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Refunds
This page explains your cancellation rights for The Short-Let Playbook and any add-ons, and how goodwill refunds work.
Your 14-day right, and why you waive it
Under the Consumer Contracts Regulations 2013, digital-content purchases normally carry a 14-day cooling-off period. Because we deliver instantly, at checkout you must expressly tick a box confirming you want immediate delivery and understand this waives that 14-day right — you cannot pay without ticking it. This mirrors the checkbox you tick during checkout ('I agree to immediate delivery and waive my 14-day right of withdrawal for digital content'). Once you've ticked it and completed payment, the statutory withdrawal right no longer applies to that order.
What the waiver doesn't affect
Your separate statutory rights if what you receive is faulty, not as described, or simply doesn't work are unaffected by the waiver above. This includes situations like being charged twice for the same order by mistake. If a download link is broken or a file is corrupted, contact us and we'll fix it or refund you.
Goodwill refunds
Even with the statutory cooling-off right waived, we may still offer a discretionary, goodwill refund case by case — for example, an accidental duplicate purchase, or a genuine access problem we can't resolve. Contact vivian@viandcoacademy.co.uk with your order details and we'll take a look; we aim to respond within a few business days. There's no automatic entitlement to a goodwill refund, and we may decline in some cases.
How refunds are paid
Approved refunds go back to your original payment method through Stripe, typically within 5–10 business days — Stripe's standard timeframe, though your own bank may take a little longer to show it. Refunds are issued in the same currency and amount you paid.
Full refunds and your download access
A full refund automatically revokes your download links for that order. A partial refund does not affect your download access. If you believe access was removed by mistake, contact us and we'll investigate.
Ready to ask for a refund, or just have a question? Reach vivian@viandcoacademy.co.uk and a human will help.