Refund Policy

Overview

We want you to feel confident buying from The Fluent Hāfidh. This policy sets out, honestly and clearly, when we'll give a refund on our digital products and when we may not be able to. It sits alongside our Terms & Conditions.

Nothing in this policy takes away your legal rights as a consumer. If anything here seems unclear, please just get in touch - we'd always rather talk it through than leave you unsure.

Your rights under UK law

Our products are "digital content" under the Consumer Rights Act 2015. That law gives you important rights, and this policy is built around them rather than trying to sign them away. In particular, digital content must be:

• Of satisfactory quality - working as you'd reasonably expect.
• Fit for purpose - doing what we said it would do.
• As described - matching the description on our store.

If a product doesn't meet these standards, you're entitled to a remedy such as a repair, replacement or refund. Those rights always apply and are explained further below.

Digital products & instant access

Everything we sell is digital and delivered immediately after purchase - for example, as an instant download or access link. There are no physical items and nothing is posted.

For most online purchases you'd normally have a 14-day "cooling-off" period to change your mind. For digital content there's a specific rule: if you ask for immediate access and agree that you'll lose the 14-day cancellation right once the download begins, that right no longer applies once you've started downloading or accessing the product.

Faulty or not-as-described products

If a product is faulty, doesn't work as it should, or is significantly different from how we described it, you're entitled to a remedy under the Consumer Rights Act 2015. Please contact us and, where it helps, tell us what went wrong (a screenshot or description is ideal).

We'll first try to put it right - for example, by sending a working file or a corrected version. If we can't fix the problem within a reasonable time, or the product genuinely can't be made right, you're entitled to a refund of the amount you paid.

When we'll offer a refund

We'll provide a refund (or another fair remedy) where:

• The product is faulty, corrupted, or won't download or open.
• The product is materially not as described on our store.
• You were charged more than once for the same item (see duplicate purchases).
• You were charged in error or the purchase was clearly accidental, and you haven't downloaded or used the product - we'll always consider these fairly.

When a refund won't usually apply

Because our products are digital and delivered instantly, a refund won't usually be available where:

• You've changed your mind after downloading or accessing the product, and it works as described.
• You no longer need it, or bought it by mistake but have already downloaded and used it.
• You didn't read the product description, and the product is as described.
• Your device or software can't open a standard file format that the product was clearly stated to use.

These limits never override your legal rights - if a product is faulty or not as described, the section above always takes priority.

Duplicate & accidental purchases

If you're accidentally charged twice for the same product, or a payment goes through in error, contact us and we'll refund the duplicate or mistaken charge. If a purchase was clearly accidental and you haven't yet downloaded or used the product, we'll refund it - we don't want you paying for something you never meant to buy.

Pre-orders & waitlists

Joining a waitlist is free and simply lets us tell you when something is ready - it isn't a purchase, so there's nothing to refund. We do not take advance payment for pre-orders; you only ever pay when a product is available and delivered instantly.

Future coaching services

We may offer coaching or other services in the future. These are not available yet. When we launch them, we'll publish specific cancellation and refund terms for those services, because the rules for services differ from those for digital downloads. Those terms will apply alongside this policy.

How to request a refund

Requesting a refund is simple. Email us or use our contact page within 30 days of purchase and include:

• Your name and the email address used at checkout.
• Your order number or receipt (if you have it).
• The product name and a short note on the reason.

How refunds are processed

Once we approve a refund, we'll process it to your original payment method through Shopify Payments. Refunds are usually issued within 5-10 business days, though how quickly the money appears can depend on your bank or card provider.

Where a product was faulty or not as described, you keep your full statutory rights regardless of the timescales above.

Changes to this policy

We may update this policy from time to time - for example, when we add new products or services. When we do, we'll change the "Last updated" date at the top of this page. The version in force at the time of your purchase is the one that applies to that purchase.

Contact us

If you have any questions about this policy or a specific order, please get in touch - we're always happy to help.

You can also find general guidance on your consumer rights at gov.uk or through Citizens Advice.