Draft, not a final version

This page is a working draft that needs review by a person, ideally a lawyer or whoever ends up responsible for the shop, before Big Talk Club sells anything. Don't publish it and don't treat it as a policy you can rely on until it has been checked and the missing details filled in.

Refunds

Refunds and withdrawal

This page explains when you can back out of a purchase of digital content, when that right no longer applies and what happens if a file turns out to be faulty.

1. Withdrawal rights for digital content

For most distance purchases, consumers have the right to withdraw from a contract within fourteen days, no reason needed. EU law on distance contracts carves out an exception for digital content delivered without a physical carrier, which is what Big Talk Club lessons are: the right of withdrawal ends earlier if delivery of the downloadable file starts with the buyer's clear, prior consent, given after being told that consent means losing the right of withdrawal.

2. How that consent works at checkout

When you check out in the shop, you'll see a separate consent checkbox, kept apart from the rest of the order confirmation, worded along the lines of I agree to immediate delivery of this digital content and I understand that I lose my right of withdrawal once the download starts. Without that checkbox ticked, we can't hand over the file right after payment, so buying without it may mean waiting longer for access, until the withdrawal period ends or you give that consent.

3. What that means in practice

Once you tick the consent box and download the file, the contract is fulfilled and there's no refund for withdrawal, in line with the rule above. If you don't download the file and don't consent to immediate delivery, you can still withdraw within the normal period, the same as with any other distance purchase, through the contact form or at the address named in the Terms of Sale, under Who you're buying from.

4. When a file is faulty or won't open

Losing your right of withdrawal after downloading doesn't apply when a file is faulty, corrupted, incomplete or won't open despite meeting the technical requirements set out in the Terms of Sale. That's not a withdrawal situation, it's a complaint: contact us through the contact form or at the address named in the Terms of Sale, under Who you're buying from, describing the problem and including your order number. Once we confirm the fault, we send a corrected file or refund what you paid, whichever fits the situation.

5. How to request a refund or withdrawal

Where withdrawal applies to you, request it in writing, through the contact form on the site or by email at [to be completed: order and complaints email address], with your order number. You don't need to give a reason. Once we receive your request, we refund what you paid using the same payment method used for the purchase.

6. Getting your money back

Refunds go through Stripe, the same payment provider that handles checkout, whether you originally paid by card, Przelewy24 transfer or BLIK. How long the refund takes to show up depends on your bank or payment provider and can vary.