Digital Purchases
Ebooks are delivered digitally and can be accessed or downloaded shortly after payment. Purchases are therefore normally final and non-refundable after delivery. Please review the product description, format, compatibility information, and price before purchasing.
Downloads may be PDF files or ZIP archives containing a PDF and companion resources. ZIP archives need to be extracted before their contents can be used.
This policy does not restrict any refund, replacement, guarantee, or consumer remedy that cannot lawfully be excluded in your country.
Some countries provide a cooling-off or withdrawal period for digital content. Where the law permits that right to end once digital delivery begins, this will apply only after any consent and acknowledgement required by that law. If a mandatory withdrawal right still applies to your purchase, you may exercise it within the legally required period. For consumers in the European Economic Area or United Kingdom, this is normally 14 days from the contract date unless the right has lawfully ended. Delivery alone does not establish a valid waiver: the required prior express consent, acknowledgement, and contract confirmation must also be provided. Contact us with a clear statement that you wish to withdraw; no particular wording is required.
Eligibility for Refunds
We will review a refund request where:
- you were charged more than once for the same purchase;
- you received a different ebook or content materially different from the description at purchase;
- the supplied file is materially defective or corrupted and we cannot provide a working replacement; or
- payment succeeded but the purchased edition cannot be accessed after reasonable troubleshooting.
We may first offer a replacement file, restored access, or technical assistance when that fully resolves the problem and is permitted by applicable law. These options do not replace a refund or other remedy that you are legally entitled to receive.
Non-Refundable Cases
These exclusions apply only where no mandatory refund or withdrawal right applies:
- you changed your mind after delivery;
- you no longer want or need the ebook;
- you expected content or features not stated on the product page;
- your device or software does not support the disclosed file format;
- you purchased without reviewing the description or a clearly displayed price; or
- your account or access was restricted because of fraud, redistribution, chargeback abuse, or a material licence violation.
Refund Period
Please submit refund requests within 30 days of the payment date wherever possible. This support window does not remove a statutory withdrawal, refund or other consumer right, including rights that apply after 30 days.
Refund Process
Use the purchase support link in your account’s order details or email support@truekeep.store as soon as reasonably possible. Include:
- the email address used for your TrueKeep account;
- your order or payment reference;
- the ebook title;
- the reason for the request; and
- relevant screenshots or error details, without passwords or complete payment-card information.
A longer period applies where required by law. Submitting a request does not automatically mean it qualifies for a refund.
Review and Payment
We acknowledge consumer complaints within 48 hours and resolve them within one month of receipt. We may ask for information reasonably needed to verify the order or diagnose an access problem. Dodo Payments is the merchant of record and processes approved refunds to the original payment method. Its Buyer Terms and refund decisions also apply. You may contact support@dodopayments.com about a Dodo transaction. We arrange accepted refunds without undue delay and within any applicable legal deadline. Your bank controls when the credit appears; exchange-rate differences may apply. We will confirm the refunded amount and processing status.
When a full refund or payment reversal is completed, access to the corresponding library item may be revoked. Copies already downloaded remain subject to the Digital Product Licence and must no longer be used where the licence has ended.
A partial refund or price reduction preserves access. If several refunds together fully refund the payment, the full-refund rule applies.
Access associated with a disputed payment may be suspended while the dispute is reviewed. A genuine complaint or exercise of a statutory right is not, by itself, abuse. Any other valid purchase of the same edition remains subject to its own payment status and licence.
Chargebacks
Contact us before starting a chargeback so we have an opportunity to correct delivery or payment errors. This does not prevent you from using any chargeback or dispute right available through your payment provider or under applicable law. Fraudulent or abusive disputes may result in account restrictions.
Contact Us
TrueKeep
Email: support@truekeep.store