ImPerfect Ltd Refund Policy

 

1. Introduction

This Refund Policy explains how refunds, cancellations and access issues are handled for products and services purchased from ImPerfect Ltd through www.imperfect.love or any official ImPerfect Ltd sales page, checkout page, booking page or payment link.

This Refund Policy applies to ImPerfect Ltd products and services, including but not limited to:

• digital products;

• digital downloads;

• downloadables;

• mental fitness tools;

• online courses;

• workshops;

• events;

• community spaces;

• coaching-style personal development support;

• templates, workbooks and related resources.

This Refund Policy should be read alongside our Terms & Conditions, Privacy Policy and Disclaimer Policy.

Nothing in this Refund Policy affects your statutory consumer rights.

2. Digital Products, Digital Downloads, Downloadables and Mental Fitness Tools

Many ImPerfect Ltd products are digital products, digital downloads, downloadables or mental fitness tools that may be made available immediately after purchase.

By purchasing digital products, digital downloads, downloadables or mental fitness tools from ImPerfect Ltd, you agree to receive immediate access to the digital content.

Once access has been provided, the product has been delivered, or the content has been downloaded or accessed, we do not offer refunds for change of mind.

Digital products, digital downloads, downloadables and mental fitness tools are non-refundable once they have been accessed, downloaded or delivered, unless they are faulty, not as described, inaccessible due to our fault, or you have another legal right to a refund.

This includes, but is not limited to:

• PDF downloads;

• interactive digital resources;

• mental fitness tools;

• workbooks;

• templates;

• downloadable guides;

• digital bundles;

• instantly accessible online resources.

3. Faulty, Inaccessible or Not-As-Described Digital Products

If a digital product is faulty, not as described, inaccessible due to our fault, incomplete, duplicated in error, or you experience a technical issue that prevents access, please contact us as soon as possible.

We may ask you to provide details of the issue, such as:

• your order confirmation;

• the email address used at checkout;

• the name of the product purchased;

• a description of the problem;

• screenshots or error messages, where relevant.

Where there is a genuine issue, we will aim to resolve it by:

• resending the file or access link;

• providing technical support;

• replacing the digital product;

• correcting the issue; or

• offering a refund where appropriate.

4. Online Courses

Where an online course is made available immediately after purchase, including access to course materials, videos, workbooks, downloads, lessons or a private learning area, cancellation rights may be affected once access begins.

If you have accessed the course materials, downloaded course resources, or started using the course, we usually do not offer refunds for change of mind unless the course is faulty, not as described, inaccessible due to our fault, or you have another legal right to a refund.

If a course has not yet been accessed and you wish to request a cancellation, please contact us within 14 days of purchase.

We will review the request and confirm whether a refund is available based on access status, the course terms stated at the time of purchase, and your statutory rights.

5. Workshops and Events

Refunds for workshops and events may vary depending on the type of workshop or event, whether it is online or in person, and the timing of the cancellation.

Unless otherwise stated on the relevant booking page, the following terms apply:

• If you cancel more than 14 days before the workshop or event, you may request a full refund.

• If you cancel between 7 and 14 days before the workshop or event, we may offer a transfer to a future date, credit towards another ImPerfect Ltd product or service, or a partial refund at our discretion.

• If you cancel less than 7 days before the workshop or event, refunds are not usually available unless required by law.

• If you do not attend a workshop or event without notifying us in advance, refunds are not usually available.

Where possible, we will try to support reasonable transfer requests, but this is not guaranteed.

6. Coaching-Style Personal Development Support

Where ImPerfect Ltd offers coaching-style personal development support, reflective sessions or wellbeing-focused sessions, refund and cancellation terms will be stated on the relevant sales page, booking page or agreement.

Unless otherwise stated:

• sessions cancelled with at least 48 hours’ notice may be rearranged once, subject to availability;

• sessions cancelled with less than 48 hours’ notice may be charged in full;

• missed sessions or no-shows are not usually refundable;

• unused sessions in a package may be refundable only where required by law or where agreed in writing by ImPerfect Ltd.

ImPerfect Ltd reserves the right to pause, refuse or end coaching-style support if we believe the service is not appropriate for your needs, if you require a higher level of professional support, or if continuing would be unsafe or unsuitable.

