Refund Policy
This policy explains when refunds are available for digital products purchased through JaffaMSOnline, how to request one, and what to expect from the process.
JaffaMSOnline sells digital products — downloadable guides, training programmes, and similar resources. Because digital products are delivered immediately upon purchase and cannot be physically returned, our refund policy is necessarily different from that of a physical goods retailer.
We stand behind the quality and usefulness of every product we sell. Our refund policy is designed to be fair: we honour legitimate refund requests within the conditions described below, and we take every concern seriously.
"We would rather resolve a genuine concern quickly and fairly than argue over policy. If something is not right, contact us."
By completing a purchase on this website, you agree to the terms of this Refund Policy. If you have any questions before purchasing, please contact us — we are happy to clarify what a product contains before you commit.
This policy applies to all digital products sold directly through JaffaMSOnline, including:
- Downloadable guides and playbooks — such as The PLAYBOOK and any other PDF or document-based training resources.
- Training programmes and structured plans — delivered as downloadable files or emailed resources.
- Digital checklists, frameworks, and reference materials — any single-purchase downloadable asset.
This policy does not apply to free resources, lead magnets, or email newsletter content — those are provided at no charge. If you purchased through a third-party platform, that platform's refund terms may also apply alongside this policy.
We offer refunds within 7 days of purchase in the circumstances described below. All refund requests are reviewed individually and processed at our discretion, subject to applicable consumer law.
- You were charged more than once for the same product due to a technical error.
- The product file is corrupted, inaccessible, or materially different from what was described at the point of sale.
- You did not receive your download link or product access within 48 hours of purchase and have not been able to resolve the issue after contacting us.
- The product was purchased in error within 24 hours and has not been downloaded or accessed.
- A statutory right to a refund applies under the consumer law of your jurisdiction.
- You have already downloaded or accessed the product and the refund request is based on a change of mind.
- You found similar content freely available elsewhere after purchase.
- You disagree with the opinions, approach, or recommendations in the content.
- The request is made more than 7 days after the original purchase date.
- You purchased the product as part of a bundle or promotional offer where the full bundle has been accessed.
The 7-day window begins from the date of purchase, not from the date the product was first opened or downloaded. We recommend reviewing the product promptly after purchase. If you have any concerns, contact us as early as possible.
To request a refund, follow these steps. Requests that do not include the information below may be delayed.
We may ask clarifying questions before making a decision. We will not unreasonably delay or refuse a legitimate request. If a refund is declined, we will explain why.
Once a refund is approved, processing times depend on your payment method and provider. We do not control these timelines once the refund has been initiated from our side.
- Approval notification — you will receive a confirmation email within 5 business days of your request being submitted.
- Payment provider processing — refunds are returned to the original payment method. Credit and debit card refunds typically appear within 5–10 business days depending on your card issuer.
- PayPal or similar platforms — refunds typically appear within 3–5 business days.
- Buy Now Pay Later providers — refunds are processed in accordance with that provider's terms. We will notify the provider of the approved refund promptly.
If your refund does not appear within 10 business days of approval, please first check with your bank or payment provider. If the issue persists, contact us with your refund confirmation email and we will investigate.
Refunds are issued for the full purchase price paid, with no deductions. We do not charge processing or administration fees for approved refund requests.
The following situations are handled outside the standard 7-day policy on a case-by-case basis.
Duplicate charges: if you were charged more than once for the same product, this will be corrected and a full refund of the duplicate charge issued regardless of when it is reported. Please provide evidence of the duplicate transaction.
Promotional or discounted purchases: products purchased at a reduced price during a promotional period are still covered by this policy. The refund will be issued for the amount actually paid, not the standard retail price.
Bundle purchases: if you purchased a bundle containing multiple products and one item is defective or inaccessible, we will either replace the affected item or offer a partial refund proportionate to the value of the affected component. Full bundle refunds are not available once any part of the bundle has been accessed.
Statutory rights: nothing in this policy limits or replaces any statutory rights you may have under the consumer protection laws of your jurisdiction. Where applicable law provides a broader right to a refund, that right takes precedence over the terms set out here.
Fraudulent refund requests — including requests where the product has been downloaded and shared with others, or where multiple accounts are used to circumvent this policy — will be declined. We reserve the right to refuse future purchases from accounts involved in fraudulent activity.
If you are unhappy with our decision on a refund request, we encourage you to respond to our email and explain your position in more detail. We will review all additional information provided and aim to reach a fair resolution.
If you believe you have a valid claim that we have not honoured, you may raise a dispute with your payment provider or card issuer (a "chargeback"). We ask that you contact us first before initiating a chargeback, as we can often resolve genuine issues more quickly through direct communication.
Initiating a chargeback without first contacting us may result in delays and, in some cases, additional documentation requirements from your payment provider. We will always cooperate fully and honestly with any chargeback investigation.
Any disputes that cannot be resolved through direct communication will be subject to the governing law and jurisdiction stated in our Disclaimer and Copyright policy. We prefer to resolve concerns directly and informally wherever possible.
We may update this Refund Policy from time to time to reflect changes in our products, practices, or legal obligations. The "Last Updated" date at the top of this page will be revised accordingly.
The version of this policy in effect at the time of your purchase applies to that transaction. Changes to the policy do not apply retroactively to purchases already made. We encourage you to review this page before purchasing if it has been some time since your last visit.
Refund Requests & Questions
All refund requests must be submitted by email. Please include your name, purchase email address, product name, and order reference. We aim to respond to all refund-related emails within 2 business days.
For general questions about a product before purchasing, we are happy to answer those too.
Email: info@jaffamsonline.com
Subject line: Refund Request — [Product Name]