the opinions, style, or technical approach taken;
• the item is not suited to a project or requirement it never claimed to serve;
• you did not read the description, access level, or format before buying;
• your own device, browser, or network cannot run something whose requirements were stated;
• you no longer want a subscription period that has already elapsed; or
• you breached the Terms — for example by redistributing an item — and now want the money back too.

Beta items, which are clearly labelled, are sold on the understanding that they are unfinished. Rough edges in a beta are not a defect. A beta that does not function at all still is, and is refundable.

7. Statutory consumer rights

Nothing here removes rights the law gives you. This policy is intended to be more generous than the statutory minimum, not less.

UK and EU consumers. You normally have a 14-day right to cancel a distance purchase. For digital content delivered immediately, that right is lost once delivery begins, provided you gave express consent to immediate delivery and acknowledged losing the right. Our checkout asks for exactly that consent, so strictly speaking the statutory right ends the moment your library unlocks. We nevertheless offer the 14-day window described above as a contractual promise. Your rights in respect of digital content that is faulty, not as described, or not of satisfactory quality are unaffected and cannot be waived.

Australian consumers. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Elsewhere. Where local law grants you a stronger right than this policy, that law wins.

8. How to request a refund

Email [email protected] from the email address you used at checkout — that is how we verify the purchase, since there are no accounts or passwords here. Include:

• the name of the item, or “All-Access Pass”;
• the approximate date of purchase, and the receipt if you still have it;
• a one-line reason — and if it is a fault, what happened and on what browser or device.

There is no form to fill in and no hoops to jump through. If it is a technical fault, please give us one chance to fix it first; a working file is usually better than a refund for both of us.

9. Timing and method

We aim to respond within 2 business days and to decide within 5 business days of having the information we need.

Approved refunds are issued through Stripe to the original payment method. We cannot refund to a different card, account, or person. Once we issue it, the money typically appears in 5 to 10 business days, depending on your bank — that final leg is out of our hands. Refunds are made in the original currency; if your bank’s exchange rate has moved, the amount you see may differ slightly, and we cannot compensate for currency movement or for fees your own bank charges.

10. What happens to your access

When a refund is issued, the matching entitlement is revoked. Book and video access ends immediately. For a refunded document, you must delete any copy you downloaded, and the licence granted under our License terminates. Keeping and using a refunded item is a breach of the Terms.

A refund does not blacklist you. You are welcome to buy again — including the same item — later. Repeated buy-and-refund cycles on the same items are, however, treated as abuse and may lead us to decline future requests.

11. Chargebacks

Please email us before disputing a charge with your bank. A chargeback costs us a fee, takes weeks to resolve, and automatically suspends your access while it is open — whereas an email is usually resolved the same week. If you genuinely did not authorise a charge, disputing it is entirely appropriate and we will cooperate with your bank.

12. Contact

Email: [email protected]
Trading name: What’s it to ya?
Legal entity: Your Legal Name or Company
Typical response time: 2 business days

See also: Terms of Service · Privacy Policy · License