Refund Policy

Our products are digital and are delivered electronically once your payment is verified. Once a product has been delivered, we generally do not offer refunds for change of mind, subject to applicable law. This page explains what that means in practice, what we do when something goes wrong, and how to reach us.

1. The short version

• Once a digital product has been delivered, we generally do not offer refunds for change of mind, lack of use or dissatisfaction, subject to applicable law. That is not a promise that every request will be refused.
• That does not override the law. Where applicable consumer law or a mandatory payment-provider protection requires a refund or cancellation, that requirement applies.
• If a charge was made twice, a file is corrupted, cannot be opened or is missing something the product page promised, or the product is materially different from its description, contact us. Those situations are different from changing your mind, and we try to put them right first.
• We investigate unauthorised transactions and payment disputes.
• Access is provided after payment. A downloadable product bought with your account gives you lifetime access whenever you sign in to that account, and so does the Ascent Profile Audit when bought that way. That access ends if the purchase is refunded in full or lost in a payment dispute (sections 6 and 9). Older purchases made without signing in are valid for 30 days and tied to the browser you paid from. Section 3 explains the difference.

2. What you are buying

Our paid products are digital, and they come in two kinds. Downloadable products give you the product files described on that product's page, and access to any online tools that page lists as included. Browser-based tools, such as the Ascent Profile Audit, are used on our website and have no downloadable file: a purchase gives you access to the tool, for life when you buy with your account, or for 30 days in one browser when it was bought through the earlier checkout that did not ask you to sign in. There is no physical item and nothing is shipped.

Each product page describes in detail what is included, who the product is for, and who it is not for, before you buy. Please read it, and if anything is unclear, ask us at theroamwell@gmail.com before you purchase. Because we generally do not refund a change of mind once a product has been delivered, the time to ask is beforehand, and we would much rather answer a question than have you buy something that was not right for you.

3. When you get access

• Access is provided immediately after your payment is successfully verified. Once that verification is complete, what the Thank You page shows depends on the kind of product:
  • Downloadable products: the Thank You page shows a download button.
  • Browser-based tools, such as the Ascent Profile Audit: the Thank You page shows a link to start the tool. There is no downloadable file.
• Products bought with your account (the downloadable products and the Ascent Profile Audit): where checkout asks you to sign in, the purchase is linked to your account and you have lifetime access to the download, or to the tool, whenever you sign in to that account. It does not expire after 30 days and it is not tied to a browser. Lifetime access is not a promise that the website, or any particular feature of it, will be available forever.
• Products bought through the earlier checkout that did not ask you to sign in, including an Ascent Profile Audit purchase made that way, use 30-day browser access. Access is valid for 30 days from the time of purchase. After that, a download link stops working and a browser-based tool locks again in that browser.
• For 30-day browser access, access is tied to the browser you used to pay. A download, or the access to a browser-based tool, is held in that browser only. We do not currently provide a way to move this access to another browser or device. Clearing your browser's cookies, or using a different browser or device, removes access to the download or the tool. Refreshing the Thank You page does not extend or renew your access period.
• Purchases made through the earlier checkout have not been moved to accounts and do not have lifetime access.
• We do not currently provide a download history or an account page.

4. Change of mind

Once delivered, digital products are generally not refundable for change of mind, except where a refund or cancellation is required by applicable law or by mandatory payment-provider or consumer protections, and except in the situations described in section 6.

We generally do not offer voluntary refunds for change of mind, lack of use, or dissatisfaction with a product that was delivered as described. In practice that means we do not usually offer a voluntary refund because you:

• downloaded or opened the files
• read the product
• decided it was not useful to you
• changed your mind
• no longer need it
• expected something the product page did not describe or promise

This is a deliberate decision rather than an oversight. Our product pages are unusually detailed for this reason: they set out the contents, the limits and the intended reader in advance, so the decision can be made properly before any money changes hands. It is not a promise that every request will be refused: a request is looked at on its facts, and the situations in section 6, and your rights under applicable law, are not affected.

5. If you have already downloaded or read the product

Downloading the product does not create an automatic voluntary refund right under our policy. Refund eligibility may still be affected by applicable law or by mandatory payment-provider protections.

To be clear about what this section is not saying: we are not claiming that reading a file removes rights you hold under the law where you live. We are saying that having read it is not, by itself, a reason we will refund you.

Immediate delivery and cancellation rights. Our products are delivered digitally as soon as your payment is verified. In some countries, consumer law gives a buyer a short period in which to cancel an online purchase. It can also treat digital products differently once delivery has begun, and it may require that the buyer has specifically agreed to immediate delivery and has been told what that means for the right to cancel. Whether any of that applies to you depends on the law where you live and on the facts of your purchase.

Before you pay, checkout asks you to confirm three things, each in its own box: that you accept this policy and the Terms of Service; that you ask for immediate delivery (for a browser-based tool, for access to start immediately); and that you understand what that may mean for any statutory right to cancel that applies to you. We keep a record of what you confirmed: the versions of this policy, the Terms and the checkout wording, and your three confirmations. For a purchase made while signed in to an account, that record is kept with your order in our database, with the time it was made. For any other purchase, the version names are noted on the payment order held by our payment provider, which is a note and not a record we keep ourselves.

