All purchases of digital Products are final once payment has been completed and access to the Product has been provided. Refunds are not offered for change of mind, failure to review the Product description, purchasing the wrong Product, deciding that the Product is no longer required or failing to use the Product. Limited corrections or refunds are available only in the circumstances described below or where applicable law requires otherwise.
Limited correction or refund requests
Contact us within seven days after purchase if any of the following occurs. This seven-day request period does not reduce any longer period required by applicable law:
- You were charged more than once for the same order.
- You paid but did not receive access after checking your spam or junk folder and completing reasonable troubleshooting.
- The delivered file is corrupted, incomplete or unusable and we cannot provide a working replacement.
- The Product delivered is not the Product ordered.
- The Product is materially different from the description presented at the time of purchase.
- A refund, cancellation or other remedy is required by applicable law.
Requests that are generally not eligible
- A change of mind after access or download.
- Failure to review the Product description, system requirements, intended audience or scope before purchase.
- A decision that the Product is no longer needed or will not be used.
- Inability to use the Product because of unsupported software or devices when the applicable format was disclosed.
- Loss of access caused by sharing, licence misuse or violation of the Terms of Use and Sale.
How to request assistance
Email info@firesafetyhandbook.com with the purchaser’s name, order email, order number, Product purchased and a clear description of the issue. Screenshots or error messages may be requested where reasonably necessary to diagnose a technical problem.
Resolution process
We will normally first correct the order, restore access, provide a replacement file or offer reasonable technical assistance. If the issue cannot reasonably be corrected and the request qualifies under this policy or applicable law, an appropriate full or partial refund will be issued to the original payment method. Financial institutions and payment processors control the time required for the credit to appear.
Abuse and chargebacks
We may decline requests involving fraud, repeated misuse or continued use or distribution of a Product after a refund. Before initiating a chargeback, please contact us so we can investigate and attempt to resolve the issue. Nothing in this policy prevents a purchaser from exercising lawful payment-dispute rights.
Mandatory rights
Nothing in this Refund Policy limits any right, remedy, warranty or protection that cannot legally be excluded or restricted. If this policy conflicts with a mandatory legal requirement, the mandatory requirement applies.