Refund Policy

1. Our approach

We sell digital products. Once they have been delivered, we cannot “take them back” in any meaningful sense. To make sure you only buy something you’re going to use, we publish a fully playable free version of every product on the Site. You can:

• Complete every scenario in any scenario game.
• Take any diagnostic self-assessment tool from start to finish, including viewing the full results.
• See the live PERFORM Team Assessment at perform.essentialtoolkits.com.

We expect you to use these demos before you buy. The terms below assume you have done so.

2. Downloadable products

Downloadable products (scenario games and diagnostic self-assessment tools) are delivered as a self-contained file you download, host on your own systems, and use indefinitely.

Because of the nature of digital downloads, when you buy a Downloadable Product:

• You consent to immediate delivery of the digital content.
• You acknowledge that this consent waives the standard 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where it would otherwise apply.

This is the standard practice for digital downloads in the UK and is permitted by regulation 37 of those regulations.

In plain English: once you have downloaded the file, the sale is final. The exceptions are in section 4 below.

3. Hosted products (PERFORM)

The PERFORM Team Assessment is a Hosted Product — we host it for you and you access it through a licence key.

You can request a refund for a PERFORM licence within 14 days of purchase if you have not yet used your licence key to set up a team session. Logging into the dashboard is fine; creating a session is what counts as “using” the licence.

Once you have created a session, the licence is in active use and refunds are no longer available except for material defects (see below). This is because the value of the product has been delivered — team data has been collected and aggregated, and we cannot un-deliver that.

4. Material defects

Regardless of whether you have downloaded or used the product, you are entitled to a refund if:

• The product does not match its description on the Site in a material way.
• The product is genuinely broken and we cannot resolve the issue within a reasonable time after you tell us about it.
• You have been double-charged or charged in error.

“Material” means something significant. Minor cosmetic differences, browser-specific quirks that do not prevent use, or differences between the demo and final delivered version that are clearly described on the product page do not qualify.

Please contact us first — in most cases we can fix the problem quickly. If we cannot, you will get a refund.

5. Your statutory rights

Nothing in this policy affects your statutory rights as a consumer in the UK or your local jurisdiction. In particular:

• If you are a consumer in the UK and the product is not as described, of satisfactory quality, or fit for a particular purpose you made known to us before buying, the Consumer Rights Act 2015 applies.
• You always retain any rights that cannot be excluded under your local law.

If you are buying on behalf of a business or organisation (which most of our customers do), the Consumer Rights Act does not apply but the contract terms set out in our Terms & Conditions do.

6. How to request a refund

Email hello@essentialtoolkits.com with:

• Your order number (in your purchase confirmation email).
• The email address used for the purchase.
• The reason for the refund request and any supporting detail (screenshots help if there’s a technical issue).

We aim to respond within one working day. We will tell you whether the refund is approved or, if not, explain why. If a fix is more appropriate than a refund, we’ll suggest that first.

7. How refunds are processed

Payments are taken by Lemon Squeezy, our merchant of record. Approved refunds are processed back through Lemon Squeezy to the original payment method. Once we authorise a refund:

• Lemon Squeezy will credit the refund to your original payment method, normally within 5 to 10 working days depending on your bank or card provider.
• You will receive a confirmation email from Lemon Squeezy and from us.
• Where a refund relates to a Downloadable Product, you must delete all copies of the file from your systems and stop using it. The licence ends when the refund is issued.

8. Contact