Summary
Our policy ensures you can cancel most online purchases within 14 days, return faulty or misdescribed goods for a full refund, and receive refunds without undue delay. It details timeframes, methods, exclusions and your statutory rights under UK law.
1) What this policy covers
This policy applies to purchases made directly from Assistance4U via our website, payment links, or by phone/email order.
2) Digital template packs (delivered by email)
Before delivery:
• You may cancel your order at any time before your template pack is delivered. If you cancel before delivery, you will receive a full refund.
After delivery:
• Because templates are digital products delivered electronically, we do not accept “returns” after delivery.
• If a template pack is faulty, corrupted, missing key files, or not as described, we will fix the issue, replace the files, or refund you as appropriate.
3) Template Completion Service (optional add-on)
This is an optional service where we insert your details into the template based on the information you provide and send you a finished document to review.
• You may cancel the Template Completion Service before work starts for a full refund of that add-on.
• If you ask us to start work and then cancel after work has begun, we may charge a proportionate amount for work already completed (and refund the remainder).
4) How to request a refund or fix
Email: info@assistance4u.co.uk
Please include:
• Your name
• The email/phone used at purchase
• Order details (date and amount)
• The reason (cancellation before delivery / technical issue / not as described)
We aim to respond within 2 business days (Mon–Fri). No weekend replies.
5) Refund method and timing
Approved refunds are returned to the original payment method. Where applicable, we process refunds within 14 days of agreeing the refund.
6) If you’re unhappy (please contact us first)
If something isn’t right, contact us and we’ll do our best to resolve it quickly (replacement files, corrections, or a refund where appropriate). This helps avoid delays and unnecessary chargeback disputes.
7) Digital Goods Policy
Because our products are digital templates delivered by email, orders can be cancelled any time before delivery.
Once delivered, digital templates are non-returnable unless faulty or not as described. If there is a technical fault or a mismatch with the description, we will fix, replace, or refund as appropriate in line with UK consumer law.
Last updated: 23rd December 2025
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