The short version
If a product does not work as described, tell me and I will either fix it or refund you. If you have downloaded it and simply changed your mind, I generally cannot refund — but ask anyway, because I would rather sort something out than have you feel stung.
Why digital downloads are different
Under the Consumer Contracts Regulations you normally have 14 days to change your mind about something bought online. For digital content that right ends once the download begins, provided you agreed to that at the point of purchase and were told you were giving the right up. That is why the checkout asks you to tick a box confirming it.
This does not affect your statutory rights under the Consumer Rights Act 2015: digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair, a replacement or a refund regardless of anything on this page.
When I will refund
- The product is materially different from what the product page described
- It has a fault I cannot fix within a reasonable time
- You were charged twice, or bought the wrong tier by mistake and have not downloaded it
- You bought it less than 14 days ago and have not downloaded it
When I cannot
- You have downloaded it and changed your mind
- It works as described but is not what you imagined
- You do not have the technical knowledge to use it — the requirements are listed on every product page before you buy, and I offer paid installation if you would rather not
- You have modified it and broken something
- You want a refund but intend to carry on using it
How to ask
Email joshua@smoald.com with your order reference, which product it is, and what has gone wrong. Please include enough detail that I can reproduce the problem.
- I respond within 2 working days
- I try to fix genuine faults first, because usually you want the thing working rather than your money back
- Approved refunds go back to your original payment method within 5 to 10 working days, via Stripe
Once a refund is issued, the licence ends and the code must be removed from any site it is on.
Before you buy
To avoid needing this page at all: every product has a live demo you can look at, the requirements are listed in full, and I answer pre-purchase questions by email. If you are unsure whether something will do what you need, ask me first — I will tell you honestly if it will not.
Services are separate
Refunds on development work are covered by the cancellation section of the terms of service, not this page.