Refund & Digital Content Policy

1. Three different things

This policy separates: (A) the statutory right of withdrawal (cooling-off) under EU consumer law; (B) statutory remedies where digital content is not supplied or does not conform to the contract; and (C) voluntary refunds offered by DigitalVault or a seller beyond what the law requires.

A limitation on (A) never removes your rights under (B).

2. A. Statutory right of withdrawal

If you are a consumer buying from a trader, you generally have 14 days to withdraw from a distance contract without giving a reason.

For digital content that is not supplied on a tangible medium and is delivered immediately, that right may be lost — but only where the legal conditions are satisfied, which normally require that: (1) you gave prior express consent for supply to begin during the withdrawal period; (2) you acknowledged that by giving that consent you would lose your right of withdrawal once supply begins; and (3) the trader provided confirmation of the contract as required.

Downloading a file does not, by itself, automatically remove your withdrawal right if those conditions were not met.

Where the seller is not acting as a trader, the statutory withdrawal regime may not apply to that sale.

3. How consent is taken at checkout

Before payment, you are asked to tick an unticked box confirming: “I expressly consent to the immediate supply of the digital content and acknowledge that, once supply begins, I may lose my statutory right of withdrawal where applicable.”

The box is never pre-ticked, and the wording and time of your acknowledgement are recorded with your order.

4. B. Faulty, missing or non-conforming digital content

Independently of withdrawal, if digital content is not supplied, is corrupt, is materially different from its description, lacks functionality or interoperability that was promised or that you could reasonably expect, or otherwise does not conform to the contract, you have statutory remedies under applicable EU digital-content rules.

Those remedies normally follow a sequence: first, having the content brought into conformity; and where that is not possible, is disproportionate, is not done within a reasonable time, or the same problem recurs, a proportionate price reduction or termination of the contract with a refund.

Where the failure is a failure to supply at all, you may generally terminate immediately and receive a refund.

These rights are free of charge to you and are not limited to 14 days. Applicable statutory time limits are set by your national law.

5. C. Our voluntary refund practice

In addition to your statutory rights, we will normally refund a purchase where the file is corrupt or unusable, where the delivered files materially differ from the listing, where the product was not delivered, or where you were charged twice.

We do not normally refund because you changed your mind after a valid withdrawal waiver, bought the wrong product but the listing was accurate, or lack the software or skills stated as required in the listing. We may still make a goodwill exception.

There is no blanket “no refunds on digital products” rule on this marketplace.

6. How to request a refund

Write to digitalvault.businesse@gmail.com with your order reference, the product, and a description of the problem, including any error messages or screenshots.

We aim to acknowledge requests promptly and to decide without undue delay. Approved refunds are returned through the original payment method by the payment provider; the time it takes to appear depends on your bank or card issuer.

Where a refund is granted, access to the product in your library is revoked and you must stop using and delete the files.

7. Cancellations before delivery

If payment has not completed, you can simply abandon checkout; the pending order is cancelled and nothing is charged.

8. Chargebacks

Please contact us before raising a chargeback so we can resolve the issue directly. Chargebacks raised without contact may lead to account restriction while the dispute is investigated; this does not affect legitimate consumer rights.

Last updated: 10 August 2026.