When we refund
We will refund you in full if:
- You were charged but did not get access. The payment succeeded and the title never appeared in your library.
- You were charged twice for the same title, or bought a title you already owned.
- The content is wrong or unusable — pages missing, file corrupt, or the title is materially not what the page described.
- We withdrew the title after you bought it and can no longer provide it.
If a payment is debited but access is missing, contact us with your order number and transaction reference. We will check the payment status and arrange access or an eligible refund. Do not pay again while the first payment is being checked.
When we do not refund
Once you have started reading the purchased title, the digital access has been used — so we do not refund a change of mind, a title you found less useful than you hoped, or one bought by mistake and then read. This is why every title has free preview pages: read them before you buy.
We may also decline where a pattern of buying and refunding suggests the content was being obtained rather than evaluated.
Cancelling before delivery
You can leave checkout before authorising payment. If payment has already been taken but you have not accessed the guide, contact us promptly to request cancellation. We will check the order and access status before responding.
These limits do not exclude remedies for defective content, missing access, a materially misdescribed product or any other remedy required by applicable consumer law.
How to ask for a refund
- Write to us from the contact page with your order number, the email address on your account, and what went wrong.
- We acknowledge your request within 48 hours. If we need more to go on — a screenshot of an error, or your bank’s transaction reference — we will ask.
- We decide within 30 days, and usually much sooner, and tell you the outcome and the reason for it.
- If the refund is approved, we issue it to your original payment method.
If you are unhappy with the outcome, you can take it to our grievance officer, whose details are also on the contact page.
How long a refund takes
Approved refunds go back to the original payment method — we cannot send a refund anywhere else. After the payment provider confirms that a refund has been initiated, the expected credit time is 5–7 working days, depending on your bank. We will tell you when we have issued it.
A completed refund ends the reading licence for the refunded title. Other purchases in your library are unaffected.