Refunds policy.

01Policies and terms that apply

This Refunds Policy applies to eligible products, digital content, licences, services and memberships bought directly through onlinelad.com. It should be read with the information accepted at checkout and the terms that govern the relevant purchase.

A product page, accepted quotation, licence, order confirmation or promotion may contain more specific terms. Those specific terms normally control that item, followed by this policy and the other linked policies. Mandatory legal rights always take priority. A purchase made from an independent third party is subject to that seller's refund route.

02Scope and definitions

This policy distinguishes a change of mind from a problem with supply. A product that is faulty, not as described or not delivered is assessed under the applicable legal and contractual remedies rather than refused merely because it is digital.

03Change-of-mind cancellation for digital products

A UK consumer normally has until 14 days after the day a distance contract is made to cancel. Different rules apply when the contract supplies digital content that is not on a tangible medium.

Where you ask us to begin digital supply during that period, we will ask for your express consent and your acknowledgement that the cancellation right is lost once supply begins. Supply may begin when a download, account entitlement, hosted resource, licence key or access link is made available.

• If the required consent and acknowledgement were obtained and digital supply has begun, a refund is not normally due simply because you changed your mind, no longer need the item or did not use it.
• If immediate supply has not begun, or the required consent and acknowledgement were not obtained, the cancellation rights given by law remain available.
• Downloading, opening or using only part of a supplied pack does not turn the remaining files into separately returnable products.

This section deals only with a change of mind. It does not limit the remedies in section 4 for faulty, incomplete or misdescribed digital content.

04Faulty, incomplete or misdescribed digital content

Digital content supplied to a consumer must be of satisfactory quality, fit for a particular purpose made known before purchase and match its description. A genuine problem may include a corrupt or unusable file, missing files, materially wrong content, a materially incorrect description or damage caused to a device or other digital content because reasonable care and skill was not used.

Please report the problem through the contact form and give us a reasonable opportunity to investigate. Depending on the circumstances and applicable law, the remedy may include:

• supplying the missing or correct file;
• repairing the digital content or providing a replacement within a reasonable time and without significant inconvenience;
• a proportionate price reduction where repair or replacement is impossible, disproportionate or not completed within a reasonable time; or
• a full refund where the law requires one.

A minor difference that was clearly disclosed, a preference change, editing carried out after delivery or a problem caused by incompatible software outside the stated requirements is not automatically a fault. We will assess the actual cause fairly.

05Failed delivery and access problems

Downloads normally appear in the purchasing account after successful payment. Some products may instead be supplied through a secure link, hosted resource or another delivery method stated before purchase.

Check the order status, account downloads and any instructions supplied with the product. If a cleared order is not made available, an access link fails, the wrong item appears or a technical problem on our side prevents use, contact us so we can restore access, resend or correct the delivery.

If we cannot supply the purchased digital content within the required or agreed time, or cannot correct a delivery failure within a reasonable time, you may be entitled to end the contract and receive a refund. A temporary third-party outage will be addressed reasonably, but does not remove a remedy that the law requires.

06Monthly memberships and recurring billing

Supporter, Collector and Studio are recurring memberships that combine services, account access and digital content. Membership access and monthly benefits normally begin as soon as payment is confirmed.

You may cancel future renewal through My subscription. Cancellation must be completed before the next renewal is processed. It normally leaves the membership active until the end of the period already paid for and prevents the next recurring charge.

Ordinary cancellation does not automatically create a refund for elapsed time, an unused part of a billing period, unclaimed benefits or a failure to cancel before renewal. This does not apply where:

• a statutory cancellation right remains available;
• a renewal was taken after a valid cancellation had been recorded;
• the membership or digital content is faulty, materially misdescribed or not supplied; or
• another remedy is required by law or expressly promised in an accepted offer.

If a service begins during a statutory cancellation period at your express request, a proportionate amount may be payable for the service supplied before cancellation. Digital content supplied through the membership is treated under the rules that apply to digital content.

07Annual memberships

An annual plan is a twelve-month membership paid in advance at the annual price shown at checkout. Where it is described as two months free, the annual price is currently ten times the equivalent standard monthly price. Monthly benefits still arrive in twelve monthly cycles rather than as a single grant on day one.

