Refund & Cancellation Policy

Anna Innovation Solutions (AIS)

Including AIS Premium Business Library and AIS Smart Tools

Last updated: 10 October 2026

Jurisdiction: United Kingdom

1. About This Policy

Anna Innovation Solutions (AIS) is a UK-based sole-trader business operated by Anna Balandynowicz.

We supply downloadable digital products, including Excel spreadsheets, PDF documents, ZIP packages, business templates, checklists and operational toolkits.

This policy explains customers' cancellation rights, how refunds are handled and what happens if a purchased digital product does not work as described.

This policy applies to purchases made through our Payhip store and any other AIS sales channel that expressly adopts it.

Nothing in this policy limits or excludes statutory consumer rights.

2. Digital Product Delivery

AIS products are delivered electronically rather than as physical goods.

Following successful payment, customers will normally receive access to their purchased files through the checkout confirmation page, download link or order confirmation email.

Customers should check the product description, file formats, software compatibility and applicable licence terms before purchasing.

If a customer experiences a download problem, they should contact AIS using the details in Section 10.

3. Your Right to Cancel

For UK consumers purchasing digital content online, the usual statutory cancellation period is 14 days from the day the contract is entered into.

However, different rules apply where a customer requests immediate access to downloadable digital content.

AIS will respect all applicable cancellation rights.

4. Immediate Digital Downloads

Where a customer requests access to digital content before the end of the statutory cancellation period, AIS will apply the requirements of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For the usual 14-day cancellation right to be lost when supply begins, the customer must have expressly consented to immediate supply and acknowledged that the cancellation right will be lost.

The required confirmation of that consent and acknowledgement must also be provided in accordance with the applicable regulations.

Where these requirements have been satisfied and supply has begun, the customer will ordinarily no longer have the statutory right to cancel simply because they have changed their mind.

If the legal requirements have not been satisfied, the customer's applicable cancellation rights remain in place.

This does not affect statutory rights relating to faulty, defective or incorrectly described digital products.

5. Faulty or Incorrectly Described Digital Products

Under the Consumer Rights Act 2015, digital content supplied to consumers must meet applicable statutory standards, including satisfactory quality, fitness for purpose where relevant and conformity with its description.

If a purchased product does not meet these requirements, customers may be entitled to legal remedies.

Depending on the circumstances, these may include:

• Repairing or correcting the digital product.
• Providing a suitable replacement.
• An appropriate price reduction, which may amount to a full refund where legally required.
• Other remedies available under applicable law.

AIS will address verified product defects within a reasonable time and without significant inconvenience to the consumer.

We will not refuse a statutory remedy merely because the product has already been downloaded or opened.

6. Technical Problems and Download Assistance

If a customer cannot access a purchased file or experiences a technical problem, AIS will investigate the issue.

Depending on the circumstances, we may:

• Provide a replacement download link.
• Supply another copy of the purchased file.
• Correct a verified technical defect.
• Provide guidance about supported software or file compatibility.
• Offer an appropriate refund or other remedy where required by law or agreed as a goodwill resolution.

Customers should describe the problem and provide relevant order details.

We may request a screenshot or description of an error, but customers should not send confidential business, personal or financial information unless necessary.

7. Change-of-Mind Refund Requests

Where a customer retains a statutory right to cancel, AIS will honour that right.

Where the right to cancel has been lawfully lost following the start of immediate digital supply, AIS is not generally obliged to provide a refund solely because the customer has changed their mind.

However, AIS may consider discretionary goodwill refunds on an individual basis.

Relevant circumstances may include accidental duplicate purchases or other exceptional situations.

Providing a discretionary refund does not create an automatic entitlement to similar refunds in future cases.

8. Product Compatibility and Customer Use

AIS provides information about relevant file formats and software requirements in product descriptions or accompanying documentation.

Customers are encouraged to check compatibility before purchasing.

A product may require specific software, such as a supported version of Microsoft Excel.

AIS will not normally provide a discretionary refund where a customer purchases a clearly described product despite knowing that their equipment or software does not meet its disclosed requirements.

This does not affect any statutory rights, including where compatibility information was inaccurate, misleading or insufficient.

Customers are responsible for checking information they enter into spreadsheets and other templates.

A disagreement with a result caused solely by incorrect customer inputs does not necessarily indicate a defect in the purchased product.

9. Refund Processing

Where a refund is due under applicable consumer law, AIS will process it within the legally required period.

For a valid cancellation under the statutory cancellation rules, refunds will normally be issued within 14 days of AIS being informed of the cancellation.

For a price reduction or refund due under the applicable digital-content provisions of the Consumer Rights Act 2015, the relevant statutory time limits will apply.

Refunds will normally be made using the original payment method unless the customer expressly agrees otherwise.

Customers will not be charged an administration fee for exercising statutory refund rights.

Refund processing by banks or payment providers may affect when the funds become visible in the customer's account.

10. How to Request a Cancellation, Refund or Assistance

Customers should contact:

Anna Innovation Solutions (AIS)

Email: info@annainnovationsolutions.com

Please provide:

• The name used for the purchase.
• The order number, where available.
• The product purchased.
• The date of purchase.
• A brief explanation of the request or technical issue.

For cancellations, customers should clearly state that they wish to cancel the contract.

Where statutory cancellation rights apply, a customer may exercise those rights by sending a clear cancellation statement within the applicable period. Use of a specific form is not mandatory.

Customers should avoid emailing payment card details, passwords or unnecessary sensitive information.

AIS will review the request and explain the available next steps.

11. Business Purchases

Some AIS products are intended for professional or business use.

Customers purchasing wholly or mainly for business purposes may not qualify for the statutory rights that specifically apply to consumers.

For business-to-business purchases, applicable contractual terms and product licence conditions will govern cancellation and refunds, subject to relevant law.

AIS may consider reasonable requests for correction, replacement or discretionary refunds where appropriate.

A product's suitability for professional use does not, by itself, determine whether a particular customer has purchased as a consumer or a business.

12. Relationship With Other AIS Policies

This Refund & Cancellation Policy should be read together with:

• AIS Terms & Conditions.
• AIS Privacy Policy.
• Any product-specific licence agreement.
• Any additional terms clearly disclosed before purchase.

Where mandatory consumer law provides greater protection than these documents, the applicable legal protection will prevail.

13. Changes to This Policy

AIS may update this policy to reflect changes in our products, operating arrangements or legal requirements.

Updated terms will ordinarily apply to purchases made after the relevant changes take effect.

Changes will not retrospectively remove rights already acquired by customers.

14. Contact Information

Anna Innovation Solutions (AIS)

Operated by Anna Balandynowicz

Email: info@annainnovationssolutions.com

Website: annainnovationssolutions.com

Store: payhip.com/AnnaInnovationSolutions

Practical tools. Brighter decisions.