1. Digital product policy
Pallayvex sells downloadable educational guides in PDF format. Because a digital file cannot be physically returned after it has been delivered or downloaded, refund eligibility differs from the rules that apply to physical goods.
2. Cancellation before delivery
You may ask to cancel a paid order before the digital guide or its download instructions have been delivered. Send the request promptly to support@pallayvex.com. If delivery has not started and the payment can be cancelled, we will cancel the order and issue a refund through the original payment method.
3. When a refund may be available
We will review a refund or replacement request when:
- you were charged more than once for the same guide because of a duplicate transaction;
- the delivered file is materially corrupted or cannot be opened and we cannot provide a working replacement;
- the guide delivered is different from the guide shown in the confirmed order;
- the product page materially misdescribed the content you received; or
- applicable consumer law requires a refund.
4. Change-of-mind requests
Once the correct digital guide has been delivered or downloaded, a refund is generally not available solely because you changed your mind, no longer need the material, expected different topics that were not listed, or did not complete the guide. This does not limit any mandatory rights available under applicable law.
5. How to request a review
Email support@pallayvex.com within 14 days of purchase. Include your name, the email used at checkout, order or payment reference, guide name, and a clear description of the issue. For a technical problem, include the error shown by your PDF reader where practical. Do not send payment card details.
6. Review and resolution
We normally acknowledge requests within two business days. We may ask for information reasonably needed to locate the order or understand the issue. If the problem can be resolved with a replacement file or corrected delivery link, we may offer that resolution first. Eligible refunds are sent to the original payment method.
7. Processing time
After a refund is approved and submitted, the time needed for the funds to appear depends on the payment provider and the customer’s financial institution. Pallayvex cannot control external processing times, but can confirm when the refund was initiated.
8. Free guide
Free Capsule has a price of €0 and does not involve a paid transaction, so there is no payment to refund.
9. Disputes
Please contact us first if you believe a charge is incorrect or delivery failed. This gives us an opportunity to locate the order, correct delivery, or review refund eligibility. Your right to use a payment provider’s or card issuer’s dispute process is not restricted.
10. Contact
Refund and cancellation requests should be sent to support@pallayvex.com. Website: pallayvex.com.