Refunds and cancellation

BGC toolkits are digital products. When your payment succeeds, the toolkit is added to your BGC account straight away and you can download it immediately from My BGC. Nothing is posted to you and there is no waiting period.

For most things bought online, consumers have 14 days to change their mind. Digital products you can download straight away are treated differently in law: if you ask for immediate access and accept that you lose the right to cancel, that right ends once the download becomes available to you.

That is exactly what we ask you to confirm at checkout, before you pay. The wording you agree to is:

I want immediate access to this digital toolkit as soon as my payment succeeds, and I accept that once the download is available to me I lose my right to cancel. I have read the Refunds and cancellation policy.

We record that you gave this confirmation, with the date and time, against your order. You cannot pay without giving it, and we will never treat a link in the footer as a substitute for asking you directly.

If you buy as a consumer and expressly agree to immediate digital supply, acknowledging that you will lose your 14-day cancellation right once supply begins, you cannot then cancel simply because you have changed your mind. This does not affect your rights if the toolkit is faulty, inaccessible or not as described.

The statutory consumer cancellation right applies to purchases made as a consumer. If you purchase wholly or mainly for business purposes, we will consider cancellation and refund requests under the terms agreed at checkout and any rights that cannot lawfully be excluded.

Whatever the position above, we will put things right. We refund in full where:

• the files are faulty, corrupted or will not open as supplied;
• the toolkit is materially different from what the product page described;
• you were charged more than once for the same toolkit and licence, or charged for something you did not order;
• a technical fault at our end meant you never received access, and we cannot fix it promptly;
• you bought the wrong toolkit or the wrong licence and tell us before you have downloaded it.

We will not normally refund simply because a toolkit has been downloaded and you have changed your mind, or because you already owned similar material. If you tell us the toolkit was not what you needed, please still get in touch: we would rather understand the problem.

Refunds are handled by hand by a person at BGC. There is no self-service refund button, and there is no form to fill in.

• Email support@businessgrowthcoaching.co.uk with your order reference and what went wrong.
• You can find your order reference in My BGC, or in your order confirmation email.
• We aim to reply within two working days and to reach a decision within five working days of having the information we need.
• Approved refunds are returned to the card or account you paid with, normally within five to ten working days depending on your bank. We do not refund to a different person or account.
• Where a refund is given, the licence to use that toolkit ends and your access to the download is withdrawn.

If you disagree with our decision, reply to the same email and ask for it to be reviewed by the business owner. Nothing on this page affects your statutory rights, and it does not limit any rights you have to complain elsewhere.