Purchase support
Delivery & limited refunds
Effective September 9, 2026 · Applies to purchases made on or after this date.
We want you to receive the product described and be able to open and use the supplied files. Please review the sample, included contents, formats and license before purchasing. If a file is missing, faulty or materially different from its description, contact us for assistance, correction or a refund under the terms below.
Your legal rights remain protected. Nothing in this policy limits a refund, cancellation, remedy or payment-dispute right that cannot lawfully be excluded. The request windows below govern our voluntary policy; they do not shorten a legal deadline.
Digital delivery
After payment is confirmed, Wix sends a download link to the email address used at checkout. Each revised toolkit arrives as one bookmarked PDF containing its guides and fillable worksheets. Read the product page for included formats and software requirements. Save your order confirmation and customer files. Follow the phone or computer download instructions. These digital products are one-time purchases, with no subscription or automatic renewal unless expressly stated before payment.
When a refund may be available
- Before download or access: request cancellation within 48 hours of purchase. We will refund the order if you have not downloaded or accessed the paid content. Receipt of a delivery email alone does not count as access.
- Duplicate charge: contact us promptly, preferably within 30 days. We will refund a verified duplicate charge for the same purchase.
- Missing, faulty or materially misdescribed files: report the issue within 14 calendar days of delivery, or the promised delivery date if nothing arrived. Where permitted by law, we will first offer access assistance, correction or replacement. If we cannot resolve the verified issue within five business days after receiving the information reasonably needed to investigate, we will refund the affected product. A legally required earlier or different remedy takes priority.
- Exceptional circumstances: an unexpected serious hardship or other exceptional situation may be considered individually if requested within seven calendar days of purchase. A voluntary exception is discretionary and is not a satisfaction or results guarantee.
After download or access, a change of mind, lack of use, a preference for a different format, or incompatibility with requirements clearly disclosed before purchase does not normally qualify for a voluntary refund. This does not excuse an inaccurate description or limit the remedies above.
If a digital purchase is refunded
Except for a duplicate-charge correction that leaves the original purchase paid, an approved refund ends the license to the refunded material. Stop using, copying and sharing it, and delete or destroy downloaded, printed and shared copies within your control. We may disable further access and request written confirmation of deletion. Records you must retain by law may be kept solely for that purpose.
We do not require you to waive legal rights or delay a legally required refund while providing that confirmation. A refund is not permission to continue using the refunded product.
Services and team engagements
Written terms provided before payment govern the scope, scheduling, cancellation and any team license. If those terms do not specify otherwise, cancellation before work starts qualifies for a refund of unearned fees, less only nonrecoverable costs expressly disclosed and agreed before payment and permitted by law. After work starts, charges may cover work already performed; fees for undelivered work are refundable. If we cancel, we refund fees for work we will not deliver. Required remedies for deficient services remain available.
Books purchased from a retailer
Amazon and other third-party purchases follow the retailer’s return and refund process. Contact the retailer shown on your receipt. This policy does not replace its terms or your legal rights.
Request help or a refund
Use our Contact page. Include your purchaser name, order email, order number or purchase date, product name and a brief explanation. For a technical issue, include the file name and software used. Do not send full card details, patient or employee information, confidential workplace records, privileged material or case details. You do not need to submit sensitive medical records to request a hardship exception.
We will explain the decision in writing. Approved refunds are initiated to the original payment method within five business days, or sooner where required by law. Your bank or payment provider controls when the credit appears. No store credit is substituted for an approved monetary refund without your agreement.
Which terms apply
Any more favorable written guarantee offered with your purchase will be honored. Later policy changes do not reduce rights attached to an earlier order. Where local law provides a withdrawal period for digital content, it is lost only when the required consent, acknowledgment and confirmation steps have been satisfied; this policy alone does not remove it.
West Clinical Leadership is owned and operated by David West.