Refund & Cancellation Policy

In short

Our documents are digital and downloadable immediately, so once you have downloaded them they cannot usually be refunded. The Bespoke Tailoring Service is different: you can cancel it for a full refund at any point before you submit your questionnaire, but not once we have begun producing your tailored pack, because it is made to your specification. If anything is faulty, undelivered or not as described, we will put it right or refund it. Subscriptions can be cancelled at any time. If something is wrong, email info@barker-scott.co.uk and we will help.

Digital downloads and your cancellation right

When you buy a digital document you normally have a 14-day right to cancel under the Consumer Contracts Regulations 2013. However, because our documents are delivered immediately, at checkout you ask us to supply them straight away and acknowledge that you lose this 14-day cancellation right once the download begins.

What this means

Once you have started downloading a document, we are generally unable to offer a refund for a change of mind, because the digital content has already been supplied to you. This is standard for downloadable products and is in line with consumer law.

The Bespoke Tailoring Service

The tailoring add-on is a service producing goods made to your specification: we write your organisation, your people, your local contacts and your policy decisions into a document set that is unique to you. That changes how cancellation works, so we set it out plainly here.

Before you submit your questionnaire — you may cancel for any reason and receive a full refund of the tailoring fee. Just email us. Nothing has been produced, so nothing is lost.
After you submit your questionnaire— production begins and the fee is no longer refundable for a change of mind. Under the Consumer Contracts Regulations 2013 the 14-day cancellation right does not apply to goods made to a consumer's specification or clearly personalised, and by submitting the questionnaire you ask us to begin and acknowledge this.
If we deliver late — we commit to delivering within five working days of receiving your completed questionnaire. If we miss that through our own fault and it matters to you, tell us: we will either agree a new date with you or refund the tailoring fee in full.
If the work is not as described — if your tailored documents contain our errors, omissions or details you did not give us, we will correct them at no charge. If we cannot put it right within a reasonable time, we will refund the tailoring fee.
The documents themselves — refunding the tailoring fee does not refund the document pack it was applied to. Those are separate purchases and the digital-download terms above continue to apply to the pack.

What we cannot refund for

We cannot refund the tailoring fee because the answers you gave turned out to be wrong or have since changed, because your service has changed, or because a decision you asked us to write in is one you have reconsidered. We will always quote you fairly for an amendment instead.

Tailored documents remain a professional starting point. They still require your own reading, completion of anything marked for local completion, and approval by a suitably qualified person before use. We do not guarantee CQC registration, and no refund is available on the basis of a registration outcome.

When we will refund or replace

We will always help if something has genuinely gone wrong. We will replace the document or give a refund if:

the file is faulty, corrupted or will not open;
you did not receive your download links and we cannot resolve it;
the document is materially not as described on the site; or
you were charged in error, or accidentally bought the same item twice; or
tailored documents we produced contain our errors and we cannot correct them within a reasonable time.

Your statutory rights as a consumer are not affected by this policy.

How to request a refund

Email info@barker-scott.co.uk within a reasonable time, with your order email address and a short description of the problem. We aim to respond within a few working days. Approved refunds are made to your original payment method.

Subscriptions

You can cancel your updates subscription at any time; it will not renew again after you cancel.
Cancelling stops future payments. We do not usually refund the current period, but your access continues until the end of the period you have paid for.
To cancel, contact us at info@barker-scott.co.uk.

Business customers

Many of our customers buy as a business. Some statutory consumer cancellation rights do not apply to business purchases — including the statutory cancellation rights referred to above, which apply to consumers rather than to businesses. The protections in this policy for faulty, undelivered or misdescribed documents apply to every customer regardless, as do our commitments on the tailoring service's delivery time and on correcting our own errors. We will always try to be fair.

See also our Terms & Conditions and Privacy & Cookie Policy.