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Refund and Cancellation Policy

1. Summary

• Instant digital downloads: no change-of-mind refunds once your download has started, because you ask us to supply the content immediately (see below).
• Faulty or missing files: we will replace them, or refund you if we cannot.
• Updates subscription: cancel online any time; you will not be charged again.

2. Business customers

We sell only to businesses and organisations, which have no statutory right to cancel a purchase. Our faulty-file promise below still applies.

3. Digital content and the right to cancel (if you are treated as a consumer)

If, despite confirming you are buying for a business, the law treats you as a consumer, you would normally have 14 days to cancel an online purchase. For digital content supplied other than on a tangible medium, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (regulation 37) allow supply to start within that 14 days if you expressly consent and acknowledge that you will lose your right to cancel. At checkout we ask you to tick a box confirming both. Once the download has started after you have done so, the right to cancel no longer applies. We confirm your consent and acknowledgement in your order confirmation email.

If you do not tick the box, you cannot complete an instant-download purchase.

4. Faulty, incomplete or not as described

If a file will not open, is corrupted, is missing from your download, or is materially different from the product description, email help@wardourclinical.co.uk within 30 days of purchase with your order number and a short description of the problem. We will send a working replacement. If we cannot fix it within a reasonable time, we will refund the price of the affected product. Consumers also have statutory rights under the Consumer Rights Act 2015 (digital content must be of satisfactory quality, fit for purpose and as described); this policy does not affect those rights.

Problems caused by your own software or device (for example an old version of Word or Excel that cannot open .docx/.xlsx files) are not faults in the Materials, but our help centre explains free ways to open them.

5. Updates subscriptions

• The first 12 months of updates are included in the purchase price.
• If you choose to subscribe to continued updates, the subscription renews automatically every 12 months at the price shown when you subscribed (we will tell you in advance by email if the price changes).
• We send a reminder email at least 14 days before each renewal.
• You can cancel online at any time using the link in your receipt or the customer portal. Cancelling stops future payments; you keep all files already downloaded.
• If you are a consumer, you may cancel a new subscription within 14 days of starting it; if you have already downloaded update files in that period after giving the consent and acknowledgement described above, the right to cancel applies only to future renewals. We will also give consumers any additional cancellation rights required by law for subscription contracts as they come into force.

6. How refunds are paid

Refunds are paid by the checkout platform to the original payment method, normally within 14 days of our agreeing the refund. When a refund is made, your licence to the refunded product ends and you must delete the files.

7. Abuse

We may refuse refund requests where there is evidence of abuse, such as repeated purchase-and-refund or sharing of files.

8. Legislation and guidance used as reference

These documents were written from first principles with reference to the following (no third-party template text was copied):

• Consumer Rights Act 2015 (digital content, Part 1 Chapter 3; unfair terms, Part 2; s65 negligence liability): https://www.legislation.gov.uk/ukpga/2015/15/contents
• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg 37: https://www.legislation.gov.uk/uksi/2013/3134/regulation/37
• BIS guidance on the Consumer Contracts Regulations: https://assets.publishing.service.gov.uk/media/5a817b92ed915d74e33fe73a/bis-13-1368-consumer-contracts-information-cancellation-and-additional-payments-regulations-guidance.pdf
• Unfair Contract Terms Act 1977 (s2 negligence, s11 reasonableness - business contracts): https://www.legislation.gov.uk/ukpga/1977/50/contents
• CMA guidance on unfair contract terms (CMA37): https://www.gov.uk/government/publications/unfair-contract-terms-cma37
• Contracts (Rights of Third Parties) Act 1999: https://www.legislation.gov.uk/ukpga/1999/31/contents
• UK GDPR and Data Protection Act 2018; ICO guide to UK GDPR: https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/
• ICO guidance on storage and access technologies (cookies), April 2026: https://ico.org.uk/for-organisations/direct-marketing-and-privacy-and-electronic-communications/guidance-on-the-use-of-storage-and-access-technologies
• Digital Markets, Competition and Consumers Act 2024 - subscription contracts regime (expected from January 2027): https://www.gov.uk/government/consultations/consultation-on-the-implementation-of-the-new-subscription-contracts-regime