Customer care

Refund and Cancellation Policy

We want orders to be clear and digital access to work. This policy explains change-of-mind cancellations, problems with content and how to request help.

Effective and last updated: 2 August 2026

Pre-orders before release

You may cancel a pre-order for ReadReps Foundation Book One for a full refund at any time before the finished digital content is supplied. The scheduled release is 7:00 am British Summer Time on 6 August 2026. If release is materially delayed, we will tell affected customers and offer an appropriate new date or a full refund.

Digital content and the 14-day cancellation period

Consumers normally have 14 days to cancel a distance contract. Digital content is treated differently once supply begins. If you expressly request supply during that period and acknowledge that you will lose the change-of-mind cancellation right when supply begins, that right ends when the finished PDFs or other purchased digital content are supplied.

If you have not received or accessed the finished product, contact us within 14 days of purchase to request cancellation. If the legally required consent, acknowledgement or confirmation for supply during the cancellation period was not validly obtained, your cancellation rights remain as provided by law. Rights relating to faulty, unavailable or misdescribed content are separate and are not lost when digital supply begins.

When we will help or refund

Contact us if:

• the content cannot be downloaded or accessed and troubleshooting does not resolve it;
• either PDF is materially faulty, corrupted or not as described;
• a genuine technical failure uses one of the five permitted download attempts without delivering the file;
• an advertised video or backing track is unavailable and we cannot restore it or provide a reasonable alternative;
• you were charged more than once for the same order;
• an unauthorised or incorrect amount was charged; or
• another statutory remedy applies.

Depending on the circumstances and the law, we may restore a download attempt, repair access, replace a file or online resource, provide a reasonable alternative, give a price reduction or issue a full or partial refund. We may decline a change-of-mind request after validly consented digital supply has begun, but we will not refuse a remedy that the law requires.

How to request a cancellation or refund

1. Email robbie@readreps.app, visit ReadReps Support, or reply to the support email shown in your Payhip receipt.
2. Include your name, order email, order or receipt number, purchase date, product name and a short explanation.
3. For a cancellation, you may use our model cancellation form, although this is not compulsory.

We aim to acknowledge requests within three working days. Where a cancellation or refund is due, we will send it to the original payment method without undue delay and within any period required by law, normally no later than 14 days after we are informed of an eligible cancellation. Your bank or payment provider may take additional time to display the credit.

Access after a refund

When an order is refunded or cancelled, the licence to use the digital product ends and access may be disabled. You must stop using and delete copies where legally required, except for records you are entitled to keep.

Payment disputes

Please contact us before opening a chargeback so we have an opportunity to resolve the issue. This does not remove any right you have to contact your bank, card issuer or payment provider.