1. Purpose
This standard states when Foundation ResourceWorks (FRW) provides a refund for a digital publication purchased or for a subscription charge, and what happens to the license to the publications concerned when a refund is approved.
2. Scope
This standard applies to every purchase of an FRW digital publication and to every subscription charge. It is incorporated by reference into FRW-009 clause 8.
3. General Policy
Because FRW publications are delivered digitally and become usable the moment they are downloaded, a purchase is generally non-refundable once the purchaser has accessed or downloaded the files.
4. Subscription Charges
A subscription charge is not refundable. A customer who no longer wants a subscription cancels it under FRW-009 clause 7; cancellation stops future renewal charges but does not refund the period already paid for. The exceptions in clause 5 apply equally to a subscription charge.
5. Exceptions
FRW will provide a replacement, correction, or refund for a purchase or a subscription charge where:
- The purchaser received the wrong product.
- The purchaser cannot access the purchased files, and FRW cannot resolve the access issue.
- The files received are corrupted or defective.
- The purchaser was charged more than once for the same order.
- FRW determines, at its discretion, that a refund is otherwise appropriate.
6. Effect of an Approved Refund
An approved refund terminates the purchaser’s license to the refunded publication, under FRW-008 clause 10. On termination the purchaser shall stop using the publication and delete the files delivered, but may keep completed copies already made as records of work already performed, as FRW-008 clause 10 provides; keeping them does not permit using the publication to produce new work. The six-month revision entitlement in FRW-008 clause 11 also ends.
The paragraph above applies to a refunded purchase. An approved refund of a subscription charge does not terminate the license to any publication already delivered under the subscription, per FRW-008 clause 10, and does not cancel the subscription unless the subscriber asks FRW to cancel it.
Where a refund covers only part of an order, license termination applies only to the refunded publication; the license to any publication not refunded is unaffected.
A refund does not delete the record of the purchase. FRW retains a minimum record — the purchaser’s contact address, the order reference, the product, and the edition or revision supplied — so that it can reach the purchaser if the publication is later withdrawn or corrected for a safety reason. That commitment is made under PUB-1000 clause 14 and does not depend on the license remaining in force, because a purchaser who downloaded a publication before the refund may still hold the files. Retention is governed by FRW-011 clause 5.
7. How to Request a Refund
A purchaser requests a refund by contacting FRW at the address in clause 9, stating the order number and the reason for the request.
8. Processing Time
An approved refund is issued to the original payment method. Once issued, a refund to a card typically appears within five to seven business days, depending on the purchaser’s bank or card issuer.
9. Contact
Questions about this policy: info@foundationresourceworks.com
Foundation ResourceWorks 1396 Hwy 85, Senoia, GA 30276
10. Authority
This standard satisfies the compliance obligation in FRW-004 clause 10, and is controlled under FRW-000. It is Public and may be displayed on the FRW website without restriction.