Cancellation, Refund and Payment Dispute Policy

Introduction

This Cancellation, Refund and Payment Dispute Policy (“Refund Policy”) applies to purchases, orders, subscriptions, digital content, physical books, publishing-related services and other paid services made available through EDinBOOK, including its websites, applications, platforms, institutional portals and other services (collectively, the “Services”).

EDinBOOK is a global digital education, publishing and content platform. Accordingly, transactions may involve users, authors, publishers, institutions, payment providers and other parties located in different countries.

This Refund Policy should be read together with the EDinBOOK Terms of Use, Privacy Policy, Author & Content Provider Agreement, Publisher Agreement, and any other applicable service-specific agreement.

Where the law of the country in which a user resides provides mandatory consumer, refund, cancellation or other statutory rights that cannot legally be excluded or restricted by contract, those rights shall continue to apply. Nothing in this Refund Policy is intended to limit or remove any non-waivable legal rights available to a user.

1. Payments and Transaction Processing

EDinBOOK may use third-party payment processors, banks, payment gateways, card networks, mobile-money providers, digital wallets and other financial service providers to process payments.

When you make a purchase through EDinBOOK:

1. you authorize EDinBOOK and/or its designated payment processor to process the applicable payment;
2. you agree to provide accurate and complete payment and billing information;
3. you acknowledge that payment processing may be subject to the terms and policies of the applicable payment provider;
4. EDinBOOK may use reasonable measures to verify and prevent fraudulent or unauthorized transactions; and
5. the availability of particular payment methods may vary according to your country, currency, transaction type and payment provider.

A transaction is considered successful only when EDinBOOK or its authorized payment processor confirms that the payment has been successfully received or authorized.

2. Order and Payment Confirmation

Following a successful transaction, EDinBOOK may issue an electronic receipt, invoice, order confirmation or other transaction record to the email address or account associated with the transaction.

If you do not receive a transaction confirmation within 24 hours, you should contact EDinBOOK through the designated customer support or billing channel provided on the Site.

Users should retain their transaction reference, order number, payment confirmation and other relevant information when submitting a payment-related complaint.

A payment appearing as “successful” in a user’s bank or payment application does not necessarily mean that EDinBOOK has received the funds. Where a payment is pending, reversed, declined or otherwise not received by EDinBOOK, the transaction may require verification with the applicable payment provider.

3. Cancellation of Orders

Cancellation rights may depend upon the type of product or service purchased.

3.1 Digital Content

Digital content may include ebooks, electronic publications, downloadable materials, digital documents, audiovisual materials and other electronically delivered content.

Where permitted by applicable law, a purchase of digital content may become non-cancellable and non-refundable once:

• the digital content has been made available for access or download;
• the user has begun accessing or consuming the digital content; or
• the user has expressly requested immediate digital delivery and acknowledged that such delivery may affect statutory cancellation rights.

However, this restriction does not apply where a refund is required by applicable law or where the digital content is materially defective, unavailable, substantially different from its description, or otherwise fails to meet an applicable legal requirement.

3.2 Physical Books and Other Physical Products

Where EDinBOOK facilitates the sale or delivery of physical books or other physical products, cancellation may be available before dispatch, subject to the applicable order terms.

After dispatch, cancellation may no longer be possible, except where:

• the order is not delivered within the applicable delivery period;
• the product is materially damaged;
• the wrong product was supplied;
• the product is materially defective; or
• applicable law provides a cancellation or return right.

Return shipping arrangements may vary according to the circumstances of the return and the applicable law.

3.3 Publishing and Other Services

Cancellation of publishing, institutional, professional or other services may be subject to the specific agreement applicable to that service.

Where work has already commenced, EDinBOOK may be entitled to retain reasonable amounts corresponding to services already performed, costs already incurred or third-party commitments already made, to the extent permitted by applicable law.

4. When a Refund May Be Available

Subject to applicable law and the specific product or service involved, EDinBOOK may provide a full or partial refund where:

1. the user was charged more than once for the same transaction;
2. EDinBOOK received payment but failed to provide the purchased product or service;
3. a purchased digital product is materially corrupted, unreadable or inaccessible and EDinBOOK cannot reasonably rectify the problem;
4. the wrong product or content was supplied due to an EDinBOOK processing error;
5. an order is cancelled by EDinBOOK and an alternative product or service acceptable to the user cannot reasonably be provided;
6. a payment was processed successfully but the corresponding transaction was not created or completed;
7. the transaction was unauthorized or fraudulent, subject to verification;
8. a refund is required under applicable consumer-protection or other mandatory law; or
9. EDinBOOK determines, at its reasonable discretion, that a refund is appropriate in the circumstances.

A refund may be full or partial depending upon the circumstances and the portion of the product or service that has already been supplied.

