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PURCHASES, CANCELLATIONS & REMEDIES
A fair route when something goes wrong.
This policy explains how cancellations, returns, refunds and other remedies are handled for STRAVENIQ digital products, books, physical goods, learning services and purchases made through external retailers.
Statutory rights preservedClear retailer routesFormat-specific guidanceHuman support available
CHOOSE THE CORRECT ROUTE
Where did you buy, and what did you buy?
The answers determine who must handle your request and which rights may apply.
01EXTERNAL CHECKOUT
Amazon, Selar or another retailer
The retailer normally controls payment, cancellation, return and refund processing.
View retailer route →02INSTANT ACCESSDigital download or bundle
Immediate supply can affect cancellation rights, but faulty-content remedies remain.
View digital route →03DELIVERED ITEMPaperback or physical product
Distance-sale cancellation and faulty-goods rules may apply.
View physical route →04LEARNING OR SERVICEAcademy, workshop or service
Programme-specific cancellation terms apply alongside mandatory legal rights.
View service route →OUR APPROACH
This policy does not remove your legal rights.
Nothing in this policy excludes or restricts remedies that cannot lawfully be excluded. If a product is faulty, misdescribed, not supplied, or does not meet applicable legal standards, you may have rights to repair, replacement, repeat performance, price reduction or refund depending on the circumstances.
A change of mind is different from a fault. The rules for change-of-mind cancellation depend on the product format, whether supply has started and who sold the product.
IMPORTANT DISTINCTION
Change of mindCancellation rights depend on format, timing, consent and seller.
Faulty or misdescribedStatutory remedies may apply even when ordinary cancellation does not.
Technical access issueWe will first try an appropriate access, replacement or support solution.
External retailer orderThe retailer's process applies, subject to applicable law.
PURCHASES THROUGH EXTERNAL RETAILERS
Contact the business that accepted your payment.
STRAVENIQ products may be sold through Amazon, Selar, Payhip, Etsy, Gumroad, Kobo, Apple Books, Google Play Books, Udemy or another approved retailer. Your receipt identifies the seller for that transaction.
Use its request process
Follow the retailer's cancellation, return, faulty-item or refund route.
Keep evidence
Save the receipt, messages, screenshots and any relevant photographs.
Ask us to help route it
If you cannot identify the route, STRAVENIQ can help clarify where to ask.
Retailer decisions: where an external retailer is the seller, it normally issues any approved refund to the original payment method under its process and applicable law. STRAVENIQ cannot access or reverse a payment held entirely by another retailer.
DIGITAL PRODUCTS
Immediate supply may end the normal change-of-mind cancellation right.
Digital products can include ebooks, PDFs, ZIP files, workbooks, spreadsheets, dashboards, templates and toolkits. Where you expressly request supply during the cancellation period and acknowledge that the cancellation right will be lost when supply begins, the ordinary change-of-mind right may end once access or download starts.
If legally required consent and acknowledgement were not obtained, different cancellation rights may apply. This policy does not override them.
DIGITAL REMEDY GUIDE
- You cannot find the emailCheck spam, promotions and the retailer account first.
- The link does not workRequest restored access or a replacement link.
- The file is corruptedRequest a working replacement copy.
- The content is faulty or misdescribedContact the seller and describe the mismatch or defect.
- You changed your mind after access beganA refund may not be available where cancellation rights were validly lost.
FAULTY DIGITAL CONTENT
Accessing a file does not remove fault-based remedies.
Where digital content does not meet applicable legal standards, the available remedy depends on the issue and whether it can reasonably be corrected.
Describe the issue
Tell us or the seller what fails, what was expected and what device or software you used.
Allow a suitable correction
A working download, replacement file or other correction may resolve the problem.
Request the legal remedy
If correction is impossible, unsuccessful or not completed appropriately, a price reduction or refund may apply.
PHYSICAL BOOKS & GOODS
Distance-sale cancellation and faulty-goods rights are separate.
