Your right to cancel, our promise and how to get a refund
The short version
Under the Consumer Contracts Regulations 2013 you normally have 14 days from purchase to cancel an online order.
Our packs are digital content. Before checkout we ask you to tick this box:
I want access straight away. I understand I lose my 14-day right to cancel once the download or access starts.
If you tick it, your right to cancel ends once access starts, which is when your documents become available in your account after payment. We confirm this in your order email. Your right to cancel is only lost if you gave that consent and acknowledgement.
We go further than the law requires: if you have not opened or downloaded any document, we will refund you in full if you ask within 14 days of purchase.
If a template doesn't work for your situation, email us and tell us why. We'll refund you. This promise is in addition to your legal rights.
Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If a document is not, tell us and we will repair or replace it. If we cannot do that within a reasonable time and without significant inconvenience to you, you can have a price reduction or a refund.
Email [email protected] from the address you used at checkout, or tell us that address. A short message is fine. If you prefer, you can use this wording:
To POLICYANDPLAY LTD (PTDocuments), 7 Cosford Drive, Shortstown, Bedford MK42 0DQ, [email protected]: I hereby give notice that I cancel my contract for the following digital content: [Starter or Pro pack], ordered on [date]. Name: [your name]. Email used at checkout: [email]. Date: [date].
We refund to the card or payment method you used, within 14 days of agreeing the refund. When we refund a pack, your access to it ends.
If you subscribe to our optional client workspace when it becomes available, you can cancel within 14 days of subscribing. If you asked the service to start within those 14 days, we may deduct a fair amount for the time you used. After that you can cancel at any time in your account, and you keep access until the end of the period you have paid for.
We are not VAT registered, so no VAT is charged. The price shown is the total you pay.
If you are not happy with how we have handled a refund, email [email protected] and we will look at it again. Our terms explain your other options.