BookLaunchIQ legal documents
Digital Purchases, Refunds & Cancellations Policy
The draft policy for BookLaunchIQ customer digital purchases.
1. Scope
This Policy covers customer purchases of digital books and products through BookLaunchIQ. Publishing-service purchases may have separate transaction-specific conditions.
2. Nature of digital products
Digital books are intangible products supplied electronically through the Customer Library and download system.
3. Before payment
Before provider handoff, customers can review title/product, included format, quantity where applicable, price, currency, total and selected payment method, and can correct or withdraw from the proposed purchase using cart and checkout controls.
4. Payment status
A failed, cancelled, declined, expired or unverified payment creates no paid entitlement. A browser return from a payment provider is not proof that payment was received and verified.
5. Change of mind
BookLaunchIQ does not promise an unconditional cooling-off refund after successful digital-book fulfilment where South African law does not require one. ECTA's cooling-off provision excludes transactions involving the sale of books, while mandatory remedies arising elsewhere remain preserved.
6. Remedy cases
BookLaunchIQ will investigate appropriate remedies for duplicate charges, verified payment without fulfilment, an incorrect title, an unavailable advertised format, a corrupted or unusable file not reasonably remedied, an unauthorised transaction, inability to perform an order, or another mandatory statutory remedy.
7. Remedy hierarchy
Depending on the issue and applicable law, BookLaunchIQ may restore access, replace or correct a file, fulfil a missing entitlement, correct an administrative error, refund a qualifying transaction, or provide another legally appropriate remedy. It does not force a refund where restoring the purchased product properly resolves the problem and the law permits that remedy.
8. Request procedure and investigation
A customer should provide their account email, order/reference, title, nature of the problem and supporting evidence reasonably available. Do not send full card credentials by email. BookLaunchIQ may verify transaction status, provider evidence, order, entitlement, delivery, file integrity and duplicate-payment evidence.
9. Approved refunds and chargebacks
Where a refund is approved, BookLaunchIQ will use the original or another appropriate payment channel where reasonably possible. Provider or bank posting time may occur after BookLaunchIQ initiates a refund. Customers are encouraged to contact support where practical, but this Policy does not prohibit lawful chargeback rights.
10. Mandatory rights
Nothing in this Policy excludes a right or remedy that cannot lawfully be excluded.
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