Refunds Policy

Last updated: 5 May 2026

1. When refunds apply

We offer a refund within 14 days of purchase if:

• The file you received was corrupted or unreadable AND we were unable to send a replacement that worked
• The product materially misrepresented what was delivered (e.g. you bought a 12-calculator dashboard and received a 4-calculator one)
• The product was charged twice through a payment processing error

2. When refunds don't apply

Refunds are not provided for:

• Change of mind after delivery
• "It wasn't what I thought it would be" (we publish detailed feature lists; please review before buying)
• Inability or unwillingness to use the product after delivery
• Browser compatibility issues that we can resolve via support
• Beyond the 14-day window

3. The Quarterly Updates subscription

The Quarterly Regulatory Update Subscription ($97/yr USD) is annual, billed once per year. You may cancel at any time; cancellation takes effect at the end of the paid year. We do not provide pro-rata refunds for partial years.

4. The Multi-Team Licence

The Multi-Team Licence ($997 USD) covers multi-user organisational use. Refunds follow the standard 60-day satisfaction guarantee unless your purchase agreement specifies otherwise.

5. How to request a refund

Email andrew@theprotocolcollective.com with:

• Your order ID (in your Stripe receipt)
• The product you purchased
• The reason for the refund request

We respond within 2 business days. Approved refunds are processed back to the original payment method within 5-10 business days.

6. Why this policy exists

Digital products can't be "returned" the way physical goods can — once delivered, you have access forever. The 14-day window for legitimate issues balances buyer protection with the realities of digital delivery. The Concierge tier has different terms because it includes substantial service work that can't be unwound after delivery.