Legal
Refund & fix policy
No refunds on delivered files, and the thing you actually wanted instead.
No refunds on a delivered document
We do not give refunds on delivered documents. You confirm this with a checkbox before you pay, so it is never a surprise. The reason is simple and we would rather just say it: once a file is downloaded it cannot be handed back.
What you get instead
The thing you actually wanted — a document that fits. If it is wrong, or does not match how your business works, tell us and we replace it. Members get documents reworked to fit their business free, as often as they need, for as long as they are a member. Everyone else pays once for that rework, and never pays for a correction that was our mistake.
If we got it wrong
If something we wrote turns out to be factually wrong about a source we named, we rewrite it and replace it at no charge, and we tell you what changed and why. That applies whether or not you are a member and whether or not the document is still on sale.
If we cannot deliver at all
If we take your money and cannot deliver what you paid for, that is different, and we make it right in money rather than in credit.
How to start one
Write to support with your order reference. A person reads it. There is no form to escalate through and nobody will try to talk you out of it.