COACHALL | Refund and Cancellation Policy www.coachall.co.uk Refund and Cancellation Policy Coachall | C.R.E.A.T.E. Programme | Effective from date of publication This policy explains your rights to cancel an order and request a refund when purchasing digital products from Coachall, operated by Spencer Hall, via www.coachall.co.uk or any third-party platform through which our products are made available. It should be read alongside our Terms and Conditions of Sale. 1. Digital Products and Your Statutory Cancellation Right Our products are supplied as digital downloads (PDF and/or Word documents). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers normally have a 14-day right to cancel an order. For digital content, however, this right ends as soon as download begins, provided that: (a) you gave express consent for delivery to begin immediately, and (b) you acknowledged, before purchase, that doing so means you lose your right to cancel. Both of these confirmations are required at checkout before your purchase can be completed. Once you confirm and the download begins, the order is treated as fulfilled and your statutory cancellation right no longer applies. 2. If You Have Not Yet Downloaded Your Purchase If you have completed payment but have not yet accessed or downloaded the file, you may request to cancel your order within 14 days of purchase for a full refund. To do so, contact spencer@coachall.co.uk with your order reference. 3. Faulty or Materially Defective Files If the file you receive is corrupted, fails to open, is incomplete, or is materially different from the product description, you are entitled to a replacement file or, if that is not possible or acceptable to you, a full refund. Please report this to spencer@coachall.co.uk within 14 days of purchase, describing the issue. This is a right that exists regardless of whether you have already downloaded the file, and is separate from the statutory cancellation right described above. 4. Change of Mind Because our products are digital and delivered instantly, we are not able to offer refunds for a simple change of mind once a file has been downloaded, in line with the statutory position set out in Section 1 above. We encourage you to review the product description, sample pages, and any preview material carefully before purchasing. 5. How Refunds Are Processed Where a refund is approved under this policy, it will be issued to the original payment method used at checkout, normally within 5 to 10 working days of approval. We will confirm by email once a refund has been processed. 6. Your Other Statutory Rights Nothing in this policy affects your other statutory rights as a consumer under the Consumer Rights Act 2015, including your right to digital content that is of satisfactory quality, fit for purpose, and as described. 7. Contact Page 1 of 2 COACHALL | www.coachall.co.uk COACHALL | Refund and Cancellation Policy www.coachall.co.uk For any question about this policy or to make a refund request, contact spencer@coachall.co.uk. We aim to respond within 5 working days. Coachall | Spencer Hall | www.coachall.co.uk | spencer@coachall.co.u