Legal
Refund Policy
Last updated: 2026-08-20 (draft)
1. Digital goods — general policy
Because Plans are delivered as digital files instantly upon payment, refund eligibility is limited compared to physical goods. [Align final wording with the selected payment provider's own digital-goods refund/dispute rules — Paddle, as Merchant of Record, applies its own policy layer on top of ours; see docs/research/payment-provider-matrix.md.]
2. Eligible cases
[Draft — confirm with business]: files fail to download due to a verified technical fault on our side and the issue cannot be resolved within a reasonable time; the wrong Plan/package was delivered due to our error; a duplicate purchase was made in error.
3. Not eligible
[Draft]: change of mind after successful download; the Plan does not comply with local building regulations (see the disclaimer on every product page — this is inherent to stock plans and known before purchase); customization requests are handled under separate terms.
4. How refunds affect access
Approved refunds automatically revoke download entitlements for the refunded order (see docs/technical/payments.md — this is enforced in code, not just policy).
5. How to request
Email hello@stnplans.com with your order reference. [Insert SLA for response time once support operations are defined.]