Cancelling an annual plan stops its next annual renewal. It does not convert the current term into monthly billing or create an automatic pro-rata refund for unused months. A refund or price reduction remains available where required by a statutory cancellation right, a supply problem, an incorrect renewal or another legal remedy.

A request outside those rights may be considered as a goodwill exception in unusual circumstances. Any goodwill decision is case-specific, does not change the annual contract into a monthly one and does not create an entitlement for another customer or later purchase.

08Duplicate, incorrect or unauthorised payments

Contact us promptly if the same order appears to have been charged more than once, the amount differs from the accepted checkout total, a renewal was taken after a recorded cancellation or you do not recognise a transaction.

• A verified duplicate or excess payment will be corrected and the amount not due will be refunded.
• A verified renewal collected after a cancellation had taken effect will be corrected, subject to any separate order or later reactivation.
• An unrecognised payment may require account-security checks and co-operation with Stripe, WooPayments, PayPal, a card issuer or another provider used at checkout.
• A failed, pending or reversed authorisation is not always a completed charge. Your payment provider can confirm whether money has actually settled.

Reporting an unrecognised transaction through the contact form does not prevent you from using any separate right available through your payment provider.

09Discounts, bundles and promotional purchases

An approved refund is based on the amount actually paid for the affected purchase after discounts, member pricing, coupons and rewards-card redemptions. A code, free item, points bonus, annual saving or other promotional benefit has no separate cash refund value unless its specific terms or the law require otherwise.

• A full refund will not exceed the cash amount actually paid plus any non-cash value that should be restored under its own terms.
• For a partial refund from a bundle or multi-buy offer, the discount may be allocated across the included items so the refund reflects the bargain actually purchased.
• If a full or partial refund means the order no longer qualifies for a promotional benefit, that benefit may be removed, recalculated or reversed fairly.
• A discount missed because a valid code was not entered before completing checkout is not normally added retrospectively, unless the offer expressly promised that treatment or a checkout error prevented its use.

The Promotion Terms and the specific conditions shown with the offer control promotional adjustments.

10Rewards points, credit and referrals

onlinelad Rewards points are site credit with no cash-withdrawal value. When a transaction involving Rewards is refunded or reversed, the account may be adjusted so that neither side keeps value tied to a payment that no longer qualifies.

• Where a full eligible refund is approved, the cash component normally returns to the original payment method and eligible Rewards value used on the order normally returns to the Rewards account.
• Points earned from a fully refunded, reversed or charged-back transaction may be removed. A partial refund may cause a proportionate points adjustment.
• Welcome, release, anniversary, PayPal or other promotional points may be reversed where the underlying qualifying payment no longer exists.
• An Introduction free month or referral-points benefit may be removed if the referred customer's qualifying first subscription payment is refunded, reversed or found ineligible.

If an adjustment creates a negative balance because connected value has already been spent, it may be corrected against future eligible value in accordance with the Rewards Terms. No cash is paid for unused points or monthly membership grants.

11Pack extensions, bespoke work and Enterprise Access

Persona Pack extensions, custom packs, commissioned work, volume licensing and Enterprise Access may involve agreed briefs, reserved production time, staged work or licence terms that differ from an ordinary shop download.

The accepted quotation, order confirmation or project terms will explain any deposit, milestone, cancellation, revision and refund rules. Work already completed or costs reasonably committed after an authorised start may affect the amount refundable, subject to mandatory consumer rights and the requirement to provide contracted services with reasonable care and skill.

A member discount or Rewards redemption does not apply to an excluded extension or commissioned service unless the accepted terms expressly say it does.

12How to make a cancellation or refund request

Use the onlinelad contact form. To help us locate and assess the purchase, include:

• the order or transaction number;
• the purchaser's name and the email address used at checkout;
• the product, membership or payment concerned;
• whether the issue is cancellation, failed access, missing or faulty content, an incorrect charge or another problem;
• when the problem began and the steps already tried; and
• any screenshot, error wording or other evidence that reasonably helps explain the issue.

Do not submit complete card numbers, card-security codes or payment-account passwords. The contact form is the only contact route stated in this policy.

13Assessment, evidence and proposed remedies

We will assess the order record, delivery or access status, product description, consent record, account activity, communications, payment-provider status and any evidence reasonably relevant to the request. We may ask for enough information to reproduce a technical issue or verify that the request comes from the purchaser.

Where repair, replacement, restored access or corrected delivery is the appropriate first remedy, we will explain what is proposed and complete it within a reasonable time without charge and without significant inconvenience. We will not insist on repeated attempts where the law makes a price reduction or refund due.

A refund may be declined where no legal or contractual entitlement exists and the content was correctly supplied, accessible and as described. Any decision will distinguish that position from a statutory remedy and will not be based solely on the fact that the product is digital.

14Refund amount, method and timing

Where a cash refund is due, it normally returns to the original payment method and in the original transaction currency. We will not ask for card details through the contact form. If the original method cannot receive the refund, we will agree a lawful alternative with the purchaser.

• A full refund covers the amount actually paid for the affected item, subject to any proper allocation of a bundle discount or non-cash redemption.
• A partial price reduction reflects the reduced value or part of the contract affected.
• Currency conversion differences, provider exchange rates and separate bank or wallet charges are controlled by the relevant provider.
• We process an agreed consumer refund without undue delay and within any period required by law, ordinarily no later than 14 days after agreeing that it is due.

After processing, Stripe, WooPayments, PayPal, a card network, bank or wallet provider may take additional time to display the credit. We can confirm our processing record, but cannot control the provider's posting time.

15Payment disputes, chargebacks and misuse

Using the contact form first can often resolve a duplicate charge, access problem or misunderstanding quickly. This request does not remove any right you have to ask your card issuer, PayPal or another payment provider to investigate a transaction.

If a payment dispute or chargeback has already been opened, we may work through that provider's process and avoid issuing a second refund for the same amount. Access connected to the disputed payment may be restricted while ownership, fraud or payment status is checked, acting proportionately.

We may refuse an unfounded or fraudulent request and may investigate repeated attempts to retain paid content, licences, Rewards or membership benefits while recovering the related payment. We will not refuse a valid statutory remedy merely because a customer has made a previous request.

16Effect of a refund on licences, files and access

Where a purchase is fully refunded or validly cancelled, the licence and access supplied solely by that purchase end. You must stop using the affected content and delete copies under your control, except where retention is required by law or agreed in writing as part of the remedy.

A repair, replacement or partial price reduction does not automatically cancel the continuing licence to the corrected or retained content. The remedy confirmation will explain any item-specific effect.

Ordinary cancellation of a membership without a refund does not revoke the licence attached to Digital Persona Packs or files properly downloaded during a paid membership period. Member pricing, galleries, future benefits and other ongoing access end when the paid membership ends, as described in the Membership Terms.

17Privacy, security and refund records

We use the information submitted with a request, together with relevant account, order, delivery, membership, Rewards, consent, communication, device, security and payment-status records, to verify the purchaser, investigate the issue, prevent duplicate repayment, provide a remedy and meet legal, accounting and dispute obligations.

Payment providers including Stripe, WooPayments and PayPal may process refund, fraud and dispute information under their own privacy notices. We do not receive or store complete card credentials. The Privacy Policy explains lawful bases, service providers, international transfers, retention, security and privacy rights.

Refund and dispute records may be retained for the periods explained in the Privacy Policy, including where needed for tax, accounting, fraud prevention, legal claims or provider reconciliation.

18Complaints, governing law and contact

If you disagree with an outcome, reply through the contact form with the earlier request details, the part you believe was overlooked and any further relevant evidence. We will review the complaint against the order record, applicable terms and legal rights.

Consumers and business customers

Statutory consumer cancellation rights apply only where the legal definition of consumer is met. Business purchases remain subject to the accepted contract, the obligation to supply what was agreed and any rights that cannot lawfully be excluded.

Governing law and courts

This policy is governed by the law of England and Wales. If you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in your local courts. Consumers outside the United Kingdom retain any mandatory protections that apply where they live. If you are a business customer, the courts of England and Wales have exclusive jurisdiction unless the accepted contract says otherwise.

Changes to this policy

We may update this policy prospectively to reflect changes in law, products, providers or site operation. The effective date appears at the top. A later version does not retrospectively remove a right or remedy that already arose under an accepted contract.

Contact

Cancellation notices, refund requests, complaints and questions about this policy can be sent through the onlinelad contact form. Include the order number and checkout email where relevant.