Refunds and Cancellations
1. About this policy
1.1 This Refunds and Cancellations Policy forms part of our Terms of Service. Words defined in the Terms have the same meaning here.
2. Sales are final
2.1 Digital Books are delivered by email and cannot be returned. Once an Order has been delivered it cannot be cancelled, and the amount paid for it is not returned, except as a Refund under clause 5.
2.2 At checkout you confirm that you understand this. Before you buy, please check the title, edition, language and format stated on the Product Page, and read the free sample where one is offered.
3. How we put things right
3.1 If something goes wrong with an Order, we put it right as follows:
- The Order did not arrive. We resend the Download Link to the Checkout Email. Sending to a different address is dealt with under clause 7 of the Delivery Policy.
- A file will not open or is damaged. We send you a fresh, working copy and instructions for opening it.
- The Digital Book you received does not match the title, edition, language or format stated on its Product Page. We send you the Digital Book that matches it.
3.2 To report a problem, email hello@qootbooks.com, from the Checkout Email where possible, giving the Order ID or forwarding the Order confirmation, and describe what happened. Please include the information we reasonably need to investigate, such as screenshots, error messages, the device and reading app you used, or the email exactly as you received it.
4. Duplicate charges and cancelled Orders
4.1 We return money in the following cases. These are not Refunds, because in each case either no Digital Book was delivered or the amount was never owed:
(a) Duplicate or incorrect charge. If you were charged twice for the same Order, or charged more than the total shown at checkout, we reverse the excess.
(b) Order cancelled before delivery. If we cancel an Order under clause 5.4 or 5.5 of the Terms, we return the full amount you paid.
5. When we issue a Refund
5.1 “Refund” means the return of the amount paid for a Digital Book that has been delivered. An Order for which nothing was paid cannot be Refunded; clause 3 applies to it as to any other Order.
5.2 We issue a Refund for a Digital Book when all of the following apply:
(a) you report the problem under clause 3.2 within thirty (30) days of the Order;
(b) you give us the information we reasonably need to investigate it; and
(c) we have been unable to provide you with a working copy of the correct Digital Book within ten (10) Business Days of receiving your report and that information.
5.3 A Refund is paid to the payment method used for the Order. When a Refund is paid, the Licence for that Digital Book ends and you must delete all copies of it.
5.4 We issue Refunds only under this clause 5. Problems caused by a Checkout Email you entered incorrectly are dealt with under clause 7 of the Delivery Policy and are not grounds for a Refund.
6. Your legal rights
6.1 Nothing in this Policy limits any right you have that cannot be waived under the consumer-protection law that applies to you, including, in the United Arab Emirates, Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations.