Refund policy.
The web guide on mountmate.online is free, so there's nothing to refund there. This page covers refunds for the paid extras we occasionally release — printable chapter packs and downloadable PDFs. Short version: if it isn't useful, email us. Last refreshed July 2026.
1. The headline rule
If you buy a printable chapter pack or a downloadable PDF and it doesn't deliver what we said it would, email us and we'll refund it. No quibbles, no fee retained. We don't make a living from the extras — they're sold at cost — so we'd rather refund a download than argue about it.
The web chapters stay free regardless. You don't need to buy anything to read the guide.
2. Full refund — when
- The PDF or pack you bought doesn't match the description on the page.
- The download link fails and we can't get a working copy to you within seven days.
- You bought the same pack twice by accident (e.g. duplicate Stripe charge).
- You exercise your statutory 14-day cancellation right and haven't yet downloaded the file (consumer law in some jurisdictions; we honour it broadly).
3. Partial refund — when
- A multi-pack bundle had one PDF in it that didn't deliver — that PDF's share of the bundle price comes off, the rest stays.
4. No refund — when
- You downloaded the file, read it cover-to-cover, then decided you didn't need it. (We can't un-read it.)
- You bought a printable pack to follow for an install you ultimately decided to hire a professional for. The pack remains yours to keep.
- You bought a custom diagram service (if/when we offer one) and we delivered the diagram to spec.
5. How to ask
Email hey@mountmate.online from the address you used to buy. Include the date of purchase and a one-line description of the issue. We'll reply within four working hours during reading hours.
6. How long
Where a refund is owed, it lands on the card you paid with within 7 working days of us agreeing it. Stripe handles the mechanics — we don't keep your card details.
7. Statutory rights
This policy sits on top of, and doesn't reduce, your rights under consumer protection law in your jurisdiction. Where the law says you're entitled to more than what's above, you're entitled to it.