Refund policy
This policy explains when you can cancel an order and what happens if something is wrong with a file. "We" and "us" means Ismael Giménez Olmos, trading as Business Step by Step. You can contact us at support@businessstepbystep.co.uk.
Our products are digital downloads
Everything we sell is digital content: PDF files that you download. Nothing is posted. The download links appear on your order confirmation page and in your order confirmation email immediately after payment.
Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you normally have 14 days to cancel an online purchase. For digital content that is not supplied on a physical medium, that right ends once the supply has begun, provided you gave your express consent to immediate supply and acknowledged that you would lose the right.
Before you pay, we ask you to tick a box, on the product page or in your cart, that says:
"I want immediate access to the digital content and I understand that I lose my 14-day right to cancel once the download is available."
You cannot complete your order without ticking it, and we confirm your consent and acknowledgement in your order confirmation email. Once the download is available, the 14-day right to cancel no longer applies, so we do not give refunds if you change your mind.
If, for any reason, your download has not yet been made available to you, you can still cancel your order and we will refund you in full. Please email us straight away with your order number.
Faulty files or files not as described
Ticking the box does not affect your statutory rights. Under the Consumer Rights Act, digital content must be of satisfactory quality, fit for purpose and as described. If a file is faulty, for example it will not open, pages are missing or it is corrupted, or if it is not as described:
- we will repair or replace it, usually by sending you a corrected file or a new download link
- if we cannot repair or replace it, or cannot do so within a reasonable time and without significant inconvenience to you, we will give you a refund. Depending on the problem, this may be a full refund or a partial refund (a price reduction).
If faulty digital content we supplied damages a device or other digital content that belongs to you, and this happened because we did not use reasonable care and skill, we will either repair the damage or compensate you.
Before you report a problem, it is worth trying to download the file again and opening it with a different PDF reader, because many problems come from an incomplete download. Our How downloads work page may help. If that does not solve it, please contact us.
How to contact us about a problem
Email support@businessstepbystep.co.uk with:
- your order number
- the product and file concerned
- a short description of the problem, with a screenshot if you can
We aim to reply within two working days.
How refunds are paid
If you are entitled to a refund, we will make it without undue delay and within 14 days of the day we agree that you are entitled to it. We refund using the same payment method you used to pay, and we do not charge you a fee for the refund. How long the money takes to reach your account depends on your bank or payment provider.
Lost or expired download links
A lost or expired link is not a reason for a refund, because we will simply resend it. Email us with your order number and we will send you a new link.
If you live outside the UK
Our shop is aimed at customers in the United Kingdom. If you live elsewhere, you also keep any rights given to you by the mandatory consumer law of the country where you live, and nothing in this policy takes them away.
This policy does not affect your statutory rights.