If things aren’t right.

Workbooks (digital downloads)

When you buy a workbook, the PDF is delivered to your inbox immediately. At checkout, you confirm that you want the download to start straight away and that you understand this means you lose the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013. This is standard for digital downloads.

That means: once a workbook has been delivered, we are not generally able to offer a refund, because there is no way to "return" a downloaded file.

However, we will refund:

• If the file is faulty, will not open, or is materially different from the description on the website. This is your statutory right under the Consumer Rights Act 2015.
• If you bought the wrong workbook by mistake and you have not yet downloaded it. Please email us within 14 days of purchase.
• At our discretion, in genuinely exceptional circumstances. We will respond to every request and consider it fairly.

Bundles

The same rules apply as for individual workbooks. If a single file within a bundle is faulty, we will replace that file (or refund the proportionate cost) rather than refunding the whole bundle.

Consultations

We understand that life happens. Our policy aims to be fair on both sides.

You cancel or reschedule more than 48 hours before your session

Full refund, or reschedule to another time within 60 days, at your choice.

You cancel or reschedule between 48 and 24 hours before your session

We will reschedule once, free of charge. If you would rather not reschedule, refunds at this stage are at our discretion — please contact us and we will consider the circumstances.

You cancel with less than 24 hours' notice

The session is forfeited. If there is a genuine reason (illness, bereavement, an urgent family matter), contact us — we will consider rescheduling.

You do not attend a session you have booked

The session is forfeited. We will email to check that you are alright; if there is a genuine reason (illness, bereavement, an urgent family matter), we will reschedule once free of charge.

Free introductory call

No payment changes hands, so there is nothing to refund. We do ask that you let us know by email if you can no longer attend, so we can offer the slot to someone else.

Multi-session packages

Where consultations are sold as a package of several sessions (the Companion Package):

• Before any session has taken place: full refund within 14 days of purchase.
• Part-way through: refunds for unused sessions only, at one third of the package price per unused session.
• Once all sessions have been delivered: no further refund applies.
• Package sessions must be used within 12 weeks of the first session; unused sessions expire after that, as stated at purchase.

If we cancel

If we have to cancel a session — illness on our side, technical failure, or anything else — you will be offered either a full refund or rescheduling at a time that works for you.

Faulty digital content

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which entitle you to a repair, replacement, price reduction, or refund where digital content is not of satisfactory quality, fit for purpose, or as described.

How to request a refund

Email us at hello@claritysupport.co.uk with:

• The email address you used at checkout
• The order number (from your Payhip receipt)
• A brief explanation of what has gone wrong

We aim to respond within three working days and to process approved refunds within five working days of approval. Refunds are issued via Payhip back to your original payment method.

Chargebacks

If you raise a chargeback with your bank before contacting us, we will be unable to issue a separate refund and the matter will be handled through Payhip’s dispute process. Please email us first — it is much quicker and easier for everyone.