Refunds & cancellation

POLICYANDPLAY LTD sells downloadable PDF guides and templates through this site, paid for by card on Stripe. Prices are listed on each product page. We are not VAT registered, so no VAT is charged and the price shown is the total you pay. There are no subscriptions.

Everything else on the site is free. If you buy a product from Amazon, eBay or another retailer after clicking one of our links, you are buying from that retailer and its own returns policy applies. See the terms.

If you are a consumer, the law (the Consumer Contracts Regulations 2013) normally gives you 14 days from buying to cancel and get your money back, without giving a reason.

For downloads, there is one exception. The guides are digital content that you can use the moment you pay. Before you pay, we ask you to tick a box that says:

I want access straight away. I understand I lose my 14-day right to cancel once the download or access starts.

If you tick it, you lose the 14-day right once access starts, which is as soon as your payment goes through and the guide opens. Stripe shows you the same sentence on the payment page, and the page you land on after paying confirms it: “You asked for immediate access and acknowledged that your 14-day cancellation right ends once access starts.” If you do not tick the box, you cannot buy.

These are more generous than the law requires and apply even though you gave up the 14-day right. They do not reduce your legal rights.

• UK Home Cooling Handbook: email us within 14 days and we will refund you.
• Energy Bill Crash Course: email us within 14 days and we will refund you.
• Holiday Let Welcome Book Template: email us within 30 days and we will refund you.

No questions asked. We refund the full price you paid.

Digital content you buy as a consumer must be of satisfactory quality, fit for the purpose it was sold for and as described (Consumer Rights Act 2015). If a download will not open, is damaged, is missing pages or is not what the product page promised, tell us. We will fix it or send a working copy. If we cannot do that, or it is still not right, you are entitled to a price reduction or a refund. This right does not depend on the tick-box above.

Email hello@ukaircontracker.co.uk with “Refund” in the subject. Tell us which guide you bought and the email address you used at checkout. You do not need a special form. If you want to use wording, you can write: “I am cancelling my order for [guide name], bought on [date].”

When we agree a refund, we send it within 14 days, to the card you paid with. We do not charge a fee for refunding you.

Lead credits for installers are sold to businesses, not consumers, so the consumer cancellation rights on this page do not apply to them. If you think a credit purchase or a lead is wrong, email hello@ukaircontracker.co.uk and we will look at it fairly. Nothing here limits your rights under the law.

POLICYANDPLAY LTD, 7 Cosford Drive, Shortstown, Bedford MK42 0DQ, United Kingdom. Email hello@ukaircontracker.co.uk. If you live in Scotland or Northern Ireland you can also bring proceedings in your local courts. The laws of England and Wales apply.