OnDigital's Customer Refund Guide

 

Guide Owner: Our Legal Team

Published: 1-11-24

Version: 1.0

 

At a glance

This guide explains our approach to refunds. We want to be clear and fair, and these rules are designed to protect your rights. Here are the main points:

• Most of our sales are final. We generally do not offer refunds if you simply change your mind.

• This guide does not change or remove any mandatory legal rights you have in your country.

• If our product is faulty or "not as described," you are entitled to a solution, which may include a refund.

• We are committed to protecting the personal information you share with us.

• For questions, you can always reach us at [email protected].

 

1. Purpose

This guide explains when you can get a refund for products or services you buy from OnDigital. We want to be clear and fair. This guide helps you understand our sales process. It also makes sure our team applies the rules fairly and follows the law for everyone.

 

2. Who this applies to

This guide is for:

• All public customers who buy OnDigital's products and services.

• All OnDigital employees and contractors who handle customer sales or support requests.

 

3. Key terms

Here are a few simple definitions to help you understand this guide.

• Final Sale: This means the purchase cannot be returned or refunded just because you change your mind.1 Most sales at OnDigital are final sales.

• Personal Data: This is any information that is about you or can be used to identify you.3 This includes your name, email address, order number, and support messages.

• Your Legal Rights: These are consumer protections (sometimes called "consumer guarantees") that are guaranteed by your local laws. We must follow these laws, and this guide does not override them.5

 

4. Our commitments

OnDigital will:

• Clearly state when a sale is final before you pay.

• Always honor your legal rights, including any legal guarantees or "cooling-off" periods, in your country.

• Process all eligible refunds or other solutions (like a repair) quickly.

• Protect your personal information and only use it to help you.

• Respond to your support requests within 2 business days.

• Review this guide every year to make sure it is fair and follows the law.

 

5. What we ask of you

To help us resolve your issue quickly, we ask that you:

• Read this guide and our terms of service before you buy.

• Provide a proof of purchase (like an order number) when you contact support.

• Contact us at [email protected] to start a request.

• Give a clear, honest reason for your request (for example, if the product is faulty).

• Provide your information in good faith.

 

6. How it works

Here is the simple process for handling a request:

1. You contact us. You send an email to [email protected] with your order number and the details of your issue.

2. We review your request. Our team will look at your order details and the local consumer laws that protect you (like those in the EU, UK, or Australia) to find the best solution.7

3. We take action.

• If your request is covered by your legal rights (like a faulty product or a "cooling-off" period), we will approve it. We will offer the solution required by law, such as a refund, repair, or replacement.

• If your request is not covered by these laws (like a "change of mind" request for a final sale), we will politely deny the refund. We will explain why and close the request.

 

7. Examples

Here are some common situations and what to do.

• Scenario: You live in the United States. You buy one of our services and decide 10 days later that you don't need it.

• What to do: This is a "change of mind" request. Because the sale is final, it is not eligible for a refund.

• Scenario: You live in the United Kingdom. You buy a digital product, and it is faulty or "not as described." You contact us 5 days later.

• What to do: Contact support at [email protected]. Under the UK's Consumer Rights Act, you have a right to a solution for faulty goods.6 We will process your refund.

• Scenario: You live in Germany (an EU country). You buy an online service. You contact us 10 days later to cancel.

• What to do: Contact support. Under EU law, you have a 14-day "cooling-off" period for most online purchases.8 Your request is eligible for a refund.

 

8. Do / Don’t

This table shows the right and wrong ways to handle this policy.

 

9. How to Get Help

To ask for a refund or get help, please email our team.

• Contact: [email protected]

• What to include: Your name, order number, and a clear description of your issue.

• Expected response time: We will reply to all requests within 2 business days.

 

10. Making Sure We Get It Right

We are serious about fairness. If one of our team members makes a mistake (for example, by denying a refund you are legally entitled to), we will act quickly to fix it.

1. Report: The issue is reported to the Guide Owner.

2. Assess: We review the case to see what went wrong.

3. Act: We will fix the mistake. This may include processing the correct refund and retraining the team member.

4. Learn: We update our training to prevent the mistake from happening again.

 

11. How We Protect Your Information

When you contact us for support, we create a customer service record. This record contains your "personal data".3 We are required by laws like the GDPR and CCPA to protect this data.

• How we use it: We only use this data to help you with your request, to track service issues, and to meet our legal obligations.

• How long we keep it: We keep records of service requests for 36 months after the issue is closed. This helps us resolve any future problems and follow consumer laws. Records for approved refunds are kept for 7 years for financial audits.12

• Your privacy is our priority: We do not use marketing or tracking tools, like Google Analytics, on our support pages.13 We will never sell the personal data you give us during the support process.

 

12. Your Consumer Rights: Our Guarantee

Our policy is built to work with your local consumer laws. They are our most important exception.

• This guide does not change or remove any mandatory consumer rights (called "statutory rights") you have under your local laws.

• For example, in regions like the EU, UK, Australia, and South Africa, you are legally entitled to a solution (like a refund, repair, or replacement) if our product is faulty, not as described, or not fit for purpose.5

• Customers in some regions (like the EU and UK) also have a legal "cooling-off" period to cancel online service contracts.8

Our support team is trained to recognize and approve all requests protected by these laws. This is our promise to you.

 

13. Reviewing This Guide

• Guide Owner: Our Legal Team

• Contact for Questions: [email protected]

• Review Schedule: We review this guide every 12 months.

• Next Review Due: 1-11-26

 

14. Version history

 

 

 

 

Disclaimer: This policy provides general guidance and is not legal advice.