For eligible online purchases, a consumer may normally notify the seller of cancellation within 14 days after receiving the goods, then return them within the applicable further period. Exceptions can apply. Follow the seller's instructions before sending anything back.
Unless the item is faulty or the seller agrees otherwise, you may be responsible for the direct return cost where this was properly disclosed. Handle goods only as necessary to establish their nature, characteristics and functioning; excessive handling may affect the refund where permitted by law.
Changed your mind
Notify the seller within the eligible cancellation period and follow its return instructions.
Damaged, faulty or incorrect
Contact the seller promptly with the order number and photographs where useful.
Not delivered or delayed
Use the retailer's tracking and non-delivery route. Applicable delivery rights remain.
Refund timing
The seller may wait for the returned goods or evidence of return where the law allows.
ACADEMY, COURSES & SERVICES
Confirmed programme terms will explain cancellation before enrolment.
STRAVENIQ Academy is presently presented through registration-of-interest routes until dates, fees, duration and delivery are confirmed. A registration of interest is not a paid enrolment and does not require a refund.
Before service begins
Eligible consumers may have a cancellation period for distance service contracts. The specific enrolment terms will explain how to exercise it.
Early commencement
If you expressly request a service to begin during the cancellation period and later cancel, a proportionate charge may apply for service already provided where lawful.
Fully performed services
The cancellation right may be lost after full performance where the legally required request and acknowledgement were provided.
Programme changes
If STRAVENIQ cancels or materially changes a paid programme, the programme terms and applicable law determine transfer, alternative delivery or refund.
WHAT IS NOT AUTOMATICALLY REFUNDABLE
A refund is not guaranteed merely because a product was not used or did not produce a hoped-for result.
Subject always to statutory rights and the seller's terms, refunds are not automatically due for:
×Changing your mind after validly consenting to and beginning immediate digital supply
×Failing to download, open, read or use an accessible product
×Lacking software or device compatibility that was clearly disclosed before purchase
×Expecting a guaranteed financial, career, business or personal outcome
×Requesting a refund from STRAVENIQ where another retailer exclusively holds the transaction
×Breaching the product licence, sharing files or misusing access
MAKE A REQUEST
Send enough information for the request to be understood.
Do not send complete card details, account passwords or private download links.
Identify the order
Product, retailer, order date, order email and receipt/reference.
Explain the reason
Change of mind, access failure, fault, damage, incorrect item or non-delivery.
Provide useful evidence
Relevant screenshot, error message or photograph—without sensitive payment data.
State the remedy sought
Access restoration, replacement, repair, price reduction, cancellation or refund.
REFUND PROCESSING
Approved refunds normally return through the original payment route.
The responsible seller determines approval and processes the payment. Timing can depend on the payment method, bank and retailer. Where legally required, the seller will refund within the applicable deadline and include the appropriate delivery amount.
KEEP IN MIND
Original payment methodNormally used unless another lawful arrangement is agreed.
Currency differencesExchange-rate or bank differences may affect the converted amount.
Return evidenceMay be required before a physical-goods refund is completed.
Separate retailersSTRAVENIQ cannot control another retailer's banking times.
Please contact the seller before starting a payment dispute.
Giving the seller a reasonable opportunity to investigate may resolve access, fulfilment or refund problems faster. Nothing here removes your right to use lawful dispute procedures. Fraudulent or abusive chargebacks may be contested using the order, delivery and access records available.
This policy works with the Terms & Conditions.
The Terms identify the contracting seller, licence and product conditions. If a retailer's lawful terms govern a transaction, those terms also apply. Where documents conflict, mandatory law prevails.
Read the Terms & Conditions →NEED HELP WITH THE ROUTE?
We can help you identify the correct next step.
Email info@straveniq.co.uk or use the purchase-support form. Include the useful order details, but never send card numbers or passwords.
POLICY UPDATES
This page will change if products, sellers or legal requirements change.
The effective date identifies the current version. A later policy will not remove rights already attached to an earlier accepted order.
