Refund Policy
What is refundable across the three things we sell: books, portal subscriptions and data licences. Commissioned work is governed by its own scope and is treated differently from a product you buy off the shelf.
01Books bought direct
If you buy a printed title from us and it arrives damaged, misbound or incomplete, tell us within 30 days and we will replace it or refund it in full, including return postage. Unread titles in resalable condition may be returned within 14 days of delivery for a refund of the purchase price; you pay return postage.
02Ebooks and digital downloads
Digital files are exempt from the statutory right to cancel once download begins, and you are asked to acknowledge that at checkout. If a file is corrupt, fails to open, or does not match its description, we will fix it or refund it in full.
03Portal subscriptions
New subscriptions may be cancelled within 14 days for a full refund, provided fewer than 20 records have been viewed. After that, annual subscriptions cancelled mid-term are refunded pro rata for complete unused months, less any set-up fee already incurred. Monthly subscriptions stop at the end of the current period and are not refunded for part of a month.
04Institutional and multi-seat access
Institutional agreements follow the cancellation and refund terms in the signed order form, which override this page. Seats added mid-term are charged pro rata; seats removed mid-term are credited at the next renewal rather than refunded.
05Data licences
A licence fee becomes non-refundable once the first delivery is made, because the dataset cannot be returned. If a delivery materially fails the documented schema, or a field described as verified proves not to be, we will correct and redeliver at no charge, and if we cannot, we will refund the fee for the affected release.
06Commissioned work
Publishing, portal and research engagements are quoted as a fixed fee against a written scope and invoiced in stages. Stages already delivered and accepted are not refundable. If you cancel mid-engagement you pay for completed stages and for commitments we have properly incurred, such as print runs already placed. If we cancel without cause, we refund any fee paid for work not yet delivered.
07Statutory rights
If you are buying as a consumer, nothing here affects your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.
08How to claim
Email hello@helpora.uk with the order or invoice number and what went wrong. We acknowledge within one working day and decide within five. Approved refunds are paid to the original payment method within 14 days.