Legal
Refund Policy
What we do instead is fix the problem. That covers almost everything that actually goes wrong, and it is usually faster than a refund would be.
1. Your workbook did not arrive
Files usually arrive within a few minutes. If yours have not arrived within one hour of purchase, check your spam and promotions folders first — a spreadsheet attachment from a new sender lands there more often than it should. If they are not there, email support@agentledgerllc.com with your order number within 7 days of purchase and we will resend them.
2. You received the wrong workbook, theme or edition
Tell us within 7 days of purchase and we will send the correct file. There is no charge and you do not need to delete anything.
3. The file will not open or is damaged
Email us and we will resend it. If it still will not open, we will work through it with you until it does. The workbooks open in Microsoft Excel 2007 or later (2016 or later recommended), Excel for the web, Google Sheets (free with a Google account), LibreOffice, and OpenOffice.
4. You were charged twice for the same order
That is a billing error rather than a return, and the duplicate charge is refunded. Email us and we will sort it.
5. The Personal Income & Expense Tracker
The Personal Income & Expense Tracker is included free with every current-year profession tracker, and is also sold on its own. If you bought it on its own first and later bought a profession tracker, there is no refund on the earlier purchase — the free copy is an inclusion with the tracker, not a credit against a previous order. If you are unsure what is included before you buy, email us and we will tell you.
6. Office licenses
If a license order fails to deliver, or is stamped with the wrong firm name or seat count, we will rebuild and resend it. Seat counts cannot be changed after purchase; a firm needing more seats places a new order.
7. Custom workbooks
Custom work is not refundable once work has begun, as set out in section 4 of our Terms and Conditions. If the delivered workbook does not do what your approved quote describes, we fix it at no charge. One round of revisions within the approved scope is included, requested within 14 days of delivery. If you cancel before work begins, your payment is returned in full.
8. Buyers in the EU and UK
Consumers in the EU and UK normally have a 14-day right to withdraw from a purchase. For digital content delivered immediately, that right ends once delivery begins, and by completing checkout you agree to immediate delivery and acknowledge that you lose the right to withdraw. Sections 1 to 4 above still apply to you.
9. Before you file a chargeback
Please email us first. Almost everything is a delivery problem we can fix in minutes, and a chargeback costs us a fee on top of the disputed amount. We answer support email quickly and would rather sort it out directly.
10. How to reach us
Email support@agentledgerllc.com with your order number and what went wrong. We aim to reply within one business day.