Refunds and cancellation

Our products are downloads. If you ask for your files straight away, your right to cancel ends once the download starts. If a file is faulty or not as described, we will put it right.

Changing your mind

If you buy as a consumer, the law usually gives you 14 days to cancel an order made online. For downloads, that right ends early once both of these have happened:

1. Before your first download, you asked for your files straight away and confirmed that you understand you lose your right to cancel once the download starts.
2. You started the download.

We then email you a confirmation of what you agreed.

Until your download starts, you can still cancel within 14 days of your order. Email hello@btl.education with your name, your order number and the words “I cancel my order”. We will refund you within 14 days of hearing from you. If you would rather not tick the box at all, tell us, and we will send your files once the 14 days have passed.

Once your download has started, we do not give refunds for a change of mind. That includes choosing the wrong pack or licence, or ordering the same thing twice.

Buying for a school or for your teaching

The 14-day right to cancel is for consumers. Orders for a school, and teacher licences bought for teaching, cannot be cancelled once we have sent the files. A school can withdraw a purchase order at no cost until then.

If a file is faulty or not as described

A file is faulty if it will not open, has pages missing, does not match its product page, or has mistakes that stop it doing what the product page says.

1. Email hello@btl.education with your order number, the file and the page.
2. We correct or replace the file as quickly as we can, and tell you when to expect it.
3. If we cannot correct or replace it within a reasonable time and without significant inconvenience to you, we refund part or all of the price.

If you are a consumer, these are your rights under the Consumer Rights Act 2015, and nothing in this policy reduces them.

Upgrading in place of a refund

If you bought a teacher licence and your school wants a school licence, you do not need a refund. Upgrade at any time by paying the current school licence price, less what you paid for the teacher licence.

How refunds are paid

We refund to the card or account you paid with, within 14 days of agreeing the refund. If an invoice has not been paid yet, we cancel it or send a credit note.

Cancellation form

You can cancel by email in your own words. If you prefer, copy this form into an email or a letter.

To Granary Digital Ltd, trading as Between the Lines, Unit 3 The Old Grainstore, Adsdean Farm, Funtington, Chichester, West Sussex, PO18 9DN (hello@btl.education)

I give notice that I cancel my contract for the supply of the following digital content:

Ordered on:

Order number:

Name:

Address:

Signature (only if sent on paper):

Date: