Refund Policy

This policy explains when and how you may obtain a refund for purchases made from the Care Franchising Compliance store, operated by Care Franchising Limited (Companies House 16271445).

We sell digital downloads — Microsoft Word and Excel documents that are delivered to you immediately after purchase. The legal rules for refunds on digital content differ from those for physical goods, and this policy reflects those differences.

This policy works alongside our Terms of Sale and forms part of those Terms.

1. Once you have downloaded, no refund

When you place an order, you are asked at checkout to tick a box giving express consent to immediate provision of the digital content, and acknowledging that you lose your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 as soon as the download begins.

This is the standard legal position for digital content sold at a distance.

Once you have downloaded any file in your order, the sale is final, and we are unable to issue a refund.

This is because there is no way for us to verify that you have not retained a copy of the documents, and because the value you have purchased (the digital content itself) has been delivered.

2. If you have ordered but not yet downloaded, a full refund within 14 days

If you have placed an order, paid for it, but have not yet downloaded any file:

  • You may request cancellation and a full refund within 14 days of placing the order
  • Email us at hello@carefranchising.co.uk with your order number and a request to cancel
  • We will verify that no download has been made against your order
  • If confirmed, we will issue a full refund within 5 working days to the original payment method

3. If a file is faulty, corrupted, or materially wrong

We take great care to ensure every file is correct, complete, and matches its product description. If you genuinely believe that a file you have received:

  • Is corrupted and cannot be opened in the current Microsoft Office or LibreOffice
  • Is materially different from what was described on the product page
  • Is missing significant content described in the product specification (e.g. "contains 10 forms" but only 6 are present)

— Please get in touch with us within 30 days of purchase at hello@carefranchising.co.uk with your order number and a description of the problem.

We will:

  • Send you a replacement, corrected file at no charge, OR
  • At our discretion, issue a full refund

This applies regardless of whether you have downloaded the file. The fault must be something we are responsible for — not, for example, a problem with your software, your device, or your customisation work.

4. If a file is what we said it would be, but it isn't right for you

It is your responsibility to read the product page carefully before purchase. Each product page lists:

  • The full title and content of the suite
  • The forms included
  • The regulatory frameworks the suite addresses
  • The service types the suite is designed for
  • The pricing tier

If, after purchase, you decide the suite isn't what you needed, we cannot refund you once it is downloaded.

If it is not yet downloaded and you are within 14 days, we can cancel under section 2 above.

5. Bundles and multi-product orders

For bundle orders (e.g. Starter Bundle of 10 suites, Professional Bundle of 25, Complete Portfolio):

  • The download / non-download rule applies to the bundle as a whole — once any file in the bundle has been downloaded, the bundle is treated as delivered and is not refundable
  • If a single file within a bundle is faulty under section 3, we will replace that file at no charge

6. Maintenance Subscription refunds

If you purchased an annual Maintenance Subscription:

  • You may cancel future renewals at any time by emailing us at hello@carefranchising.co.uk
  • The current subscription period is non-refundable once activated
  • Updates already pushed to you cannot be revoked

7. Refund method and timing

Where a refund is due:

  • Refunds are issued to the original payment method (card, PayPal, etc)
  • Processing time on our side: up to 5 working days from confirmation
  • Time for funds to appear in your account: subject to your bank or card provider, typically 3–10 working days
  • We do not charge any administrative fee for processing a refund

8. Disputes

If you disagree with a refund decision, please first contact us at hello@carefranchising.co.uk — we will respond within 5 working days and will always try to find a fair outcome.

If you remain unsatisfied:

  • Consumer buyers may use the EU Online Dispute Resolution platform (which remains accessible to UK consumers) or take any other lawful action available
  • Business buyers may pursue any remedy available under the Terms of Sale and English law

9. Statutory rights

Nothing in this Refund Policy affects your non-excludable statutory rights as a consumer. If you believe you are entitled to a refund or remedy under consumer law that is not provided for in this policy, please get in touch with us, and we will take legal advice if necessary.

10. Contact

Care Franchising Limited, Kingscott Dix, Goodridge Court, Goodridge Avenue, Gloucester, GL2 5EN Email: hello@carefranchising.co.uk Companies House number: 16271445

 

This Refund Policy was last updated on 26 April 2026.

Version 1.0.