Refund & Complaints Policy 

for digital products — ebook / digital content)

This Complaints Policy sets out the procedure for submitting and handling complaints related to the purchase of a digital product (ebook / digital content) delivered electronically.

1. Subject of the Complaint

Only technical defects of the digital product may be subject to a complaint, specifically:

• a non-functional file (unable to open or download)

• the product not delivered after successful payment

• a corrupted or incomplete digital file

The content of the product, its interpretation, or expected results cannot be the subject of a complaint, as the product is an educational digital material.

2. How to Submit a Complaint

A complaint must be submitted via email to:

[INSERT EMAIL]

The complaint must include:

• the buyer's full name

• the email used when placing the order

• order number (if available)

• a description of the issue

• evidence / screenshot, if available

3. Complaint Handling Time

The seller undertakes to process the complaint:

• within 14 days
  from the date the complaint is received.

4. Resolution of the Complaint

If the complaint is approved, the seller will provide:

✔ a new delivery of the digital file
or
✔ a corrected version
or
✔ an alternative method of accessing the product

A refund is possible only if the product:

• was not delivered to the buyer

• cannot be technically provided even after repair

• or the defect cannot be remedied

5. Digital Content & Right of Withdrawal

The buyer acknowledges that upon receiving digital content, they lose the right to withdraw from the contract under Section 7(6) of Act No. 102/2014 Coll.

The digital product is considered delivered:

• at the moment it is sent to the buyer's email, or

• when the download link is made available

6. Final Provisions

This Complaints Policy becomes effective on the date of publication on the seller's website.

The seller reserves the right to update or modify this document.