Refund Policy

Our kits and guides are digital files: PDF guides, videos and editable templates. After your payment is confirmed, we email a private download link to the email address you used at checkout.

• Your download link is valid for 1 month. After that, it expires automatically. Please download and save every file (to your computer, OneDrive, SharePoint or Google Drive) as soon as you receive the link.
• Didn't get the email? Check your spam or junk folder first. If it's not there within 1 business day, contact us and we'll resend it.
• Link expired before you downloaded everything? Contact us within 60 days of purchase with your order details, and we'll send you a new link at no cost.

When we give refunds

Digital files can't be "returned," so all sales are final once the files have been downloaded, except in these cases:

1. Defective file. A file is corrupted, won't open, or is clearly not the product you bought. Tell us within 30 days of purchase. We'll send a working copy right away. If we can't fix it, we'll refund you in full.
2. Not delivered. You paid but never received a working download link, and we can't fix that within 5 business days of you contacting us. We'll refund you in full.
3. Duplicate purchase. You accidentally bought the same product twice. Tell us within 30 days and we'll refund the extra purchase.

We don't give refunds after download for a change of mind, for buying the wrong product, or because the content wasn't what you expected. Please read the product description before you buy, and ask us if you're unsure. We're happy to help you pick the right kit.

How to ask for a refund

Email [email protected] with:

• the name and email address used at checkout;
• the product name and purchase date (your receipt is enough);
• what went wrong (for a defective file, a screenshot or the error message helps).

We reply within 2 business days. Approved refunds go back to your original payment method (card refunds through our payment processor, Square; Interac e-Transfer purchases by e-Transfer). Your bank may take 5 to 10 business days to show the refund. When a refund is approved, your licence to use the product ends and your download link is switched off.

Bundles and team licences

A bundle is one product. We refund a bundle in full only if the problem affects the whole bundle. If just one file is defective, we'll replace that file. For team or organization licences, the same rules apply to the licence as a whole.

Kit credit toward services

If we offer a credit for a kit toward a Human Touch IT service, and you use that credit, the kit can no longer be refunded.

• Sessions with André or Alice are prepaid. Reschedule for free with at least 24 hours' notice. With less notice, or if you don't show up, the session may be charged in full. If we have to cancel, you choose a new time or a full refund. See our Terms of Use for details.
• IT services and projects are quoted and agreed in writing before work starts, and refunds follow that agreement. If something we did isn't right, tell us and we'll work to fix it.

Prices are in Canadian dollars, plus GST/PST where applicable. A full refund includes the taxes you paid on that purchase.

Nothing in this policy limits any rights you have under British Columbia or Canadian consumer protection law that cannot be waived.

Human Touch IT · Courtenay, BC, Canada

Email: [email protected] · Phone, text and WhatsApp: +1 250-792-0190

Related: Terms of Use and Service · Privacy Policy