We do not claim that this policy, the boxes you tick, or the act of buying or downloading removes any right the law gives you. If you believe a cancellation or refund right applies to your purchase, contact us and we will consider it under the law that applies to you.

6. Where a refund may still apply

The situations below sit outside the change-of-mind position above. This is a list of them, not a promise to refund on request. A refund may be available where:

• applicable law requires it
• a mandatory buyer protection operated by the payment provider requires it
• a charge was made more than once for the same product, and we confirm it (see section 8)
• the transaction was unauthorised or fraudulent, and the payment provider determines that a refund is appropriate
• the product was not delivered, or was materially defective, subject to the applicable provider process and legal requirements
• the product is corrupted, cannot be accessed, is missing content its product page promised, or is materially different from its description, and we cannot put that right (see section 7)

We refund a purchase in full or not at all, and we do not offer partial refunds. When a full refund of a purchase made with your account has been confirmed as processed by the payment provider, we remove access to that product from your account, so it is not shown in your library and its download does not work. A refund that has only been requested, or is still being processed, does not remove access, and if you have not been refunded your access stays in place. If a payment provider record ever shows only part of a payment refunded, we review it by hand and your access is not changed automatically. For an older 30-day purchase made without signing in, access cannot be withdrawn from the browser you paid from and may remain there until its 30-day period ends. Any refund is processed by the payment provider, and its timing is described in section 11.

7. Delivery and access problems

If your purchase did not arrive, a file is corrupted or will not open, the tool will not load, the product is missing content its product page promised, the product is materially different from how its page described it, or the Thank You page did not show a download or a link to start the tool after you paid, please contact us as soon as possible. Do not wait, and please do not assume it is unfixable.

We will review what happened with the details in section 10, and our first step is to try to put the problem right. If we cannot resolve a genuine problem, we will provide any remedy that applicable law requires. We aim to respond as soon as reasonably possible. We cannot promise that access can be restored in every case. For a 30-day purchase, access is tied to the browser that paid, and we do not have an access record that would let us issue it again, so some problems cannot be fixed afterwards. For a purchase linked to an account, signing in with the same email address is how you reach it again. If you paid or signed in with a different address, tell us and we will review it. Where a refund is required by applicable law or by the payment provider's process, that takes precedence.

8. Duplicate charges

If you appear to have been charged more than once for the same product, tell us and we will investigate the transactions. Where a duplicate charge is confirmed, we will correct it. This section is about fixing a billing mistake, and it does not extend to change of mind.

9. Unauthorised transactions and payment disputes

Unauthorised transactions should be reported promptly through the payment provider and to RoamWell. We investigate unauthorised transactions and payment disputes, and we will cooperate with the provider's investigation. We cannot confirm an outcome in advance of that process, since a charge you do not recognise is not always an unauthorised one. Nothing in this policy stops you from raising a dispute with your bank, card issuer or the payment provider.

While a dispute is open, your access stays active. If a dispute is finally decided against us, access to that product is removed from the account it was bought with; if it is decided in our favour, your access continues. A dispute that closes without a clear outcome is reviewed by a person, and your access is not changed automatically in the meantime. For an older 30-day purchase tied to the browser you paid from, see section 6.

10. How to contact us about a purchase

Email theroamwell@gmail.com, or use our contact page. So we can find your purchase quickly, please include:

• The email address you used in the payment window, if you entered one
• The name of the product
• The reference shown on your Thank You page (it ends in six characters), and the payment ID from your Razorpay receipt if you received one
• The email address you signed in with, if you bought with an account
• The approximate date of purchase
• A short description of the problem

11. Response times

We aim to respond as soon as reasonably possible. We do not guarantee a specific response time.

We are not stating a refund processing time. Where a refund is issued, the settlement timing is determined by the payment provider and by your bank or card issuer rather than by us, and it can take several business days after the refund is processed.

12. Your rights under applicable law

Our products are sold to customers around the world, and consumer protection law differs from one country to another. Nothing in this policy is intended to exclude or limit any non-waivable rights you may have under applicable consumer protection law.

Where the payment provider handling your purchase operates its own mandatory buyer protections, those may also apply to your transaction in addition to this policy.

13. The payment provider

Payments are processed by Razorpay, a third-party payment gateway. You pay inside Razorpay's checkout window. RoamWell does not receive or store your card, bank or UPI details. Your bank or card statement may show Razorpay in the transaction description, and Razorpay's own terms and dispute process may also apply to your payment.

14. Changes to this policy

We may update this policy, and we will update the "last updated" date at the top when we do. The policy that applies to your purchase is the one published at the time you bought. This is version refund-2026-10-22 of the policy.

15. Contact

Questions about this policy? Email theroamwell@gmail.com or use our contact page. Our Terms of Service cover the rest of the purchase relationship.