Effective Date: 5 April 2025
Document ID: TDI-RFD-2025-04
Purpose of This Policy
This Refund & Cancellation Policy outlines how The Digital Investors handles refund requests for digital purchases made through thedigitalinvestors.com.
As a digital publisher, our products — including eBooks, reports, and downloadable materials — are made available immediately after successful payment.
Our policy ensures compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and establishes a transparent framework for our customers.
Nature of Our Products
All items sold are intangible digital goods, accessible through:
- Instant download links
- Email delivery of PDFs or ZIP archives
- Cloud access via secure URLs
Once accessed, these files cannot be “returned,” and ownership cannot be transferred back.
Therefore, all purchases are considered final except where otherwise stated in this document.
When Refunds Are Possible
We may issue a refund in the following scenarios:
- Duplicate Billing: You have been charged more than once for the same transaction.
- Incorrect File: You received the wrong product or an incomplete version.
- Technical Error: Our system failed to deliver your download or file within 24 hours.
- Corruption or Broken Link: The file provided is corrupted, or the download link expired prematurely.
Each claim is reviewed manually by our billing department to ensure fair resolution.
When Refunds Cannot Be Granted
Refunds will not be issued if:
- You have already downloaded or accessed the file.
- The product matches its description but does not meet your subjective expectations.
- You purchased a file accidentally but confirmed payment.
- The issue lies with your hardware or software configuration.
- You exceeded 7 days from purchase before contacting us.
Refund Request Workflow
To initiate a refund:
- Send an email to [email protected] titled “Refund Request.”
- Include your full name, purchase email, and order reference.
- Describe the reason and attach any supporting evidence (error messages, screenshots, or receipt).
- We acknowledge requests within 2 business days.
- Investigations are completed within 10 working days.
- Approved refunds are processed to the original payment method.
If we decline a refund, we will provide a full explanation and may offer alternative remedies (replacement file or extended access).
Fraud Prevention & Verification
We use automated fraud detection for transactions. If a refund request appears inconsistent with transaction records, additional verification may be requested.
Fraudulent refund attempts may be referred to the payment processor’s risk department.
Technical Resolution Before Refund
If an access or delivery failure occurs, our support team will:
- Resend the download link
- Provide alternate formats (PDF, EPUB, ZIP)
- Extend file availability for an additional 48 hours
Only when these remedies fail will a refund be processed.
Chargebacks & Financial Disputes
We aim to resolve all issues directly and amicably.
Initiating a chargeback before contacting us may delay resolution.
We reserve the right to suspend accounts involved in unresolved chargeback disputes until investigation concludes.
Processing Time
Once approved, refunds are credited within 5–10 business days depending on your financial institution.
A confirmation email will be sent once the refund has been processed.
Legal Rights
Nothing in this policy affects your statutory rights.
Digital goods must be fit for purpose and match their description as required by the Consumer Rights Act 2015.