7. Bundles and Multi-Product Purchases

Where a bundle includes multiple digital products, downloadables, mental fitness tools, courses or resources, the bundle will usually be treated as accessed once any part of the bundle has been accessed, downloaded or delivered.

Refunds for bundles are not available for change of mind after access or download has begun.

If part of a bundle is faulty, missing, inaccessible or not as described, please contact us so we can resolve the issue.

8. Duplicate Purchases or Accidental Orders

If you accidentally purchase the same product more than once, please contact us as soon as possible.

Where we can verify a duplicate purchase and the duplicate product has not been used, accessed or downloaded separately, we may offer a refund for the duplicate payment.

Refunds for accidental purchases are reviewed at our discretion and are not guaranteed where digital access has already been provided.

9. Promotional Offers, Discounts and Coupons

Refunds for discounted products, promotional offers, bundles or coupon purchases will be based on the amount actually paid at checkout.

Discount codes cannot usually be applied retrospectively after a purchase has been completed.

Promotional offers may have additional terms, expiry dates or restrictions, which will be stated where applicable.

10. Payment Plans and Subscriptions

If ImPerfect Ltd offers payment plans, memberships or subscriptions, the specific cancellation and refund terms will be stated on the relevant sales page, checkout page or agreement.

Unless otherwise stated, cancelling a future payment does not automatically create a refund for previous payments already made.

If access is provided immediately and you begin using the product, course, membership, digital content or service, previous payments are not usually refundable unless required by law.

11. How to Request a Refund or Access Support

To request a refund, cancellation or support with an access issue, please contact us using the details below:

Email: [email protected]
Website: www.imperfect.love

Please include:

• your full name;

• the email address used at checkout;

• the product or service purchased;

• your order number or purchase confirmation, if available;

• the date of purchase;

• the reason for your request;

• screenshots or supporting information, where relevant.

We will review your request and aim to respond within a reasonable timeframe.

12. How Refunds Are Processed

Where a refund is approved, it will usually be returned to the original payment method used at checkout.

Refund processing times may vary depending on your bank, card provider or payment processor.

We are not responsible for delays caused by banks, payment providers or third-party payment systems.

13. When Refunds May Be Refused

We may refuse a refund request where:

• the digital product has already been accessed, downloaded or delivered and there is no fault or legal reason for a refund;

• the customer has changed their mind after receiving immediate digital access;

• the customer did not read the product description before purchase;

• the product or service has been used, completed or substantially accessed;

• the customer failed to attend a booked workshop, event or session without notice;

• the refund request falls outside the cancellation terms stated at the time of purchase;

• the request relates to misuse, unauthorised sharing or breach of our Terms & Conditions;

• the refund request is abusive, fraudulent or made in bad faith.

This does not affect your statutory consumer rights.

14. Our Right to Cancel or Reschedule

ImPerfect Ltd may need to cancel, postpone, reschedule or amend a workshop, event, course, session or service due to circumstances outside our reasonable control.

This may include illness, emergency, low attendance, venue issues, technical issues, safeguarding concerns, severe weather, platform failures or other unexpected events.

Where we cancel a paid live workshop, event or session and cannot provide a suitable alternative, we will offer a refund, transfer or credit where appropriate.

Where we reschedule and you cannot attend the new date, we will review refund or transfer options on a case-by-case basis.

15. Statutory Rights

Nothing in this Refund Policy limits or removes your statutory rights.

If you are purchasing as a consumer in the UK, digital content, products and services must meet the standards required by law. This means they should be as described, fit for purpose and of satisfactory quality where applicable.

If a product or service is faulty, not as described, inaccessible due to our fault, or does not meet legal standards, you may be entitled to a repair, replacement, repeat performance, price reduction, refund or other remedy depending on the circumstances.

16. Contact Us

If you have any questions about this Refund Policy, or if you need support with a purchase, cancellation or access issue, please contact us before raising a dispute or chargeback.

Business name: ImPerfect Ltd
Website: www.imperfect.love
Email: [email protected]
Registered office/business address: 3 Pemberton Street, Old Trafford, Manchester, M16 9JY
Company number: 17011155