The short version
- Because files are delivered instantly and can't be returned, sales are generally final.
- If a file won't open or is broken, you were charged twice, or your download never arrived, we'll fix it or refund you.
- Ask within 14 days of purchase, with your order number, through our contact page.
Why digital downloads are final sale
Care Desk HQ products are digital files (PDFs and spreadsheets) delivered right after purchase. Once a file is downloaded it can't be returned, so we don't offer refunds for change of mind, buying the wrong kit, or no longer needing it.
Not sure which kit fits? Look at Where to start or ask us before you buy. We're glad to help you choose.
When we will refund you
We'll offer a replacement file or a full refund when:
- A file is faulty. It won't open, is missing pages, or is corrupted, and we can't send you a working copy.
- You were charged more than once for the same product in the same order or by mistake.
- Your download never arrived and we can't deliver it within 2 business days of hearing from you.
- The product is materially different from its description on our site.
How to request a refund
Reach us within 14 days of your purchase through our contact page or by email at support@caredeskhq.com. Please include:
- Your order number and the email address used at checkout
- Which product the request is about
- What happened (a screenshot of any error message helps)
We usually reply within 2 business days. Often we can fix a download problem straight away.
How refunds are paid
Approved refunds go back to your original payment method. Depending on your bank or card issuer, it can take 5 to 10 business days to appear. After a refund, your license to use the files ends, and download links may be turned off.
Free products
The Paperwork Before Panic checklist is free, so there's nothing to refund. If it didn't arrive, contact us and we'll send it again.
Chargebacks
If something's wrong, please contact us first. We can usually resolve it faster than a card dispute, and it saves you the paperwork.
Changes to this policy
We may update this policy from time to time. The version in effect when you bought applies to your order.