Refund policy

ARTICLE 1 - SCOPE

1.1 This Refund Policy applies to all Digital Products, as defined in Article 2.2 of the Company's Terms of Service, namely ebooks and audiobooks sold by the Company through its website. This Policy supplements and clarifies Article 5 (Refund Policy) of the Terms of Service and does not alter or supersede any other provision of that Agreement.

1.2 This Policy does not apply to Courses, which are excluded from the current scope of the Company's Digital Product offering per Article 2.3 of the Terms of Service and will be governed by a separate policy at the time of their introduction.

 

ARTICLE 2 - REFUND GUARANTEE

2.1 Notwithstanding the general final-sale position described in Article 5.1 of the Terms of Service, the Company voluntarily offers a thirty (30) day money-back guarantee on all Digital Products, calculated from the date of the original purchase confirmation.

2.2 A refund request submitted within the thirty (30) day period will be honored without requirement that the Customer demonstrate a defect in the Digital Product or provide justification for the request. This guarantee reflects the Company's confidence in the quality of its Digital Products and is offered as a voluntary customer assurance measure, not as an admission of any defect, error, or liability.

2.3 Refund requests received after the expiry of the thirty (30) day period will not be honored, except where a longer period is required by non-waivable consumer protection law applicable to the Customer's jurisdiction of residence, consistent with Article 16 (Jurisdiction-Specific Savings Provision) of the Terms of Service.

 

ARTICLE 3 - HOW TO REQUEST A REFUND

3.1 To request a refund, the Customer must submit a request to growth@braeburnhope.com or through the refund request form made available on the Company's website, within the period described in Article 2.1.

3.2 As part of the refund request process, the Customer will be asked to complete a short questionnaire identifying the order number or proof of purchase and, optionally, the reason for the request from a list of common categories (e.g., content did not meet expectations, purchased in error, technical or access issue, other) or free-form comment. Completion of the reason questionnaire is requested for the Company's internal quality and product improvement purposes only and is not a condition of the refund being honored under Article 2.2.

3.3 The information collected under Section 3.2 is handled in accordance with the Company's Privacy Policy, including the data minimization and role-based contact principles described therein. The Company does not require the Customer to submit banking or remittance details as a condition of requesting a refund; refunds are processed to the Customer's original payment method wherever technically possible.

 

ARTICLE 4 - METHOD AND TIMING OF REFUND

4.1 Approved refunds will be issued to the original payment method used at the time of purchase. Where a refund to the original payment method is not technically possible, the Company may request limited additional information solely as necessary to complete the refund by an alternative method, which will be collected and processed in accordance with the Company's Privacy Policy.

4.2 Refunds will typically be processed within ten (10) business days of an approved request, though actual posting time to the Customer's account may vary depending on the Customer's financial institution or payment provider.

 

ARTICLE 5 - EFFECT OF REFUND ON ACCESS AND LICENSE

5.1 Upon issuance of a refund, the sale of the applicable copy of the Digital Product described in Article 3.1 of the Terms of Service is rescinded, and the Customer's authorization to retain, access, or use that copy terminates immediately.

5.2 The Customer agrees to delete or destroy any downloaded copy of the refunded Digital Product in the Customer's possession following issuance of a refund. This obligation exists independently of, and survives, the refund transaction itself, and remains subject to the copyright reservation and anti-redistribution provisions of Article 3 of the Terms of Service.

5.3 For Digital Products delivered via a third-party DRM platform such as BookFunnel, the Company may, where technically supported by that platform, revoke or deactivate the Customer's access credentials following a refund. The Company's ability to do so is subject to the technical capabilities of the applicable third-party platform, consistent with Article 4 of the Terms of Service.

 

ARTICLE 6 - TAX TREATMENT OF REFUNDS

6.1 Where applicable sales tax, GST, or HST was charged and collected on the original purchase, the tax portion will be refunded to the Customer together with the purchase price, and the Company will account for the refunded tax in its next applicable tax filing in accordance with the requirements of the Canada Revenue Agency and, where applicable, relevant United States state tax authorities.

6.2 No additional tax liability is created for the Customer as a result of receiving a refund under this Policy.

 

ARTICLE 7 - ABUSE AND REPEATED REFUND REQUESTS

7.1 The Company reserves the right to decline a refund request, notwithstanding Article 2.2, where the Company reasonably determines, based on objective account or purchase history, that the request forms part of a pattern of abuse of this Policy, including repeated purchase-and-refund cycles for the same or substantially similar Digital Products.

7.2 A determination under Section 7.1 will be based on documented purchase and refund history and not on the content of any reason provided under Article 3.2. The Company will provide the Customer with notice of the basis for any such determination upon request.

 

ARTICLE 8 - RELATIONSHIP TO CHARGEBACKS

8.1 This Policy is offered as an alternative to, and in place of, initiating a payment card chargeback or dispute. Customers are encouraged to contact the Company directly under Article 3 before initiating a chargeback with their financial institution, as a chargeback does not entitle the Customer to a faster or different outcome than a direct refund request under this Policy.

8.2 Nothing in this Article limits the Customer's legal right to dispute a charge with their financial institution. This Article reflects the Company's operational preference and does not constitute a waiver of any right on either party's part.

 

ARTICLE 9 - RELATIONSHIP TO OTHER COMPANY POLICIES

9.1 This Refund Policy is subject to, and should be read together with, the Terms of Service, in particular Article 3 (Sale of Digital Products; Reservation of Copyright), Article 4 (Third-Party Delivery Platforms), Article 8 (Limitation of Liability), Article 15 (Dispute Resolution), and Article 16 (Jurisdiction-Specific Savings Provision), each of which continues to apply in full to any dispute arising from a refund request or denial.

9.2 Personal information collected in connection with a refund request, including any information submitted through the questionnaire described in Article 3.2, is processed in accordance with the Company's Privacy Policy, including its provisions on data minimization, retention, and cross-border data transfer.

 

ARTICLE 10 - AMENDMENT

10.1 The Company reserves the right to amend this Refund Policy at any time by posting the revised policy on its website. The version of this Policy in effect at the time of a Customer's purchase governs that purchase, except where a subsequent amendment provides more favorable terms to the Customer and the Company elects to apply it retroactively.

 

ARTICLE 11 - CONTACT

11.1 Questions regarding this Refund Policy, or refund requests, may be directed to growth@braeburnhope.com.