Refund Policy

1. When a Refund May Be Available

A refund may be approved where:

Duplicate Payment

You were charged more than once for the same purchase.

Unauthorized Transaction

A payment was made without your authorization, subject to reasonable verification and any applicable payment-provider procedure.

Access Was Not Provided

Payment was successfully completed, but the purchased content was not made available to you, and Bookpheral is unable to resolve the problem within a reasonable period.

Material Technical Failure

A significant technical problem prevents you from reasonably accessing or using purchased content, and Bookpheral is unable to correct the problem within a reasonable period.

Content Was Materially Misdescribed

The content provided is materially different from what was represented at the time of purchase.

Other Circumstances Required by Law

A refund or other remedy will be provided where required under applicable consumer protection law.

2. Change-of-Mind Requests

Because Bookpheral provides digital content that may become available immediately after purchase, refunds requested solely because a reader changed their mind may be declined once the content has been substantially accessed.

Where the content has not been substantially accessed, Bookpheral may consider the circumstances of the request.

This does not limit any right that cannot lawfully be excluded.

3. Refund Request Period

Where possible, refund requests should be submitted within 7 days of purchase.

Requests made after this period may still be considered where:

• the problem could not reasonably have been discovered earlier;
• access failed after purchase;
• the transaction was unauthorized;
• applicable law provides a longer remedy; or
• Bookpheral considers that a refund is otherwise appropriate.

The 7-day period does not remove any statutory consumer right.

4. Before Requesting a Refund

If the issue concerns access or a technical problem, please contact Bookpheral Support first.

Many access problems can be resolved without cancelling the purchase.

Where Bookpheral can resolve the problem within a reasonable period, it may do so before issuing a refund.

5. How to Request a Refund

A refund request should include:

• your name;
• the email address associated with your Bookpheral account;
• the title or service purchased;
• the transaction reference, where available;
• the date of purchase; and
• a brief explanation of the problem.

Bookpheral may request additional information where reasonably necessary to verify the transaction or investigate the request.

6. Refund Decisions

Bookpheral will assess refund requests fairly and may consider:

• the reason for the request;
• whether the content was accessed;
• the extent of access;
• transaction records;
• technical logs;
• evidence of duplicate or unauthorized payment;
• attempts to resolve the issue; and
• applicable legal requirements.

Bookpheral will not deny a valid statutory remedy merely because content is digital.

7. Approved Refunds

Where a refund is approved, Bookpheral will ordinarily return the relevant amount through the original payment method or another appropriate method where necessary.

Processing time may depend on the bank, card issuer, payment provider, or payment method involved.

Bookpheral cannot control the time taken by an external financial provider after a refund has been processed by Bookpheral.

8. Effect of a Refund on Content Access

Where a purchase is fully refunded, Bookpheral may withdraw the Reader’s access to the refunded content.

This does not apply where continued access is required by law or Bookpheral expressly determines otherwise.

9. Refunds and Educator Earnings

A refunded, reversed, or charged-back transaction does not count as completed Net Distributable Revenue.

If a refund occurs before the relevant educator earnings are withdrawn, the appropriate adjustment will be reflected in the educator’s balance.

If the educator has already withdrawn the earnings associated with a transaction that is later validly refunded, reversed, or charged back, Bookpheral may deduct the corresponding amount from future earnings or otherwise recover the adjustment in accordance with the applicable Distribution Agreement.

10. Abuse of the Refund Process

Bookpheral may refuse refund requests that are fraudulent, deliberately misleading, or part of repeated abuse of the refund process, provided that doing so does not interfere with a legitimate consumer right.

Bookpheral may also take appropriate action where an account repeatedly purchases, substantially accesses, and then seeks refunds for protected content without legitimate grounds.

11. Production and Professional Services

This Policy primarily applies to Reader purchases of digital content.

Refunds relating to editing, design, formatting, ISBN registration, or other professional production services will be governed by the applicable quotation, production terms, or service agreement.

Where a separate agreement does not address a particular issue, Bookpheral will apply applicable law and principles of fair dealing.

12. Institutional Purchases

Refunds involving bulk purchases, institutional licenses, or special institutional arrangements may be governed by the relevant institutional agreement.

Where no separate term applies, this Policy will apply as appropriate.

13. Chargebacks

Users are encouraged to contact Bookpheral first, where a transaction problem can reasonably be resolved directly.

Nothing in this Policy prevents a User from exercising a lawful right to dispute a transaction through their bank, payment provider, or an appropriate regulatory authority.

14. Consumer Rights

Bookpheral will administer this Policy consistently with applicable consumer protection law.

Where this Policy conflicts with a mandatory consumer right, the applicable law will prevail.

15. Contact Us

Refund enquiries and requests may be sent to: