Right of withdrawal and refunds

1. Who this applies to

This page applies if you are a consumer: a natural person buying outside your trade, business or profession. Business buyers have no statutory right of withdrawal; section 8 of the Terms of Sale continues to apply to them.

2. The right

You may withdraw from your purchase within fourteen calendar days, without giving a reason and without cost. The period starts on the day the contract is concluded — for digital content that is the day of your purchase.

3. The waiver, and what it costs you

Digital content that is delivered to you immediately is an exception under the law. You can only be given instant access if you agree to two things at checkout, before delivery begins:

• that we start delivering immediately, during the withdrawal period; and
• that by doing so you lose your right of withdrawal once delivery has begun.

That is what the tick box at checkout is for. It is not a formality and it is not pre-ticked. If you tick it, you receive access straight away and you cannot afterwards withdraw from that purchase. If you leave it unticked, you keep your fourteen days and delivery starts once the period ends, or earlier if you then ask for it.

Your choice, the date and time, and the version of these terms are stored with your order and stated on your invoice, so that either of us can establish afterwards what was agreed.

4. How to withdraw

Tell us before the fourteen days are up. Any unambiguous statement is enough — an email saying you withdraw is sufficient. You may use the model form in section 7, but you are not obliged to.

• By email
  relay@borderstride.com
• By telephone
  +32 474 29 01 04 — please confirm in writing afterwards
• By post
  Borderstride Morrow, De Brulen 28, 2370 Arendonk, Belgium

Please include your invoice number so we can find the purchase immediately. Sending your notice on the fourteenth day is in time; it does not have to reach us within the period.

5. What happens then

We refund everything you paid, including any delivery cost, within fourteen days of receiving your notice. We use the same payment method you used, unless you expressly agree otherwise. A refund never costs you a fee.

Your access to the product is withdrawn at the same time. Any copies you have downloaded must be deleted.

6. Refunds outside the withdrawal right

The right of withdrawal is not the only way to get your money back. Independently of it, you are entitled to a remedy if a product is not delivered, is not what it was described to be, or does not work. In those cases contact us with your invoice number — the statutory remedies in section 8 of the Terms of Sale apply, and having waived the withdrawal right makes no difference to them.

We also refund at our discretion where a purchase was plainly a mistake — a duplicate order, or the wrong product bought minutes earlier and untouched. That is goodwill, not an entitlement, and it does not create a precedent.

7. Model withdrawal form

You may, but need not, use this form. Complete it and send it back to us.

8. If we disagree

Write to us first. If that does not resolve it, a consumer in Belgium may bring the matter to the Consumer Mediation Service (Consumentenombudsdienst): https://consumentenombudsdienst.be/en. Consumers in other member states may approach the European Consumer Centre in their own country.