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Refund & withdrawal policy

One policy, written to satisfy the strictest applicable law (EU + UK), which means everyone else in the world is covered too. Digital products have one inherent quirk — once you download, the law in most countries lets us treat the sale as final. We make this trade-off transparent at checkout.

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The short version

  • Have not downloaded yet? Full refund inside 14 days, no questions asked.
  • Already downloaded? No refund — you explicitly agreed to this at checkout, twice, with timestamped consent on record.
  • File is defective or you cannot access it? Full refund or replacement for 30 days, regardless of where you live.
  • Wrong product / duplicate charge? Full refund for 14 days, downloaded or not, in good faith.

Why we ask for explicit consent at checkout

Article 16(m) of the EU Consumer Rights Directive (and its UK equivalent in the Consumer Contracts Regulations 2013) allows a digital-goods seller to disapply the 14-day right of withdrawal once the supply has begun — but only if the buyer has expressly requested immediate access AND acknowledged that they lose the right to withdraw. We satisfy this by showing two separate checkboxes on the checkout page, both unticked by default. We log the exact text of those checkboxes, your IP, your browser, and the time you ticked them. That evidence is kept for 6 years.

How to start a refund

  1. Self-serve withdrawal button — visible on each eligible order in your account. This is mandatory under EU Directive 2023/2673 from 19 June 2026 onwards and we enable it for everyone.
  2. Stripe Customer Portal for any order paid via Stripe Checkout.
  3. Email support@toolgenx.com for anything else, especially Iyzico-routed orders (both global card payments and Turkish lira / taksit transactions). We reply in 24–48 hours and process inside 14 days.

Region-specific notes

European Union, United Kingdom, EEA

14-day right of withdrawal applies under Directive 2011/83/EU and UK Consumer Contracts Regulations 2013, with the digital-content waiver explained above. EU residents can also use the Online Dispute Resolution platform at ec.europa.eu/consumers/odr/.

Türkiye

Mesafeli Sözleşmeler Yönetmeliği Madde 15(ğ) uyarınca, indirilmemiş dijital içerikler için 14 günlük cayma hakkı vardır; indirme başladıktan sonra cayma hakkı düşer (onayınız checkout’ta alınır). Tüketici Hakem Heyeti’ne başvurma hakkınız saklıdır.

United States + Canada

Federal law does not require a refund window for digital goods, but state and provincial consumer-protection laws (UDAP, BPCPA, etc.) protect against defective or misrepresented products. We voluntarily honour a 30-day replacement/refund window for defective files worldwide, which exceeds the minimum required by these laws.

Australia, New Zealand, Japan, Switzerland, others

Local consumer-protection laws — Australian Consumer Law, Japan’s Specified Commercial Transactions Act, and similar — protect you against products that are not as described or not fit for purpose. This policy is designed to be at least as generous as those minimums.

Repeated refund requests

If the same account requests more than three refunds in a 30-day window, we may pause future purchases pending a quick conversation. This is to prevent abuse, not to discourage legitimate refunds. UK Consumer Rights Act Section 22 and EU CRD recital 49 support this.

What “downloaded” means

A download is recorded the moment our server issues a signed URL for the file or unlocks access to streamed content. Browsing the product page, adding to cart, or starting checkout do not count. The download counter on your account is the source of truth.

Questions?

Email support@toolgenx.com. We do not gatekeep refunds — if you bought something that is not right for you and you have not downloaded it, you will get your money back.