Refund Policy

Digital products and your refund rights

The toolkits sold at unwritten.health/toolkits are digital products. When you complete checkout, the files are made available to you immediately and you keep them after. By completing checkout, you confirm that you understand this and that you expressly consent to the immediate supply of the digital content.

As permitted under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, this means the standard 14-day right to cancel does not apply once download has started. This page sets out the limited circumstances in which we will issue a refund.

When we will refund

We will refund a purchase, in full, in these situations:

• You purchased the wrong product by mistake and have not yet downloaded any of the files
• You changed your mind within 24 hours of purchase and have not downloaded any of the files
• A technical issue prevents you from downloading or opening the files, and we cannot resolve it within five working days of you reporting it
• The product you received is materially different from what is described on the toolkits page (we will make this judgement in good faith)

When we will not refund

We will not refund in these situations:

• You downloaded the files and decided you did not want them
• You read, copied, or used the contents and concluded that the resource was not useful for your specific work
• You changed your mind more than 24 hours after purchase, having downloaded any of the files
• You purchased the Complete Bundle and have downloaded one or more of the included files
• You bought the product more than 30 days ago, regardless of reason
• You purchased a custom team or enterprise licence (refund terms in those cases are agreed in your bespoke contract)

How to request a refund

Email chat@unwritten.health within 30 days of your purchase. Include:

• The email address you used at checkout
• The product name (or the bundle if you bought the bundle)
• The specific reason you are requesting a refund, mapped to one of the categories above
• Confirmation that you have not downloaded the files (where the eligible reason requires this)

We review every request in good faith, typically within five working days. We will tell you the outcome by email. If a refund is approved we process it through Lemon Squeezy, our payment processor and Merchant of Record, within two working days. The funds will appear on your original payment method within five to ten working days after that, depending on your card issuer or bank.

Approved refunds also revoke your licence to use the toolkit and any future access to download links. By requesting a refund you agree to delete any local copies of the files.

If you are not sure before you buy

We would rather answer a question up front than process a request afterwards. If you want to know whether a toolkit will be useful for your specific work, write to chat@unwritten.health before you buy. We will tell you, honestly, whether it is the right resource for you.

Statutory rights

Nothing in this policy affects your non-excludable statutory rights as a consumer under UK or EU law. As above, by completing checkout for a digital download you expressly consent to immediate supply and acknowledge that your statutory right of withdrawal under the Consumer Contracts Regulations ends once download begins. Where any provision of this policy is found unenforceable, the remainder continues to apply.

Contact

Unwritten Health Ltd
Swan Buildings, 20 Swan Street, Manchester, M4 5JW, United Kingdom
Email: chat@unwritten.health
Company No. 16561594 · ICO Registration ZC109542