Refund Policy
Information about cancellations, refunds and resolving problems with downloadable PDF guides purchased from ITG & Co.
Last updated: 19 October 2026
1. About Our Digital Products
ITG & Co. sells downloadable PDF guides that help customers understand official UK forms and applications. These are digital products supplied electronically rather than physical items delivered by post.
Each guide is purchased individually for the one-time price displayed on its product page. Payments are processed securely through Stripe Checkout.
We aim to deal fairly with cancellation requests, download difficulties and complaints about our guides. This policy explains how we handle these matters in accordance with applicable UK consumer law.
2. Your 14-Day Cancellation Right
When purchasing digital content online as a consumer, you will normally have a statutory right to cancel within 14 days after the day the contract is entered into, subject to the rules governing early delivery of digital content.
If digital content is provided during this cancellation period, the right to cancel is lost only if the applicable legal requirements have been satisfied, including your express consent to early supply, your acknowledgement that cancellation rights will be lost, and the required confirmation of the contract.
Downloading a PDF does not, by itself, establish that the legal requirements for losing the cancellation right have been met.
Where you retain a statutory cancellation right, you may exercise it by notifying us within the applicable cancellation period. You do not need to give a reason for a valid statutory cancellation.
3. How to Request a Cancellation
To cancel a purchase where you have a statutory cancellation right, send us a clear statement explaining that you wish to cancel.
Email: itgmail@yahoo.com
Please include the guide title, approximate purchase date and email address used at checkout so we can locate the correct transaction.
You may also use the model cancellation form provided by applicable consumer legislation, but you are not required to use a particular form. A clear cancellation request sent before the deadline is sufficient.
4. Immediate Digital Delivery
Our guides are designed to be delivered electronically after successful payment, with a download link also sent by email.
Under UK consumer law, early delivery during the cancellation period is subject to specific requirements. We will assess cancellation requests according to the consent, acknowledgement and confirmation actually obtained during the transaction.
Nothing in this policy treats a purchase as automatically non-refundable simply because a download link has been issued or a PDF has been accessed.
5. Faulty, Incorrect or Misdescribed Guides
Digital content supplied to consumers must meet applicable legal standards, including being as described, of satisfactory quality and fit for any particular purpose made known and agreed where the law requires it.
If a purchased guide is faulty or does not match its product description, please contact us and explain the problem.
Where appropriate and legally required, we will provide a corrected or replacement PDF within a reasonable time and without significant inconvenience.
If the required remedy cannot be provided, or is not supplied within a reasonable time without significant inconvenience, you may be entitled to a price reduction, including a full refund where appropriate.
These legal remedies are separate from the change-of-mind cancellation rules and are not removed by downloading a guide.
6. Missing Emails and Download Problems
After successful payment, a protected PDF download link is made available and sent to the email address entered during checkout.
If your download email has not arrived, please check your spam or junk folder and ensure you are checking the correct email account.
If the link is missing, has expired or does not work, please contact us. We can investigate the purchase and, where appropriate, provide renewed access or another suitable remedy.
Our download links normally expire after 30 days. This access limit does not affect your statutory consumer rights.
7. Change-of-Mind Requests
If you change your mind about a purchase, your entitlement to cancel depends on whether the statutory cancellation period remains open and whether any applicable requirements for losing that right have been satisfied.
If your statutory right to cancel has ended or does not apply, we are not generally required to provide a refund solely because you no longer want the guide. However, you are welcome to contact us and we may consider the circumstances.
This does not affect your rights where the product is faulty, materially misdescribed or has not been supplied as required.
8. How Refunds Are Processed
Where a refund is due, we will normally return the money through the original payment method, unless another method is expressly agreed where the law permits it.
Statutory refunds will be issued within the applicable legal time limits. For example, eligible cancellation refunds are generally due within 14 days after we are informed of the cancellation, and qualifying refunds for defective digital content are subject to the relevant Consumer Rights Act requirements.
After a refund is initiated, the time for the money to appear in your account can depend on Stripe, your bank and the payment method used. We will not impose a fee for a refund where doing so is prohibited by law.
9. What to Include in a Refund Request
To help us identify your purchase, please provide:
✓ The name of the PDF guide purchased.
✓ The email address used at checkout.
✓ The approximate date of purchase.
✓ A brief description of the issue, if you are reporting a product or delivery problem.
Security: Please do not send full payment-card details, passwords, government application forms or sensitive medical information with a refund request.
10. Your Statutory Rights
Nothing in this policy excludes, restricts or replaces your statutory rights under applicable UK consumer protection law.
Relevant legislation includes the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as amended.
For more information about your rights, visit Citizens Advice consumer guidance.
Need Help with a Purchase?
If you have a problem with a guide, would like to request a cancellation or need assistance accessing a download, please contact us.
You can also visit our Contact page.