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Instant Digital Delivery  ·  Downloadable Travel Planners & Templates  ·  UK-Based Business

ALVERODigital Travel

Policy

Refund Policy

Last updated: March 2025

Summary

All Alvero Ltd products are digital downloads delivered immediately after purchase. If you experience a technical failure, receive a defective file, or are delivered the wrong product, contact us at support@alveroltd.com within 7 days and we will resolve it. For problems with your order, we are here to help.

1. Digital Products — General Policy

All products sold by Alvero Ltd are digital downloads (PDF files, spreadsheets, Canva templates, and Notion templates). Because digital files are delivered and accessible immediately after a confirmed payment, we are not able to offer refunds on the basis of a change of mind once a file has been successfully accessed or downloaded with no technical fault.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers may waive their 14-day right to cancel for digital content that has been supplied, provided they give express consent before supply begins and acknowledge the right to cancel will be lost. This consent is collected at the point of purchase.

This policy does not affect your statutory rights in cases of faulty or misdescribed goods.

2. When a Refund May Be Considered

We will review and, where appropriate, issue a full refund or a replacement in the following circumstances:

Technical Failure

Your payment was confirmed but you were unable to access or download the file due to a technical error on our side (e.g. the download link did not work and we are unable to resend it in a reasonable timeframe).

Defective or Corrupted File

The file you downloaded is corrupted, incomplete, or materially different from what was described on the product page.

Incorrect Product Delivered

You received a file for a different product than the one you purchased.

Accidental Duplicate Purchase

You accidentally purchased the same product twice in the same transaction period. Please contact us within 48 hours of the duplicate purchase with your order reference numbers.

3. When Refunds Are Not Available

Refunds are not available in the following circumstances:

  • You changed your mind after downloading or accessing the product
  • You did not read the product description before purchasing (including file format and any required third-party accounts)
  • You do not have access to the required software (e.g. Canva, Notion, Excel, or a PDF reader) — this information is clearly stated on the relevant product page
  • You found a similar product elsewhere at a lower price
  • You purchased as a gift and the recipient does not want it

4. How to Request a Refund

To request a refund under the circumstances described in Section 2, contact us at support@alveroltd.com within 7 days of your purchase date.

Please include:

  • The email address used at checkout
  • Your order reference number
  • The name of the product
  • A description of the issue and, where relevant, a screenshot

5. Processing Time

We aim to respond to all refund requests within 1–2 business days. Where a refund is approved, it will typically be processed within 5–10 business days, depending on your payment method and bank. Refunds are issued to the original payment method.

6. Contact

For refund or billing queries, contact us at support@alveroltd.com or via our contact page. See also our Digital Delivery Policy.