Refunds and cancellations.

Two different rights, two different clocks

Changing your mind and finding something wrong with the document are not the same thing, and almost every seller of digital documents runs them together as one 14-day rule. Changing your mind is a short window that closes once you download. A document that is not what its page promised stays claimable far longer — two years for consumers in Ukraine and Poland — and nothing written here shortens that.

Changing your mind

A document is generated and made available the moment payment clears. At checkout you agree to that immediate supply and acknowledge that it ends the statutory 14-day right to withdraw from a distance contract for digital content. We hold the window open until you actually download: if the file is still unopened, ask within 14 days and the money comes back. No reason required, and none asked for.

Once the file has been downloaded, changing your mind stops being a ground. Something being wrong with it does not — that is the next section, and it runs on a much longer clock.

If something is wrong with the document

Tell us and we fix it. If the document was not delivered, cannot be opened, is missing something its page listed, or does not follow the norm named on that page, we correct the file at our cost. If correcting it is impossible, takes too long, or does not solve the problem, you get the price reduced or refunded in full.

This does not expire in 14 days. Where consumer law applies, the seller answers for two years from supply for a document that did not match at the moment it was supplied — and for the first of those years it is on us, not on you, to prove that it did. Downloading the file changes none of this.

A company or a registered sole trader buying for their business is not a consumer, so those statutory rules do not apply. A business purchase is governed by this page and by the general civil law of the contract.

What we do not refund

A document you downloaded and later stopped wanting. A document built from answers you chose and then reconsidered — tell us and we rebuild it, which costs you nothing and is faster than a refund. A second copy bought by mistake and downloaded twice; if the duplicate is still unopened, say so and it is refunded.

Documents are drafts until you approve them

Every document follows the structure of the norm named on its page and stays a draft until a responsible person at your organisation reviews, approves and signs it. We do not refund because an inspector or auditor disagreed with content you approved — that judgment belongs to your organisation. We do refund if the draft did not follow the norm we said it followed.

Subscriptions

Cancel whenever you like. Cancelling stops the next renewal and leaves your access running to the end of the period already paid for; that period is not refunded pro rata.

If a renewal charged you after you had cancelled, or charged an amount you never agreed to, that is our error and you get all of it back.

Free trials

Where a plan includes a trial, your card is authorised at signup and charged only when the trial ends. Cancel before the last day and nothing is taken. The date is shown at checkout and repeated in your confirmation email.

How to ask, and when the money arrives

Send us the email address you paid with and the order or transaction number from your Paddle receipt. Say what went wrong — unless you are withdrawing inside the first 14 days, in which case you owe us no explanation at all. We reply within two business days. You can also go straight to Paddle at paddle.net, which is where your receipt links.

Once a refund is agreed, Paddle returns it to the same card or account you paid from. You will never be offered a voucher or store credit instead. The legal deadline for that return is set out for your country below.

Write to us at info@ordia.agency

Withdraw or claim here

Chargebacks

Ask us before you ask your bank. A refund is faster than a chargeback, and we would rather repair the file than argue about it. Nothing on this page removes or narrows a right your country's consumer law gives you; where this page and that law disagree, the law wins and we will apply it.

Which law applies to you

Consumer law follows where you live, not where we do. If you are a consumer in the EU, the EEA, the UK, Ukraine or Poland, the mandatory rules of your own country apply to this purchase whatever this page says, and where the two disagree the law wins. The Ukrainian and Polish versions of this page set out those rules for their markets and are the binding versions there.

If you are buying for a business you are not a consumer, those rules do not reach you, and your purchase is governed by this page together with the general law of the contract.