Refunds and cancellation

1. Assistance and refund requests

For a missing delivery email, an inaccessible ZIP, damaged or incorrectly described content, cancellation or a refund request, email hello@orbisignalhq.com. Include the checkout email address, approximate purchase date and the problem or request; do not send card numbers or other payment credentials. We will coordinate with Stripe Managed Payments as appropriate. Customers may also contact Stripe's Link transaction-support channels using their receipt.

A refund request is not automatically declined merely because a download link was issued or a ZIP was downloaded. We consider the reason for the request, applicable legal rights and Stripe's Managed Payments policies.

2. UK consumer cancellation rights

A UK individual consumer who enters into a qualifying distance contract for downloadable digital content normally has 14 days after the contract is made to cancel without giving a reason. Where this right remains available, a clear email stating the wish to cancel is sufficient if sent before the deadline. A model cancellation notice is given in section 8; it is optional.

For delivery to begin during the cancellation period in a way that removes the change-of-mind right once supply begins, the consumer must first give express consent, acknowledge the loss of the cancellation right and receive confirmation of that consent and acknowledgement on a durable medium as required by law. Agreement to general purchasing terms alone does not suffice. If those conditions are not met, we will not assert that the cancellation right was lost merely because a link was sent or content downloaded.

Where a statutory cancellation refund is due, it must be arranged without undue delay and normally within 14 days after notification of cancellation, subject to the applicable legal rules. Refunds are ordinarily made using the original payment method, without a refund fee to the consumer. Stripe, as merchant of record for eligible Managed Payments purchases, processes the payment refund. The time for a credit to appear in the customer's bank account can vary.

3. Problems with the product

Consumer rights relating to digital content of satisfactory quality, fitness for purpose where legally applicable, and compliance with its description are separate from the change-of-mind cancellation right. For defective or non-conforming digital content, consumers may be entitled to repair or replacement and, if these remedies are unavailable, unsuccessful or unreasonably delayed, a price reduction or refund under applicable law. Failure to supply digital content can also give rise to remedies.

We will investigate inaccessible downloads and, where appropriate, provide a working file, replacement access or another legally required remedy. A seven-day retrieval window or five-download limit will not be used to deny remedies for technical delivery failures or other mandatory consumer rights.

4. Business customers

Genuine business purchases do not carry the UK's statutory consumer 14-day change-of-mind right. We will consider requests for refunds or replacement access in cases of non-delivery, corrupted files or a material mismatch with the product description, alongside applicable contractual rights. Other change-of-mind business refunds are discretionary, subject to Stripe Managed Payments' applicable refund policies.

5. International customers

Purchasers outside the UK may have additional or different mandatory consumer rights. We will respect rights that cannot lawfully be excluded in the purchaser's country. This page is not intended to summarise every jurisdiction's law.

6. Stripe Managed Payments

For eligible purchases, Stripe's Managed Payments service acts as merchant of record and provides payment-level support and refund handling. Customers can request a refund through Stripe/Link support or contact OrbiSignal about the product. Stripe may issue refunds at its discretion within 60 days of a purchase, even where OrbiSignal's policy would otherwise be more restrictive. This does not mean every purchase has an automatic 60-day change-of-mind refund entitlement.

OrbiSignal has configured Stripe to contact us for input on refund requests. Stripe may nevertheless resolve a request without our input if we do not respond within 48 hours. Mandatory statutory rights take priority over discretionary policies. Any refund due under applicable law will be handled accordingly.

7. Download access following refund

Following a full refund or qualifying payment dispute, the private download link will normally be revoked. Revocation stops further downloads through the service but cannot erase a ZIP already saved by the purchaser. Any effect of cancellation or refund on ongoing permission to use saved copies will be communicated as applicable and will not override mandatory statutory rights.

8. Example cancellation request

Optional cancellation notice — addressed to OrbiSignal Ltd, 8 James Road, Dartford, Kent, DA1 3NF, United Kingdom; email hello@orbisignalhq.com.

“I hereby give notice that I cancel my purchase of the OrbiSignal UK Cryptoasset Readiness Toolkit. Purchase date: [date]. Name: [name]. Checkout email: [email]. Address (if needed to identify the order): [address]. Date of notice: [date].”

You need not use these exact words or supply irrelevant information; any clear statement of cancellation is sufficient where a statutory right exists. Sending the notice before the cancellation deadline is normally sufficient.

9. Further information

Please read our Digital product purchasing terms, Purchasing information and Privacy notice. Nothing in this policy excludes or restricts mandatory statutory rights.

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