Refund and returns
What happens if something is not right with your order.
Digital documents and policy packs
Our policies, procedures and templates are supplied as digital downloads. Because they are delivered instantly and cannot be returned once accessed, orders for digital products are non-refundable once the download link has been opened.
If a file is corrupt, incomplete or you were charged twice, contact us within 14 days and we will replace the file or refund the payment in full.
Consultancy and registration support
Services can be cancelled for a full refund any time before work begins. Once work has started, we refund the balance of any hours or milestones not yet delivered.
Subscriptions
Monthly subscriptions can be cancelled at any time and stop at the end of the current billing period. We do not pro-rata part months. Annual plans can be cancelled within 14 days of the first payment for a full refund.
How to request a refund
Email hello@cqcexperts.com with your order reference and what went wrong. We respond within two working days and process approved refunds to the original payment method within 14 days.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
Something not right with your order?
Tell us what happened within 14 days and we will put it right — replacement file, corrected pack or refund where it applies.
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See what we can do for you.
Prefer to talk now? 01462 222600 · hello@cqcexperts.com