Refund policy

Last updated: 2 October 2026. These terms apply to new orders from this date; earlier orders retain the terms agreed when purchased.

Digital products and your rights

VAULT SOP Systems supplies downloadable documentation. No equipment, consumables, controlled substances or physical goods are included unless a listing expressly says otherwise. Contact vaultsopsystems@gmail.com or write to 135 Dolgwenith, Llanidloes, Powys, SY18 6YT, United Kingdom for order support or a cancellation request.

Consumer cancellation

If you buy as a UK consumer, you normally have 14 days to cancel a digital-content contract without giving a reason, starting on the day after the contract is made. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

Your cancellation right is lost on early supply only when all applicable legal requirements have been met: you have given prior express consent to supply beginning during the cancellation period, acknowledged that your cancellation right will be lost, supply has begun, and the required confirmation has been provided in a form you can keep. Merely placing an order, accepting general terms or receiving a link does not by itself establish that those requirements were met.

If the required consent, acknowledgement or confirmation is missing, your applicable cancellation rights remain. Nothing here requires you to pay for digital content where the law says no payment is due.

How to cancel

Email us or send a clear statement by post before the applicable cancellation period expires. Include your name, order number, order date and the content you wish to cancel. You may use the optional form below, but do not have to.

To: VAULT SOP Systems, 135 Dolgwenith, Llanidloes, Powys, SY18 6YT, United Kingdom; vaultsopsystems@gmail.com.
I give notice that I cancel my contract for the following digital content: [product].
Ordered on: [date]. Order number: [number].
Consumer name and address: [details].
Date: [date]. Signature: [only if sent on paper].

For a valid statutory cancellation, we reimburse the payments due without undue delay and within 14 days after being informed of your decision, using the original payment method unless you expressly agree otherwise. We do not charge a refund fee.

Faulty, incorrect or misdescribed content

Consumer digital content must meet the applicable standards of satisfactory quality, fitness for a purpose made known and agreed before purchase, and correspondence with its description. If a file is incorrect, inaccessible, faulty or not as described, tell us what happened. An order number or other reasonable proof of purchase helps us locate it.

Depending on the circumstances, you may be entitled to a repair or replacement at no cost, within a reasonable time and without significant inconvenience. Where the legal conditions are met, you may instead be entitled to an appropriate price reduction, which can be a full refund. Any refund due following an agreed statutory price reduction is paid without undue delay and within 14 days. Other rights, including rights relating to our right to supply the content or damage to a device caused by a failure to exercise reasonable care and skill, are unaffected.

Business orders and custom work

Business customers do not normally have the consumer 14-day change-of-mind right. Supplied business downloads are not refundable for a change of mind unless the agreed terms say otherwise. This does not remove rights concerning breach of contract, defective content or misdescription. Custom services have a separately agreed scope and cancellation terms; describing a service as custom does not automatically remove consumer rights.

Complaints

Send complaints to vaultsopsystems@gmail.com. We will investigate, explain our response and seek to resolve the issue promptly. This policy does not exclude or restrict any mandatory rights in your jurisdiction.