5. Defective or Inaccessible Digital Content

If purchased digital content is:

• incomplete;
• materially corrupted;
• technically inaccessible;
• materially different from the description provided;
• incorrectly delivered; or
• otherwise unusable due to a technical failure attributable to EDinBOOK,

the user should notify EDinBOOK promptly through the designated support channel.

EDinBOOK may first attempt to resolve the issue by:

1. restoring access;
2. providing a replacement copy;
3. correcting the affected file;
4. providing an alternative format where reasonably available; or
5. providing another reasonable remedy.

Where the issue cannot reasonably be resolved, EDinBOOK may provide an appropriate refund, replacement or other remedy, subject to applicable law.

Users should not be required to repeatedly troubleshoot a material defect where the defect is clearly attributable to EDinBOOK.

6. Duplicate or Incorrect Charges

If you believe you have been charged more than once for the same transaction, contact EDinBOOK promptly with the relevant transaction references.

After verification, EDinBOOK will take reasonable steps to reverse or refund any confirmed duplicate charge.

If you believe that you were charged for an item or service that you did not purchase, you should notify EDinBOOK immediately.

EDinBOOK may request reasonable information necessary to investigate the transaction and may coordinate with the applicable payment provider where necessary.

7. Failed, Pending or Reversed Payments

A payment may occasionally appear to have been deducted from a user’s account even though EDinBOOK has not received confirmation of successful payment.

This may occur because of:

• payment gateway delays;
• bank processing delays;
• network interruptions;
• authorization failures;
• payment reversals;
• currency conversion issues; or
• other circumstances outside EDinBOOK’s immediate control.

Where EDinBOOK does not receive the funds, the transaction may remain pending or may automatically be cancelled.

If funds were actually deducted from the user’s account but were not received by EDinBOOK and are not automatically reversed, EDinBOOK may assist the user in investigating the transaction with the relevant payment provider.

8. Refund Method

Where a refund is approved, EDinBOOK will generally return the applicable amount through the original payment method where reasonably possible.

If the original payment method cannot receive the refund, EDinBOOK may request alternative payment information or use another lawful refund method.

EDinBOOK will not ordinarily refund a transaction to an unrelated third party unless required by law or reasonably necessary to resolve the transaction.

9. Refund Processing Time

EDinBOOK will process an approved refund within a reasonable period after the refund has been authorized.

The time required for the refunded amount to appear in the user’s account may depend on:

• the payment gateway;
• issuing bank;
• card network;
• digital wallet;
• mobile-money provider;
• local banking system;
• currency conversion;
• weekends and public holidays; and
• the country in which the payment was processed.

Accordingly, EDinBOOK cannot guarantee a specific number of days for the funds to appear in the user’s account after the refund has been initiated.

Where a payment provider provides an estimated processing period, EDinBOOK may communicate that estimate to the user.

10. Currency Conversion and Exchange Rates

Where a transaction is made in a currency different from the currency of the user’s bank account or payment instrument, the final amount received by the user following a refund may differ from the original amount due to exchange-rate movements, bank charges, payment-provider fees or other applicable charges.

EDinBOOK is not responsible for exchange-rate fluctuations or charges imposed independently by a user’s bank or payment provider, except where otherwise required by applicable law.

Where EDinBOOK is responsible for the error giving rise to the refund, EDinBOOK will take reasonable steps to ensure that the refund reflects the amount properly due under the applicable transaction and law.

11. Non-Refundable Situations

Subject to mandatory rights under applicable law, a refund may generally not be available where:

• the user simply changes their mind after obtaining or consuming digital content where cancellation rights have lawfully expired;
• the user has fully received and consumed a service;
• the user provided incorrect information that caused the problem;
• the problem resulted from the user’s device, internet connection, software or third-party system and not from EDinBOOK;
• the user violated the Terms of Use or another applicable agreement;
• the transaction was obtained through fraud, abuse or manipulation;
• the user has already received and retained the purchased product or service without a qualifying defect; or
• the requested refund is prohibited by applicable law or the relevant payment rules.

This section does not exclude any statutory right that cannot legally be excluded.

12. Chargebacks and Payment Disputes

Users are encouraged to contact EDinBOOK before initiating a payment chargeback where the issue can reasonably be resolved directly.

Nothing in this Policy prevents a user from exercising any lawful right to dispute an unauthorized transaction with their bank, card issuer or payment provider.

Where a chargeback or payment dispute is initiated, EDinBOOK may provide the relevant transaction records and other necessary information to the applicable payment provider, bank, card network or dispute-resolution body.

EDinBOOK may suspend or restrict an account where there is reasonable evidence of fraudulent chargeback activity, repeated payment abuse or deliberate misuse of the payment system, subject to applicable law.

13. Promotional Credits, Discounts and Vouchers

Promotional credits, discounts, coupons, vouchers, rebates and similar benefits may be subject to separate terms.

Unless otherwise stated or required by law:

• promotional credits have no cash value;
• promotional credits may not be transferable;
• expired promotional credits may not be reinstated; and
• where a refund is issued for a transaction involving promotional benefits, the refund may be calculated according to the actual amount paid rather than the original undiscounted price.

14. Subscriptions and Recurring Payments

Where EDinBOOK offers subscription-based or recurring services, the applicable subscription terms will specify:

• the subscription price;
• billing frequency;
• renewal date;
• cancellation procedure;
• applicable cancellation period;
• whether unused periods are refundable; and
• any applicable statutory cancellation rights.

Cancelling a subscription generally prevents future renewal but does not necessarily create a right to refund amounts already paid for a completed billing period, except where required by applicable law or the applicable subscription terms.

15. Books, Authors, Publishers and Third-Party Content

EDinBOOK may provide access to content supplied by independent authors, publishers, institutions and other content providers.

Where EDinBOOK acts as a platform, distributor or intermediary, the availability, description, quality and rights associated with third-party content may involve the relevant content provider.

However, where EDinBOOK is responsible for processing the transaction or providing the relevant service, users may contact EDinBOOK regarding transaction, delivery, access and refund issues.

Nothing in this section removes any legal rights or remedies available to a user under applicable law.

16. How to Request a Refund

A refund request should, where reasonably possible, include:

• full name;
• registered email address;
• order or transaction reference;
• date of transaction;
• product or service purchased;
• amount paid;
• payment method;
• reason for the refund request; and
• reasonable evidence supporting the request where relevant.

Requests should be submitted through the official EDinBOOK customer support or billing channel published on the Site: billing@edinbook.com or contact@edinbook.com.

EDinBOOK may request additional information reasonably necessary to verify the transaction and assess the request.

17. Fraud Prevention and Verification

EDinBOOK reserves the right to conduct reasonable verification before approving a refund where there is evidence or suspicion of:

• unauthorized transactions;
• account compromise;
• fraudulent activity;
• payment manipulation;
• repeated refund abuse;
• false claims;
• identity misrepresentation; or
• other misuse of the Services.

EDinBOOK may delay processing a refund while conducting a reasonable investigation.

Where fraud is confirmed, EDinBOOK may take additional action under the Terms of Use and applicable law.

18. Third-Party Payment Providers

EDinBOOK may rely on third-party payment providers to process payments and refunds.

Once EDinBOOK has successfully initiated an approved refund, delays caused solely by a bank, card issuer, payment processor, wallet provider or other financial institution may be outside EDinBOOK’s direct control.

EDinBOOK will nevertheless make reasonable efforts to assist users in resolving legitimate payment issues.

19. Global Application and Local Consumer Rights

EDinBOOK operates internationally and users may access its Services from different countries and legal jurisdictions.

The legal rights relating to cancellation, refunds, defective products, digital content, subscriptions and consumer protection may therefore vary depending on the user’s location and the nature of the transaction.

This Policy is intended to establish EDinBOOK’s general refund framework globally. However, where mandatory law in a user’s jurisdiction provides greater rights or protections, those mandatory rights will prevail to the extent required by law.

Nothing in this Policy is intended to:

• exclude a statutory consumer right;
• restrict a lawful right of cancellation;
• waive a mandatory refund obligation;
• prevent a user from exercising a legal remedy; or
• impose a contractual restriction that is prohibited by applicable law.

20. Changes to this Policy

EDinBOOK may update this Refund Policy from time to time to reflect changes in its Services, payment systems, business practices, technology or applicable legal requirements.

Where legally required, EDinBOOK will provide appropriate notice of material changes.

The version of the Refund Policy applicable to a transaction will generally be the version in effect at the time the transaction was made, unless a change is required by law or expressly applies to existing transactions.

21. Contact and Complaints

Questions, complaints or refund requests should be submitted through the official EDinBOOK support or billing channels published on the Site.

EDinBOOK will take reasonable steps to review and resolve legitimate payment and refund complaints fairly and within a reasonable period.

Where a dispute cannot be resolved through EDinBOOK’s internal process, the parties may pursue any dispute-resolution mechanism available under the EDinBOOK Terms of Use, applicable service agreement or mandatory law.

22. Relationship with Other EDinBOOK Agreements

This Refund Policy forms part of the contractual framework governing the use of EDinBOOK.

In the event of a conflict:

1. mandatory applicable law shall prevail;
2. a transaction-specific agreement may govern where expressly applicable;
3. this Refund Policy shall govern refund and cancellation matters; and
4. the EDinBOOK Terms of Use and other applicable agreements shall continue to govern all other matters.

Where an Author Agreement, Publisher Agreement, Institutional Agreement or other specialized agreement contains specific financial or refund provisions applicable to that relationship, those provisions shall apply to the extent they are consistent with applicable law.