Cancellation & Refund Policy

We want you to be happy with what you buy. Because our products are digital and are available the moment you buy them, this policy explains when you can get a refund.

Last updated: 2 October 2026

The short version

Ask within 14 days and we will refund a purchase in full, as long as you have not substantially downloaded its working files or substantially read the guide. If your access was faulty, if you were charged twice, or if a charge was not authorised, we will always put it right.

1. Digital products and instant access

Our guides and their working files are delivered instantly. You can read the guide and download the files as soon as your purchase is confirmed. This affects refunds, because a digital product cannot be “returned” once it has been consumed.

2. When you are eligible for a refund

You can request a full refund within 14 days of purchase if both of these are true:

• You have not substantially downloaded the product’s working files, and
• You have not substantially read or used the guide.

3. We will always refund these

• Faulty or missing access. You paid but cannot access the product and we cannot fix it promptly.
• Accidental duplicate purchase. You bought the same product or bundle twice.
• Unauthorised charge. You did not make or approve the purchase.
• Significant misdescription. The product is materially not what the page described.

4. When a refund may not apply

• You have already substantially downloaded the files or substantially read the guide and none of the always-refund cases above apply.
• The request is made well after the 14-day window, outside the always-refund cases.
• A bundle whose main contents have been substantially accessed.

We look at these fairly and in good faith. If in doubt, ask us.

5. Free products

Free products involve no payment, so there is nothing to refund. You can ask us to remove a free item from your library at any time.

6. How to request a refund

Email support@lonehippo.com from the address on your account. Include your order reference or the email you used and the product name. We aim to respond within 3 business days.

7. How refunds are issued

Approved refunds are made to your original payment method through our payment provider, which is the merchant of record for your purchase. Once approved, it can take several business days for the refund to appear, depending on your bank or card issuer.

8. Subscriptions

We currently sell one-time purchases only and do not offer subscriptions. If that changes, this policy will be updated with clear cancellation terms before any subscription is sold.

9. Chargebacks

If something is wrong, please contact us first. We can usually resolve it faster than a card dispute. Opening a chargeback without contacting us may delay the outcome while the dispute is handled by the card network.

10. Contact

Any question about cancellations or refunds? Email support@lonehippo.com.

See also the Terms of Service and the Privacy Policy.