Refunds & Cancellations

If the problem is on our side or the seller's side, you get the item price back, the sales tax charged on it, and the 6% buyer service fee charged on it. Unused shipping is refunded too where it applies. Situations covered include:

• a duplicate purchase of the same item;
• an item that turns out to be unavailable or out of stock;
• a defective, corrupt or unreadable file;
• an access problem we cannot resolve; and
• content removed because of a rights complaint after you bought it.

These are treated as errors, not as change-of-mind returns.

For physical goods, change-of-mind returns are handled by the seller who shipped or handed over the item, under the return terms shown on their storefront. Return shipping and condition requirements are between you and that seller.

On a discretionary return, the 6% buyer service fee may be retained rather than refunded — but only where retaining it is permitted and where it was clearly disclosed before you placed that order. Whenever a fee is retained, the exact retained amount and the exact refund total are shown to you before anyone confirms the refund, and we do not describe it as a full refund.

Because digital items are delivered immediately, refunds outside the error cases in section 1 are discretionary. We will always look at defective files, wrong editions and access failures. Your mandatory consumer rights are preserved and are not reduced by this policy.

A refunded digital item ends the licence and library access for that item. If you own the same edition through a second purchase that has not been refunded, that access continues.

Open the order in your account and use the refund request there, or email contact@uponthisrockpublishing.com with your order number and what went wrong. A request goes to the seller and to us; you will be told the outcome and, if approved, the exact amount.

Payments today are collected and returned by hand rather than through an automatic card system, so a refund is sent back to you by the same route the payment came in wherever possible, and it is arranged by a person rather than reversed instantly.

A physical order can be cancelled before it ships or is handed over. A digital order is delivered as soon as payment is approved, so cancellation after that point is treated as a refund request under this policy.

On an error refund the seller's 9% platform fee on the refunded amount is reversed back to them. We do not deduct a separate payment-processing charge from a refund. Amounts recorded on refunds that already happened stay exactly as they were.

Sellers remain responsible for documented losses attributable to fraud or rights violations on their side. Refund adjustments appear as itemised lines on the seller's payout statement. Amounts already recorded on historical refunds are not restated.

Full terms are in the Seller Agreement.