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Ask Eijaz

Refund Policy

When Ask Eijaz refunds a purchase and when it doesn't — instant digital delivery, the free sample, broken downloads, duplicate charges, and how to get a dead link reissued.

Last updated 23 August 2026. This is the refund policy for paid downloads. It sits alongside section 5 of the Terms of Service, which says the same thing in the context of the whole agreement. It is not legal advice.

Purchases are sold and processed by Dodo Payments, acting as Merchant of Record. Dodo is the seller on your receipt and issues any refund back to your original payment method. We decide whether a refund is due; Dodo executes it.

Try before you pay

Every book has a free sample covering a full chapter, printed exactly as it appears in the book, plus the contents. It is published so you can judge the writing, the depth and the approach before spending anything — no email address, no sign-up. Please read it: it is the honest answer to “is this for me?”, and it is why the policy below is what it is.

Samples currently published: Download the Make It Match sample (PDF, 15 pages)

Change of mind

Files are delivered digitally and immediately: download links appear at checkout and are emailed to you. Because a downloaded file cannot be given back, there is no general change-of-mind refund.

By completing a purchase you consent to immediate delivery and acknowledge that, once downloading has begun, any statutory right of withdrawal for digital content no longer applies. This does not affect mandatory consumer-protection rights you have where you live.

When we refund in full

No quibbling, no restocking fee, no partial credit. Get in touch and we’ll sort it out if:

  • The wrong file was delivered, or the download doesn’t work at all.
  • You were charged twice, or charged in error.
  • The file is corrupt or won’t open.
  • The product doesn’t work on a version of Excel it says it supports. Each product states the versions it was written and tested against.
  • The product is materially not as described. If what you got isn’t what the page promised, that’s on us.

Where we can put the problem right — a fresh file, a working link, the correct product — we’d rather do that first. If we can’t, you get your money back.

This is the most common thing people write in about, and it usually isn’t a fault.

Download links are presigned and expire roughly 15 minutes after they’re issued, which is deliberate — it stops a forwarded email turning into a public download. If your link has gone dead, you don’t need a new purchase and you don’t need us:

Open the Dodo Payments customer portal linked in your receipt email and re-issue the link yourself. It works indefinitely and is the intended recovery path. The emailed link is a convenience; the portal is the permanent one.

If the portal doesn’t work for you either, tell us and we’ll get you the files another way.

How to ask

Contact us with the email address you paid with and, if you have it, the order or payment reference from your receipt. That’s enough to find the transaction.

  • Technical problems — a dead link, a corrupt or wrong file: please raise these within 14 days of purchase, while the transaction is easy to trace. We’ll send a fresh, working copy.
  • Billing problems — duplicate or mistaken charges: any time. There’s no window on a charge that shouldn’t have happened.

You’ll get a reply within two business days. Approved refunds are issued by Dodo Payments to your original payment method and typically appear within 5–10 business days, depending on your bank.

Chargebacks

If something’s wrong, please write to us before raising a dispute with your bank. A chargeback costs us a fee and freezes the account it’s raised against, and it’s slower for you than simply asking. We have never refused a refund that was owed.

Updates and revised editions

Corrections and revised editions are free for the life of the product, and access to a version you have already bought is never withdrawn. A product being updated after you bought it is not grounds for a refund — you get the update.

Enquiry-priced licences

Department licences are agreed by quote rather than bought from the site. Their refund and cancellation terms are whatever the written agreement says, and that agreement takes precedence over this page.