Refund policy

Effective date: 1 January 2026. This policy applies to purchases of the Mactria Help e-book, including the single-reader and team licences. It does not limit any statutory consumer right available to you under the law of your own country or state.

The fourteen-day refund

You may request a full refund within fourteen calendar days of your purchase date, for any reason or none. The refund covers the full amount you paid, including the licence tier you selected. You do not have to return or delete the files, although we ask you not to redistribute them once refunded.

How to request a refund

1. Email usWrite to [email protected] from the address you used to purchase.
2. Include two detailsYour order reference if you have it, and the email address used at checkout. Nothing else is required.
3. Wait for confirmationWe acknowledge refund requests within two working days and process them within five.
4. Watch your statementCard refunds usually appear within five to ten business days, depending on your bank.

What we ask in return

Nothing beyond fairness. If the files are already saved, please do not keep them or pass them on. If your request relates to a problem with the content, telling us what went wrong helps us fix it, but it is entirely optional and does not affect the outcome.

Exceptions

• Requests made more than fourteen days after purchase are outside this policy, though we may still help at our discretion.
• Repeated purchase-and-refund patterns may lead us to decline future orders.
• Purchases made through a third-party marketplace are governed by that marketplace’s own refund rules.

Faulty or missing files

If a delivery link fails, if a file will not open, or if you receive the wrong format, contact us first rather than refunding. These problems are almost always fixed within a day by resending the link in the format you need.

Team licences

A team licence may be refunded within fourteen days on the same terms. If some seats have already been used, we may refund the unused portion instead of the full amount, at your preference.

Chargebacks and card disputes

If something has gone wrong with an order, please write to us before contacting your card issuer. A refund request we can process in a day often becomes a dispute that takes weeks, and the paperwork benefits nobody. We confirm in writing whenever a refund has been issued, which you can use if your bank asks for evidence. We do not contest legitimate disputes, and we never treat a refund request as an accusation.

Records we keep

For tax and accounting purposes we retain a record of the order, the amount paid and whether a refund was issued. We do not store card numbers; those remain with the payment processor. Our privacy policy describes the retention period and the rights you have over these records, including how to request a copy or ask for correction.

Contact

Refunds: [email protected]. General order help: [email protected], or call +1 (415) 555-0198 during Pacific business hours. Mactria Media LLC, 1180 Mission St, Suite 210, San Francisco, CA 94103, United States.