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Returns & Refunds Policy

Digital Products & Services

Because we sell digital products and services, our returns and refunds policy is necessarily different from a physical goods store.

Please read this page carefully before purchasing.

Digital Products (Templates, Downloads, Digital Resources)

All digital products sold through The Agency shop are non-refundable.

This includes, but is not limited to:

  • Website templates
  • Digital downloads
  • Training resources
  • Any product delivered electronically

Why?

Under UK and EU consumer law, digital content is not eligible for a refund once delivery has begun, provided you have given consent for immediate access and acknowledged that you lose the right to cancel.

By completing your purchase, you confirm that:

  • You consent to immediate delivery of digital content
  • You understand that this waives your 14-day right to cancel

We strongly encourage you to:

  • Review product descriptions carefully
  • View demos where available
  • Read FAQs before purchasing

If you have questions about a product, please contact us before you buy.

Website Templates (Squarespace)

When you purchase a website template:

  • You will receive an invitation to access the template as a new website
  • Templates are not added to existing websites unless explicitly stated
  • Delivery typically occurs within 48 hours (Mon–Fri)

Once a template has been delivered into your account:

  • It is your responsibility to customise and manage it
  • We cannot reverse accidental changes
  • We cannot reissue templates without repurchase if:
    • The invite is not accepted within 12 months
    • The Squarespace trial expires and the site is deleted

Templates are licensed for one website per purchase and may not be shared, resold, or redistributed.

Hosting, Maintenance & Support (12-Month Contracts)

Hosting and ongoing support services are sold as annual commitments, payable monthly or annually.

Once hosting has begun:

  • The service is considered active
  • The contract is non-refundable
  • Early termination does not entitle you to a refund for remaining time

This is because:

  • Hosting resources, security, and infrastructure are allocated immediately
  • Strategic support capacity is reserved for the contract duration

Full terms for hosting and support are outlined in your service agreement.

Faulty or Incomplete Delivery

If something has gone wrong on our side, for example:

  • A digital product has not been delivered
  • A file is corrupted
  • An access link does not work

Please contact us at support@theconfidencehealer.com and we will resolve the issue promptly.

We will always aim to fix delivery issues quickly and fairly.

Exchanges

Because our products are digital:

  • We do not offer exchanges
  • We do not swap products after purchase

Please ensure the product is the right fit before completing checkout.

Support

Support availability depends on the product purchased.

Template purchases include support for:

  • Delivery issues
  • Install-related problems
  • Provided files

They do not include:

  • General Squarespace training
  • Customisation or coding help
  • Third-party software issues

Support is provided via email and we aim to respond within 48 business hours (Mon–Fri).

Jurisdiction

This policy is governed by UK law and complies with applicable UK and EU consumer regulations relating to digital goods and services.

Contact

If you have any questions about this policy, or need help before purchasing, please contact: support@theconfidencehealer.com