Refund policy

At Chapterwell, we want you to feel confident about every guide you purchase. As our products are digital downloads, they are delivered electronically and cannot be physically returned. Nevertheless, we aim to deal with genuine problems fairly and promptly.

14-Day Satisfaction Guarantee

We offer a voluntary 14-day satisfaction guarantee on our digital guides.

You may request a refund within 14 calendar days of your purchase if you have reviewed the guide and genuinely feel that it does not provide reasonable value based on its product description.

To request a refund, contact us at hello.chapterwell@gmail.com and include:

Your full name
Your order number
The title of the guide
A brief explanation of the issue

Approved refunds will be returned to the original payment method. We aim to review requests within three working days. After approval, your bank or payment provider may require additional time to process the refund.

This satisfaction guarantee is separate from, and does not limit, your statutory consumer rights.

Immediate Digital Delivery and Cancellation Rights

Our guides are supplied as digital content and are normally made available shortly after payment.

By purchasing a guide and requesting immediate access, you consent to the digital content being supplied before the end of the usual 14-day cancellation period. You also acknowledge that your statutory right to cancel may be lost once the download or access process begins.

Our voluntary 14-day satisfaction guarantee may still apply after delivery, subject to the terms of this policy.

Faulty, Inaccessible or Misdescribed Files

Please contact us if:

Your download link does not work
The file is corrupted or cannot be opened
Pages are missing
You receive the wrong guide
The guide differs materially from its product description
A technical problem prevents you from accessing your purchase

We will first try to resolve the problem by supplying a working replacement or corrected file. Where the issue cannot be resolved within a reasonable time and without significant inconvenience, we may provide a full or partial refund as appropriate.

Your rights regarding faulty or misdescribed digital content are not restricted by the 14-day satisfaction-guarantee period.

Duplicate Purchases

If you accidentally purchase the same guide more than once, contact us as soon as possible. Once we have verified the duplicate transaction, we will refund the additional purchase.

Refunds We May Decline

Except where required by law, we may decline a refund when:

The request is submitted more than 14 days after purchase
The guide was accurately described and no fault or access problem exists
The customer purchased the wrong regional edition despite the edition being clearly identified
The file has been copied, shared, resold or distributed
There is evidence of repeated or abusive refund requests
The purchase was made through an unauthorised third party
The customer simply no longer needs the guide after using it

These exclusions do not affect rights relating to faulty, inaccessible or misdescribed digital content.

Educational and Informational Products

Chapterwell guides are provided for general educational and informational purposes. A refund will not normally be issued solely because a customer’s personal circumstances, results or decisions differ from the examples or guidance provided.

Nothing in this section excludes a refund where the digital content is faulty, materially misdescribed or otherwise fails to meet applicable consumer-law requirements.

Refund Processing

Approved refunds will be issued to the original payment method. We cannot send a refund to a different account or payment method.

Although we aim to authorise approved refunds promptly, the time taken for funds to appear in your account depends on your bank, card issuer or payment provider.

Access to a refunded guide may be withdrawn. The customer must not continue copying, sharing, distributing or commercially using refunded material.

Chargebacks

Please contact us before starting a payment dispute or chargeback. Most delivery, duplicate-payment and file-access problems can be resolved more quickly by contacting Chapterwell directly.

Submitting a chargeback does not remove any restrictions relating to copying, sharing or distributing our copyrighted material.

Your Statutory Rights

Nothing in this policy excludes or limits any rights you have under applicable consumer law. Digital content must be of satisfactory quality, fit for its stated purpose and as described. Legal remedies may include repair, replacement, a price reduction or a refund, depending on the circumstances.