We stand behind every toolkit we publish. Our documentation is authored by practitioners, engineered as complete systems, and used by organizations around the world to pass real audits — so we're confident in what you're buying. At the same time, our products are digital goods delivered instantly: once a toolkit has been downloaded, it cannot be "returned" in any meaningful sense. This policy explains, openly and fairly, when refunds are given, when they aren't, and how we handle every case in between.

Our guiding principle is simple: if we got something wrong, we'll make it right — quickly and without bureaucracy.

1. When We Will Refund You in Full

We will issue a full refund in any of the following situations:

1.1 The files are defective or corrupt

If your downloaded ZIP archive or the documents inside it are corrupt, damaged, or cannot be opened in standard Microsoft Office (or compatible) software, contact us. We will first supply clean replacement files — usually within one business day. If we cannot deliver working files within 3 business days of your report, you receive a full refund.

1.2 The toolkit is materially different from its description

Every product page states what the toolkit covers and what it contains. If what you receive is materially different from what was described — for example, documents advertised as included are absent, or the toolkit does not address the standard or scheme named on the product page — and we cannot supply the missing or correct content as advertised, you are entitled to a full refund.

1.3 Documents are missing from your download

If your download is incomplete compared to the published contents of the toolkit and we cannot provide the missing documents, you will be refunded in full.

1.4 You cannot access your download

If your download link fails, we will re-issue it and, if necessary, deliver your files through an alternative secure method (such as direct email or a cloud storage link). If none of these delivery methods succeed, we will refund your full purchase amount. No customer pays for files they never received — ever.

1.5 Duplicate or erroneous transactions

If you were charged twice for the same order, or a technical error produced an unintended purchase, we will refund the duplicate or erroneous charge as soon as it is verified.

1.6 Cancellation before download

If you purchased a toolkit but have not yet downloaded it, contact us and we will cancel the order and refund you in full. Once the download has occurred, the general rules of this policy apply.

2. Special Refund Conditions

Certain products or bundled arrangements — for example, custom document packages, multi-toolkit corporate bundles, or services agreed separately in writing — may carry their own specific refund conditions. Where applicable, these conditions are stated on the relevant product page or in your written agreement with us, and they take precedence over the general rules in this policy.

3. Your Responsibility Before Purchase

We work hard to ensure you can make a fully informed decision before you buy:

• Detailed product descriptions — every product page describes the standard or scheme covered, the intended organization type, and the nature of the documentation included.
• Published contents — product pages indicate the composition of each kit, so you know the scope of what you're purchasing.
• Free guidance library — our blog contains a comprehensive guide for every toolkit we sell, explaining the standard, who needs it, and how certification works.
• Pre-sales support — unsure whether a toolkit fits your scope, sector, or target scheme? Ask us before buying. Tell us your industry and certification goal, and we'll tell you honestly which product fits — including when a different or smaller product would serve you better.

It is your responsibility to review this information and ask questions before purchasing. Refunds are not granted for change of mind, incorrect product selection, or purchasing a toolkit for a standard you later decide not to pursue — the pre-sales resources and our team exist precisely to prevent those situations.

4. What This Policy Does Not Cover

Refunds will not be provided in the following circumstances:

• Change of mind after downloading, including deciding not to proceed with certification;
• Incorrect product choice, where the product page accurately described the toolkit (though contact us anyway — where a genuine mix-up is evident, we may at our discretion offer an exchange toward the correct toolkit);
• Lack of familiarity with Microsoft Office or unwillingness to customize template documents — our products are, by design, templates requiring tailoring;
• Dissatisfaction with audit or certification outcomes — certification decisions belong to independent certification and accreditation bodies and depend on your implementation, not on documentation alone;
• Third-party issues beyond our control, such as your organization's IT restrictions, firewall policies, or software incompatibilities outside standard Office formats;
• Customization, consulting, or implementation services — this policy covers our digital products; any separately agreed services carry their own terms.

Because our products are unlocked, fully editable intellectual property, we cannot refund a toolkit simply because it has been downloaded and viewed — at that point, the complete value of the product has been delivered. This is standard for professional digital goods, and it's also why we invest so heavily in pre-sales clarity.

5. Your Statutory Rights

Nothing in this policy limits any rights you hold under mandatory consumer protection law in your country. Where applicable law grants you a refund or remedy that this policy does not, the law prevails — and we will honor it without argument.

6. How to Request a Refund

• Contact us within 14 days of purchase via the Contact Us page on our store or by email, using the email address associated with your order.
• Include your order number and a brief description of the issue — for defective-file claims, tell us which file and what happens when you open it (a screenshot helps).
• We respond promptly — normally within one business day — and will either resolve the issue (replacement files, alternative delivery, missing documents) or confirm your refund.
• Approved refunds are processed to your original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days of processing.

A note on chargebacks: if something has gone wrong, please talk to us before disputing the charge with your bank. We resolve genuine problems faster than the chargeback process does — and we'd rather fix your issue than argue about it.

7. Our Promise

Refund policies are usually written to protect the seller. Ours is written to protect the relationship. The overwhelming majority of refund conversations we have end not with a refund but with a solved problem — a re-sent link, a replaced file, a clarified mapping, or guidance that turned a frustrated evening into a working management system. That is always our first goal.

By purchasing or downloading any AGS product, you acknowledge that you have read, understood, and agreed to this Refund Policy. This policy should be read together with our Terms of Service.