PUBLISHED CUSTOMER ISSUE — EFFECTIVE 27 AUGUST 2026

Document code: COM-CRC-001

Version: 1.0 — Founding Edition

Status: Published customer issue

Document owner: Founder and Director

Applies to: Eligible UK digital products supplied under an Individual Licence

Effective date: 27 August 2026

Vital Adaptation Ltd

Purchases, Refunds and Complaints Information

Initial UK digital products supplied under an Individual Licence

This document explains how digital purchases are supplied, when cancellation or refund rights may apply, and how to raise a concern or complaint. Nothing here removes or restricts a statutory right that cannot lawfully be removed or restricted.

Part 1 — Scope and contacts

1. About this information

This document applies to eligible digital products sold by Vital Adaptation Ltd, including the Vital Adaptation Professional Practice Framework, the Occupational Therapy Governance Toolkit and their approved Individual Bundle, each supplied under the Vital Adaptation Individual Licence.

It should be read with the Master Terms of Sale, the applicable Individual Licence, the Product Schedule, the Order Confirmation and the Customer and Purchaser Privacy Notice.

2. Seller and contact details

Seller: Vital Adaptation Ltd, company number 15693670.

Registered office or approved public address: 65 Crouch Avenue, Hullbridge, Hockley, England, SS5 6BS

Customer support email: vitaladaptation@gmail.com

Complaints email: vitaladaptation@gmail.com

Privacy email: vitaladaptation@gmail.com

Website: https://www.vitaladaptation.com/

Please include your order reference where possible.

Part 2 — Before purchase and digital delivery

3. Before you buy

Before ordering, review the product title and edition, package contents, file formats, intended audience, professional basis, licence scope, technical requirements, price, tax presentation, support, updates and exclusions. The Product Schedule is the controlling product-specific description.

The initial products are supplied to one named individual. They do not include team, organisational, shared-folder, consultancy-distribution, education-provider, train-the-trainer, multi-site or international rights unless expressly agreed in writing.

4. Price and payment

Current approved initial prices are £25 for the Framework route, £79 for the OTGT route and £95 for the Individual Bundle route, each under the Vital Adaptation Individual Licence. Payment is required in full at checkout unless expressly agreed otherwise in writing.

Vital Adaptation Ltd is not currently registered for VAT and does not itself currently charge VAT. Any platform-calculated, collected or displayed tax and the total payable will be shown before payment. No undisclosed compulsory charge will be added by Vital Adaptation after purchase.

5. Digital delivery

Products are supplied digitally by the method shown before checkout. This may include a download link, customer download page, ZIP package, separate files or access through an approved sales platform. No physical copy is included unless expressly stated.

The Order Confirmation should identify the seller, product and edition, named Authorised User, price, applicable tax, purchase date, order reference, delivery instructions, contractual documents, immediate-supply acknowledgement and contact routes.

6. Immediate digital supply

Where the product is made available immediately, checkout must ask you separately to expressly request and consent to immediate digital supply and to acknowledge that, once supply begins, the statutory 14-day change-of-mind cancellation right for the digital-content contract will be lost.

Supply begins when the files are made available for download, an access link is sent, account access is enabled or the content is otherwise made available. You do not need to open every file for supply to have begun. Statutory rights concerning faulty, misdescribed or non-conforming digital content remain unaffected.

7. Your delivery responsibilities

You are responsible for providing a valid email address, protecting access credentials, downloading files within any disclosed access period, maintaining appropriate backups and using compatible software. Failure to retain a personal backup does not automatically create permanent replacement access, although replacement may be provided where appropriate or legally required.

8. Delivery or technical problems

Contact us promptly if no access link is received, a listed file is missing or corrupted, the package cannot reasonably be downloaded, the content materially differs from its description, or it cannot reasonably be accessed using the stated technical requirements.

Please provide your name, purchase email, order reference, purchase date, affected filename and a brief description of the issue. Relevant error messages or screenshots may help. Do not send unnecessary confidential, client or patient information.

Part 3 — Cancellation and refunds

9. Cancellation before digital supply begins

Where a statutory cancellation right applies and digital supply has not begun, you may notify Vital Adaptation that you wish to cancel. A valid cancellation before supply will be handled in accordance with applicable law.

10. Change of mind after immediate supply

Where you expressly request immediate supply and acknowledge the loss of the cancellation right, the ordinary 14-day change-of-mind right ends when supply begins. This does not remove rights where the digital content is faulty, misdescribed or otherwise does not conform to the contract.

11. When a refund is not normally due

A refund is not normally due merely because you change your mind after immediate supply begins, decide not to use the product, do not have time to read or implement it, expected an outcome that was not promised, later decide it is not relevant to your role, use unsupported software, fail to retain files or credentials, breach the Individual Licence, or expected wider rights that were clearly excluded.

Every request will still be considered fairly and in accordance with applicable law. Vital Adaptation does not operate a blanket “no refunds” rule.

12. Faulty, missing or misdescribed digital content

Contact us if the content is not supplied, is not of satisfactory quality, is not fit for a particular purpose made known where the law applies, materially differs from its description, contains a missing or corrupted listed file, cannot reasonably be accessed using the stated requirements, or otherwise does not conform to the contract.

