Refund Policy

We want you to be happy with what you buy. This policy explains your options. Last updated: 17 October 2026.

1. Digital Policy Packs (Starter and Complete)

Business buyers: because the packs are digital files available for download immediately, we can't offer change-of-mind refunds once you've had access to the download.

Consumers: under the Consumer Contracts Regulations 2013 you normally have 14 days to cancel. If you buy as a consumer and change your mind within 14 days of purchase, email [email protected] and we'll refund you.

Faulty or not as described: if a file won't open, is corrupted or doesn't match its description, email [email protected] within 30 days and we'll fix or replace it. If we can't, we'll refund you. This applies to business and consumer customers.

2. Done-With-You Tailoring

  • Before work starts (that is, before you submit the intake form): email [email protected] to cancel for a full refund. If you've already downloaded the Complete Pack included with your order, you keep it and we refund £166 (the £295 price minus the £129 Complete Pack). Consumers keep their 14-day right to cancel described in section 1.
  • After work has started: we'll refund any part of the work not yet done, minus a fair amount for work already carried out. Consumers who asked us to start within the 14-day cancellation period may still cancel within that period and pay only for the work done up to that point.
  • After delivery: no refund, but you're entitled to the included revision round, requested by email to [email protected] within 14 days of delivery. If we've genuinely not done what we agreed, tell us and we'll put it right.

3. How to Ask

For refunds, email [email protected] with your order number and the reason. For download problems, email [email protected]. We aim to reply within 2 working days. Refunds go back to the original payment method, normally within 14 days of agreement.

4. Your Statutory Rights

This policy doesn't affect your statutory rights as a consumer. For more information, contact Citizens Advice (citizensadvice.org.uk).