Refunds and cancellations

This page repeats the refund and cancellation clauses of our terms, word for word. If the two ever differ, the terms apply.

Ebooks

4.5 Cancelling and refunds.

• Faulty or not as described. If a file is faulty or not as described, write to us and we will fix it or arrange a refund.
• EU and UK buyers. If you are a consumer in the EU or the UK, Link's terms give you the right to cancel your order within 14 days of the day you receive access to the ebook. To cancel, contact Link support at support.link.com, or write to us at contact@fenpress.com and we will arrange it.
• Other refunds. You can ask Link for a refund through Link support, for the reasons Link's terms allow. Link may consult us before deciding.
• After a refund. If you cancel or are refunded, your licence to the ebook ends, and you must delete the files.
• Your legal rights. Nothing in these terms removes any right you have under the consumer law of your country.

Tips

4.6 Tips.

• A tip is a voluntary thank-you paid to Fen Press, the publisher, to pay for the next Books. A tip buys nothing, and nothing is sent in return.
• Tips are processed by Stripe with Fen Press as the merchant; Link is not involved.
• Tips are not refundable, except where the law requires a refund or a tip was made by mistake and you tell us within 14 days.

Free ebooks

4.8 Free ebooks.

• A Creator may give a Book's ebook away free, for a limited time or with no end date. The Book's page says when it is free, and until when if the offer ends.
• To get a free ebook you give us your email address, and your name if you like. Your copy is marked with them and with its order number, as in 4.3. By asking for it, you agree to this marking.
• A free copy is for you alone, under the same personal licence as a bought one (4.4). You may not transfer, share, sell, lend or upload it, and you may not remove or alter its marks.
• We give one free copy of a Book per email address.
• When an offer ends, copies already given stay yours to read under the same licence. New copies are then sold at the Book's price.
• A free copy costs nothing, so there is nothing to refund. If a free copy is faulty, write to us and we will fix it.
• You can ask us at any time to delete the email address and name you gave for a free copy, as our Privacy Policy explains. The marks already in your copy stay in it.

Paperbacks

4.12 Cancelling a paperback order (consumers in the EU, the EEA and the UK).

• Your right. You may cancel within 14 days of the day you receive the book, without giving a reason.
• How to cancel:
  • use the "Cancel contract here" link on your order page or in your order email;
  • or send us the model withdrawal form, or any clear statement, at contact@fenpress.com.
  • We confirm receipt by email.
• You keep the book. We do not ask for it back.
• Your refund. We refund the price and the standard shipping charge within 14 days of hearing from you, to the payment method you used.
• Elsewhere. Outside the EU, the EEA and the UK, a paperback is printed as soon as it is paid for and cannot be cancelled after that. 4.13 still applies.
• Repeated cancellations.
  • After a buyer has cancelled two paperback orders under this section, we no longer accept paperback orders from them. Ebooks are not affected.
  • We recognise a buyer by their email address, payment card, name and delivery address, or phone number.
  • If an order is placed anyway, we refund it in full and do not print it.
  • The buyer may ask us to review this. A person decides, and may restore paperback ordering with or without an administration fee. Any fee is stated, and must be agreed and paid, before ordering is restored.
  • None of this limits a cancellation itself: every cancellation under this section is honoured and refunded in full.

4.13 Damaged, misprinted or lost copies (everywhere).

• Damaged or misprinted: tell us within 30 days of delivery, with a photo. We will send a new copy or refund you. You do not need to return the faulty one.
• Lost: if your paperback has not arrived within 30 days of dispatch, tell us and we will reprint it or refund you.

4.14 Legal guarantee. If you are a consumer in the EU, the EEA or the UK, you also have the legal guarantee of conformity under the law of your country. In the EU, that lasts at least two years from delivery. 4.13 is in addition to that guarantee, not instead of it.

To cancel a paperback order, use the link in your order email, find your order, or send us the model withdrawal form.

Questions? Write to help@unionofbooks.com.