Refund Policy

This refund policy covers every Fittssy digital product available for one-time purchase: the 14 DARKFIELD monographs, the 5 DARKFIELD bundles, the LEGEND tier, and any other one-time purchase listed at fittssy.com/shop. It does not cover NETRUNNER subscriptions (governed by the 30-day PR Guarantee in /terms#guarantee) or free downloads.

Fittssy publishes a 14-day refund window for digital products that have not been accessed. Once a product has been downloaded, the purchase is treated as fully delivered and the consumer right to cancel under the UK Consumer Contracts Regulations 2013 Reg 37(1)(a) is waived — see the section below for the legal basis. We honour the spirit of consumer protection while respecting that digital goods cannot be ‘returned’ once delivered.

You may request a refund on any one-time digital purchase within 14 calendar days of the date the purchase was made. The 14-day window starts at the timestamp recorded on your Stripe receipt and ends 14 calendar days later at 23:59 UTC.

Requests submitted after the 14-day window has closed will not be processed. We track this strictly because every digital product is delivered immediately and in full at the time of purchase — there is no shipping window during which the order could be cancelled.

Refunds are available only when the product has not been downloaded. ‘Downloaded’ means a successful POST to /api/library/[sku]/sign-url that returned a signed URL — the same event that increments the per-purchase download_count column.

Each purchase row carries a `download_count` integer that increments on every successful signed-URL request. If `download_count >= 1` at the time you submit your refund request, your purchase is treated as accessed and the refund is denied — regardless of whether you have actually opened the PDF, regardless of whether the link expired before you read it, regardless of whether you forwarded the link to anyone else.

This is enforced server-side via the entitlement RPC (migration 137) plus the SECURITY DEFINER counter (migration 138c). The /account/library page surfaces the eligibility status visually — the ‘Request refund’ button only appears when `download_count === 0`.

Bundle purchases (Strength Stack, Autonomic Stack, Women’s Operator Stack, Comeback Kit, Operator Library, Neural+Apex Bundle) are refundable if and only if NONE of the component products in the bundle have been downloaded. Downloading any single component in a bundle voids the refund eligibility for the entire bundle.

Example: if you buy the Operator Library (17 components) and download just one of the 17 PDFs, the bundle becomes fully accessed and is no longer refundable — even if the other 16 PDFs remain unopened. This rule applies to every bundle SKU and is enforced by the same `download_count` check as individual products.

Bundle refunds are processed at the bundle price actually paid, not the rack-up component price. Operator Library refunds, where eligible, return £99 (launch-window price) or £149 (post-launch standard price), whichever you paid — not the £252.84 rack value.

Email hello@fittssy.com from the email address you used at checkout. Include the product SKU (visible on your /account/library card) and a brief reason for the request — we read every reason but do not require any specific format. The /account/library refund button opens a pre-filled mailto with this template ready to send.

We respond within 3 working days during the 14-day window. Approved refunds are processed back to the original Stripe payment method within 5–10 working days; the actual settle time depends on your bank or card provider. You will receive a Stripe email confirmation when the refund clears.

If we deny your request — either because the 14-day window has closed, the product has been downloaded, or the purchase falls outside this policy — we explain the reason clearly. You retain any mandatory consumer-protection rights under the laws of your country of residence.

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers ordinarily have a 14-day right to cancel a purchase. Regulation 37(1)(a) of those regulations specifies that this right is lost in respect of digital content where: (i) the supplier began performance of the contract with the consumer’s express prior consent; and (ii) the consumer expressly acknowledged that the right to cancel would be lost once performance began.

Every Fittssy checkout flow surfaces this waiver explicitly: the Stripe Checkout terms-of-service link points to /terms which states the waiver in plain English, and the /shop product cards repeat the waiver in the disclaimer footer. By completing checkout you confirm both (i) and (ii) above.

We choose to offer a 14-day refund window on undownloaded products as a matter of policy — not because the law requires it. This is more generous than the strict CCR 2013 outcome, which would permit zero refunds on delivered digital goods. Our policy applies in addition to, and does not displace, any mandatory consumer-protection rights you have under the laws of your country of residence (which may grant a longer window or different conditions for EU residents).

Refund requests: hello@fittssy.com.

Legal queries about this policy: legal@fittssy.com.

Published by Fittssy, United Kingdom.