Cancelling and refunds

This page says what the law gives you when you buy an electronic book from us. It does not add anything on top of that, and it does not take anything away.

Two different situations are covered, and they are easy to confuse. Cancelling because you changed your mind is one. Something being wrong with the book is the other, and it is not limited in time the way the first is.

Changing your mind

When you buy something online you normally have fourteen days to withdraw, without giving a reason. Electronic books are the exception the law makes for digital content that is not delivered on a physical medium: the right ends once we begin giving you the content, if you agreed to that and confirmed you understood what it meant.

That is exactly what happens at checkout. Before you pay, you are asked to agree that your access starts immediately, and to confirm that you know this ends your right to withdraw. You cannot get the book without agreeing, because the law does not let us deliver it any earlier, and once you have agreed and your access is open, there is no right to withdraw and no refund for changing your mind. The email we send after your purchase records that you agreed and when.

If you have paid but your access has not been opened yet, the right to withdraw is still yours. Write to [email protected] and we will cancel the purchase and return the money.

Free books and gifts have nothing to withdraw from. A seat in a team licence belongs to the person who bought the licence, and only they can cancel it, under the same rule.

When the book is faulty

This is a separate right and it is not fourteen days.

If a file will not open, a chapter is missing, a download link does not work, a companion material is not there, or the book does not match what its page said it contains, tell us. The law entitles you to have it put right. In order: we repair it. If repair is impossible, or we do not manage it in reasonable time, you can require a reduction of the price or cancel the purchase and get your money back.

The same applies if we stop supplying the revisions and materials that your purchase entitled you to while your right to the current layer was still running, or if an update we supply makes the book worse.

This right runs for the period the law sets, which is at least two years from delivery for a book delivered once, and for the whole period of supply for the revisions and materials that come with it. It does not depend on you having noticed the problem quickly.

Write to [email protected] and describe what is wrong. We do not ask you to prove it; if there is a fault we can see, we fix it.

A payment that was not a sale

If you were charged twice for the same book, or charged for something you did not buy, that is not a purchase and there is nothing for you to cancel. Tell us and the money comes back. The same holds if a payment went through but no right was created in your library, which would mean something on our side failed.

What happens to your access when a purchase is cancelled

When a purchase is cancelled for any of the reasons above, the right it created is removed: the web edition, the downloads and the companion materials stop working.

Files you already downloaded stay on your device. We ask you to delete them, and we have no way to reach them, so we will not pretend otherwise. Those copies carry the invisible marks described in the terms of use, and they remain traceable to the purchase.

Printed copies

Printed copies are sold by the print-on-demand platform, which is the seller of the printed copy, and the fourteen-day right to withdraw applies to them in the ordinary way. You ask them, not us. Their link is on the book’s page.

Where to go if we get it wrong

Write to [email protected] first. If we cannot settle it between us, you can turn to the Bulgarian Commission for Consumer Protection, or to the alternative dispute resolution body for the country where you live, and to the European online dispute resolution platform.

A dispute about the payment itself - a charge you do not recognise, a receipt, VAT - belongs to the payment provider, who is the seller of the electronic editions. Their details are on your receipt.