Legal
Refund and Cancellation Policy
Last updated 7 October 2026
On this page
1. Summary
- You ask for immediate access at checkout, so the 14-day right to cancel ends when your edition is supplied.
- If an edition is faulty or not as described, you are entitled to a repair or replacement, or a refund if that is not possible.
- Refunds are paid through Stripe to the card or account you paid with.
Nothing in this policy affects your statutory rights.
2. The right to cancel
A consumer buying digital content online normally has 14 days to cancel. At checkout you tick a box asking for immediate access and confirming that you understand you lose your right to cancel once supply begins. You must confirm this wording to complete checkout.
Supply begins when the edition is added to your library, which usually happens as soon as Stripe confirms your payment. From that point the right to cancel because you have changed your mind no longer applies.
If you contact us after paying and before the edition appears in your library, we will cancel the order and refund you in full.
3. Onelink’s terms
Onelink (Link, LLC), a Stripe company, is the seller of record for the payment (Terms of Sale, section 2). Onelink’s own terms and refund policy also apply to your purchase, and you can ask Onelink support for a refund at support.onelink.com. Onelink passes these requests to us to decide. Where Onelink’s terms give you more than this policy, you keep that benefit.
4. Faulty or misdescribed editions
Contact us if:
- a file is missing, damaged or will not open in software we list as supported;
- the Interactive Edition will not open or does not work in a browser we list as supported;
- you received the wrong cover, format or edition; or
- the edition is not as described on the product page.
We will repair or replace the content. If we cannot do that within a reasonable time and without significant inconvenience to you, you are entitled to a price reduction, which can be a full refund.
5. Other situations
The wrong cover. For a Single or Interactive Edition, you can change the cover yourself in your library, once, within 14 days of purchase and before you download a file with a cover (Terms of Sale, section 7).
Duplicate purchases. If you buy the same edition of the same product twice by mistake, tell us and we will refund the duplicate.
The wrong edition. Contact us with the order reference and the option you intended to buy. We will explain what can be changed or refunded.
One edition of several. If an order has more than one edition, we can refund one of them. The others stay in your library.
A gift. Gift refunds are paid to the buyer through the card or account used for payment. Downloads for the refunded gift close in the recipient’s library. If the recipient has been notified of the gift, we tell them that downloads have closed. Either the buyer or recipient can report a faulty gift. We will repair or replace it under section 4. Any refund is paid to the buyer.
An upgrade. An upgrade can be refunded separately from the earlier purchase. Access to files and features supplied only by the upgrade closes, and the purchase returns to the previous option. If the original purchase is refunded or reversed after a payment dispute, the upgrade closes too and we refund the upgrade payment.
Unsupported software. A refund is not normally due if a file works as described but not in software or a device we do not list as supported, unless our compatibility information was wrong.
Lost entries. Interactive entries are stored only in your browser. We cannot recover them if browser data is cleared without a backup, and this is not in itself a fault in the edition.
We may also give a refund where the law does not require one. We decide these case by case.
6. How refunds are paid
Refunds are paid through Stripe to the card or account you paid with, within 14 days of us agreeing that one is due. There is no fee. The refund includes any VAT you paid. We email you when the refund is made.
7. What a refund means
When an edition is refunded, its licence ends and its downloads close. For a gift, downloads close in the recipient’s library. For an upgrade refund, only the additional rights supplied by that upgrade end; the previous purchase option remains available. A refunded edition stays listed in your library, marked Refunded, so you can see what happened. Delete the downloaded files covered by the refund. For an upgrade refund, do not delete files that remain included with the previous purchase option. Completed records already made remain yours to keep. Any Interactive entries you made, and any backup files, stay on your own device.
If a payment is disputed with your bank, downloads for that order pause until the dispute is settled.
8. How to ask
Email support@dueformeditions.com or use the form on our Support page, with:
- your order reference (it starts DF-) or the email address you used at checkout;
- the product and edition;
- what went wrong, and any error message.
Do not send completed pages or entries unless we ask for an example needed to identify the problem.
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Everyday Arc Ltd · Company number 17064023 · Registered in England and Wales · 66 Paul Street, London, England, EC2A 4NA · support@dueformeditions.com