Refund Policy

Last updated 26 August 2026. This page forms part of the agreement between you and UP DIGITAL PRODUCTS LTD.

This website is operated by UP DIGITAL PRODUCTS LTD (“we”, “us”), a private limited company registered in England and Wales under company number 17418750, with its registered office at 65 London Wall, London, EC2M 5TU, United Kingdom. You can reach us at support@updigitalproducts.com. We are not currently registered for VAT.

This policy explains when you can cancel, when you cannot, and how we pay refunds. It forms part of our Terms of Service.

1. Your 14-day right to cancel

If you are a consumer, regulation 29 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 gives you 14 days to cancel a distance contract without giving any reason and without paying any penalty. The period runs from the day after the day the contract was concluded.

We will not ask you why. We will not charge a restocking or administration fee — regulation 29(3) forbids it. We will not require you to use a particular form, though you may if you wish.

2. The exception for digital content you download

Under regulation 37, the right to cancel a contract for digital content that is not supplied on a physical medium is lost once delivery has begun — but only if both of these are true:

you gave your express prior consent for delivery to start before the 14 days were up; and
you acknowledged that by doing so you would lose the right to cancel.

If we did not obtain both of those from you, your right to cancel survives the download and you may still cancel within the 14 days.

In practice, this is how we handle it. When you accept a quote for a digital download or a software licence, the order confirmation asks you to confirm, in the same message, that you want delivery immediately and that you understand this ends your cancellation right. If you would rather keep the full 14 days, say so and we will simply hold delivery until the period ends. You will not be charged extra and you will not lose your place in the queue.

We will send you confirmation of your consent and acknowledgement on a durable medium, as regulation 16 requires.

3. If we do not tell you about the right

Regulation 31 provides that if we fail to give you the cancellation information required by regulation 13, the 14-day period is extended by up to 12 months. If we supply that information within those 12 months, the 14 days start from the day you receive it.

4. Bespoke work already started

Where you have asked us to start building during the cancellation period and then cancel, regulation 36(4) entitles us to a proportionate payment for the work done up to the moment you told us — calculated against the total price in the proposal. If we never obtained your express request to begin early, regulation 36(6) means you owe us nothing for that work.

Note that bespoke software delivered electronically is not “goods made to your specification” for the purposes of regulation 28(1)(b) — that exclusion applies to tangible goods. So the cancellation right is not switched off simply because the work is custom. What limits your refund is the proportionate payment above, and nothing more.

5. How to cancel

Email support@updigitalproducts.com with your invoice number and a clear statement that you are cancelling, or write to us at 65 London Wall, London, EC2M 5TU, United Kingdom. Sending it before the 14 days expire is enough — regulation 30(4). We will acknowledge receipt without delay.

You may use the form below, but you do not have to. It reproduces the model cancellation form in Schedule 3 to the Regulations.

Model cancellation form
To UP DIGITAL PRODUCTS LTD, 65 London Wall, London, EC2M 5TU, United Kingdom, support@updigitalproducts.com:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date

[*] Delete as appropriate.

6. How we refund

We refund within 14 days of the day we are told you are cancelling — regulation 34(1).
We refund the full amount you paid, using the same means of payment you used, unless you expressly agree otherwise. You will not pay any fee as a result — regulation 34(6) and 34(7).
We do not issue store credit or vouchers in place of money unless you ask us to.
Once we have issued the refund, how quickly it appears is up to your bank or card provider.

7. If something is wrong with what you bought

This is separate from cancelling, and it is not limited to 14 days. If digital content we supplied is faulty, not as described, or not fit for a purpose you told us about, the Consumer Rights Act 2015 gives you the right to a repair or replacement, and to a price reduction of up to the full price if that cannot be done or is not done within a reasonable time. Section 46 also covers damage the content causes to your device. Full detail is in section 8 of our Terms of Service.

Tell us what has gone wrong at support@updigitalproducts.com and we will deal with it. We will not ask you to contact the publisher instead — we sold it to you, so the obligation is ours.

8. Business customers

The 2013 Regulations and the Consumer Rights Act 2015 protect consumers, not businesses. If you bought in the course of a trade or profession there is no statutory right to cancel. We will still consider a request on its merits, and we will always put right a product that was not what the quote described.

9. Complaints

If you are unhappy with how a refund has been handled, email support@updigitalproducts.com. We acknowledge complaints within one working day and aim to resolve them within eight weeks. Section 11 of our Terms of Service explains what to do if we cannot agree.