Refund & Cancellation Policy
1. Eligibility at a glance
| Situation | Refund? |
|---|---|
| Not downloaded and not opened beyond the free sample, within 14 days of purchase | Yes — full refund |
| File corrupt, won’t open, or text is missing or garbled | Yes — a corrected replacement file, or a full refund if we can’t fix it |
| Bought the same book twice by mistake | Yes — the duplicate purchase is refunded in full |
| Downloaded, or opened in full in the online reader, and working as described | No — change-of-mind refunds end once the book has been delivered this way |
| Item not delivered, or we cannot deliver it (e.g. out of stock) | Yes — full refund, automatically offered |
| Charged twice for the same order | Yes — the duplicate payment is refunded in full |
| Unpaid / expired order | Nothing to refund — no money was taken |
2. Your right to cancel digital purchases
Digital content is delivered immediately. At checkout you expressly request immediate delivery and acknowledge that, where the law allows, you lose the statutory right to cancel for change of mind once delivery begins (a code is revealed, a file is downloaded, or content is streamed, read online or played). Until then, you may cancel within 14 days for a full refund. This does not affect your rights if a Product is faulty or not as described.
3. Faulty, invalid or not-as-described items
If a code is rejected, already redeemed, a file is corrupt, or content will not play, contact us within 14 days (or longer where the law requires). Please include your order number and any error message or screenshot. We will verify the issue (sometimes with the supplier) and replace the item or refund you in full.
4. Rules specific to books
- Reading the free sample (available to everyone without buying) never affects your refund rights.
- After purchase, downloading any file of a book, or opening the full book in the online reader, counts as delivery of that book.
- For a faulty file, tell us the book, the device or app you used and what went wrong (a screenshot helps). We first try to send a corrected file; if we can’t fix the problem, we refund you in full.
- When a book is refunded it is removed from your library, including online reading access.
5. How to request a refund
- Go to Account → Orders, open the order and choose Request a refund; or contact us.
- Tell us the reason. Your order page shows whether the order has been revealed, downloaded or used.
- We review every request within 3 business days and email you the decision.
6. How refunds are paid
- Approved refunds are returned to the same KPay account used for payment, for the full amount paid for the refunded items. We do not charge refund fees.
- KPay and your bank normally credit refunds within 1–7 business days.
- When an order is refunded, access to its digital content is removed and any unrevealed codes are cancelled.
7. Cancelling an order before payment
You can cancel an unpaid order at any time from the payment page or Account → Orders. Unpaid orders expire automatically after 60 minutes and any reserved stock is released.
8. Payment disputes
If something has gone wrong, please contact us before opening a dispute with KPay or your bank — we can usually resolve it the same day. Filing a dispute for an order that was delivered and used may lead to account suspension under our Terms.
Contact
Questions about this policy? Contact [Your Company Legal Name] (trading as Paper Lane Books), [Registered business address], Pakistan — email [email protected] or call [Support phone] (Mon–Fri, 9:00–18:00).