Depending on the circumstances and applicable law, the remedy may include repair or replacement, renewed access, supply of a missing file, correction, price reduction or refund. Where the purchaser qualifies as a consumer, these statutory remedies are not displaced by the Licence, refund information or immediate-supply acknowledgement.

13. Duplicate purchases

A genuine accidental duplicate purchase may be refunded or otherwise resolved where the same purchaser bought the same Individual Licence more than once, the duplication is reasonably evident and no wider use has occurred. This does not create a general refund right for a valid non-duplicate purchase.

14. Refund method

Approved refunds will normally be returned through the original payment route to the original payer and recorded in the transaction record. Bank and payment-provider processing times may vary. No deduction will be made unless lawfully and contractually permitted.

15. Licence breach and refunds

Suspension or termination following a material licence breach does not automatically create a refund entitlement. This does not affect a statutory remedy concerning the original condition, description or supply of the digital content.

Part 4 — Queries, complaints and outcomes

16. Raising a query or concern

You may contact us about payment, duplicate purchases, missing confirmations, delivery, technical access, missing or corrupted files, product descriptions, licences, cancellation, refunds, customer service, accessibility, privacy or information handling. Raise concerns promptly where possible so they can be investigated while relevant information remains available.

17. How to make a complaint

Complaints may be made by email or in writing to the contact details in section 2. Include, where possible, your name, contact details, order reference, purchase date, product, what happened, relevant dates, the outcome sought and supporting evidence.

You may ask another person to assist or represent you where their authority can be confirmed and confidentiality protected. Reasonable adjustments will be considered where needed to make the process accessible.

18. Acknowledgement and response times

A complaint should normally be acknowledged within five working days. The acknowledgement should identify who is managing it, whether further information is needed and the expected response timescale.

A written response should normally be provided within one calendar month. If more time is reasonably needed, we will explain the reason, what remains to be completed and the revised expected response date.

19. Investigation

A proportionate investigation may include reviewing the order, Product Schedule, applicable Terms and Licence versions, checkout acknowledgements, fulfilment evidence, correspondence, technical information and any relevant legal or governance requirements. Further clarification or evidence may be requested.

The investigation will be fair, respectful, objective, confidential and appropriately documented. Where the Founder and Director is directly involved, an independent reviewer may be sought where proportionate and practicable.

20. Possible outcomes

Depending on the circumstances, an outcome may include an explanation, clarification, apology, correction, renewed access, replacement of a file, completion of missing delivery, review of a refund decision, price reduction or refund where appropriate, or a change to a document, process or control.

A complaint will not always result in the outcome requested, but the reasons for the decision will be explained.

21. Data-protection concerns

Concerns about personal information will be handled under the Customer and Purchaser Privacy Notice and applicable data-protection complaints arrangements. You may also have the right to complain to the Information Commissioner’s Office.

22. Urgent risks and external routes

This complaints process is not an emergency service. Where a concern indicates immediate danger, serious fraud, unlawful distribution, a significant cyber incident, a serious personal-data breach or another urgent legal or safeguarding risk, Vital Adaptation may take immediate protective action or refer the matter to an appropriate authority, insurer, adviser, regulator or service.

Other relevant routes may include the payment provider, card issuer, sales platform, Information Commissioner’s Office, professional regulator, insurer, court, statutory authority or an alternative dispute-resolution provider where applicable. Vital Adaptation cannot provide legal advice or control another organisation’s process.

Part 5 — Feedback, records and accessibility

23. Compliments and feedback

Vital Adaptation welcomes compliments, suggestions, accessibility feedback, reports of errors and comments about usefulness, implementation or time saved. Feedback may support product improvement, corrections, support planning, pricing review and future-resource development.

Identifiable feedback or testimonials will not be published without an appropriate lawful basis and permission where required. A purchaser is not required to provide a testimonial.

24. Toolkit price review

The Occupational Therapy Governance Toolkit launch price is £79. It will be reviewed after six months from launch or 20 OTGT Individual purchases, whichever occurs first. The review may consider purchaser feedback, usefulness, evidence of time saved, demand, comparable resources and development or delivery costs. Feedback does not guarantee a particular future price or product change.

25. Privacy and records

Vital Adaptation may retain proportionate records of purchases, Authorised Users, checkout acknowledgements, delivery, support requests, refund requests, complaints, decisions, remedies and correspondence. Information will be handled under the Customer and Purchaser Privacy Notice and applicable retention controls.

26. Accessibility

Tell us if you need information in another format, more time, communication support or another reasonable adjustment. Proportionate efforts will be made to support access to customer service and the complaints process. The purchase does not guarantee conversion of every product file into every alternative format, but reasonable requests will be considered.

Part 6 — Contract relationship

27. Relationship with the contractual documents

The documents should be read together. The Order Confirmation identifies what was purchased; the Product Schedule defines product-specific contents and scope; the Individual Licence defines permitted and prohibited use; and the Master Terms of Sale govern general sale, payment, delivery, remedies and liability. Nothing in this document reduces a mandatory statutory right.