We are based in the European Union, so EU law as laid out on the EU’s offical relevant web page Shopping Online Within the EU is binding.
Digital Products
The TL;DR from the EU:
- online digital content that has been downloaded cannot be refunded;
- if you are not certain about a digital purchase, make sure to not download the product to remain eligible for a refund up to 14 days from the date of purchase.
For example: you may make use of a temporary sale and purchase a digital product, but after what the EU calls a “cooling off” period, you realise how hot-headed you were and may reconsider the value proposal of the purchased product. In this cased, as long as you have not downloaded the product, it remains refundable for up to 14 days.
Services
Similar to digital products, services are non-refundable as soon as they are considered complete and fulfilled:
- a service can be fully refunded for up to 14 days as long as the fulfilment of the service has not commenced;
- no refunds for a fulfilled service, cf. below for an example;
- partial refunds may or may not be available for partially rendered services, at the sole discretion of the Company.
As an example for determining when a service is considered fulfilled: if a script is submitted for publication and the service purchased is about the production of a validated EPUB file, the service is considered fulfilled as soon as the EPUB file is made available to the Customer, not when the EPUB has been assigned an ISBN and is available for purchase at a regular book store; unless such ISBN is explicitly part of the service. Logophilia’s services have a pretty granular structure for the express intent of keeping things simple.
In case of service bundles, e. g. bundling the service of EPUB production and ISBN assignment into one package, any individual services are non-refundable as soon as they are completed. For example, if the EPUB has been produced and made available to the Customer, the service charge for the EPUB is not refundable, while the ISBN assignment may still be refundable.