Refund policy

Refund and cancellation policy

ISO Guidance sells digital products, delivered as instant downloads, and a certification service delivered remotely. This policy explains plainly where a refund applies and where it does not.

Digital documentation and template products

Our documentation packs and single documents are delivered immediately as files. Because a downloaded file cannot meaningfully be returned, sales of digital products are final once the download has been accessed. By completing your purchase you agree to immediate delivery and accept that this ends the cancellation right that would otherwise apply to a digital purchase.

If you have bought a digital product but have not yet accessed the download, you may request a full refund within 14 days of purchase. Email support@iso-guidance.com with your order number.

If something is wrong with what we sold you

We stand behind our work. If a file will not open, arrives corrupted, is missing from your pack, or is materially not as described, contact support@iso-guidance.com with your order number and we will put it right. If we cannot put it right, we will refund you in full. This applies regardless of the timescales above.

What is not a fault

Our documents are professionally authored templates, written to be adapted to your business. Deciding you would rather write your own documents, buying the wrong standard by mistake, or finding that a management system still takes effort to implement, are not faults in the product.

Certification services

Certification is a service, assessed and delivered over time, and is charged separately from any documentation you buy.

You may cancel a certification engagement and receive a full refund at any point before assessment work begins. Once assessment work has begun, we will refund any part of the fee that relates to work not yet carried out.

We do not refund a certification fee because the outcome was not the one you hoped for. Our assessment is genuine, and a genuine assessment has to be free to conclude that a system does not yet meet the standard. Where that happens we will tell you clearly what is missing so you can put it right, and we will reassess the corrected areas without charging a further full fee.

Annual maintenance fees are charged for the year ahead and are not refundable once that year has begun.

Before you contact your bank

If you believe a charge is wrong, please contact us first at support@iso-guidance.com. We would far rather resolve it directly and quickly than through your card provider.