When a refund applies, and when it doesn't.
The short version: a single-kit purchase can be refunded within 14 days, before the kit PDF is generated or downloaded. The group-pass subscription is cancel-anytime with no pro-rata refund. District procurement runs on its own intake.
- Single-kit: 14-day pre-download window.
- Group pass: cancel-anytime, no pro-rata refund.
- District: procurement- only, separate intake.
Plain summary
Once a printable PDF is generated or downloaded, the license to print and use the source file is consumed. We refund before that consumption; we cannot refund after. The 14-day window exists exactly so a clinician can take a kit from the checkout page through the tailoring dials, see whether the format fits the room, and reverse the purchase if it does not.
The binding text is the rest of this page; the summary exists so an evaluator can read the top and know whether the policy fits the purchase they are about to make.
Section 1
The 14-day pre-download refund window.
Single-kit purchases are one-time charges that grant lifetime use of one printable plus its editable source file. The refund window matches that framing.
Eligibility. A single-kit purchase is eligible for a full refund if both:
- The refund request arrives within 14 calendar days of the Stripe receipt; and
- The kit PDF has notbeen generated or downloaded — i.e. the "Generate PDF" button on the kit page has not been clicked, and no PDF file has been emailed to the buyer for this kit.
Cutoff. The cutoff is the first of the two events: 14 days elapsed, or the PDF generated/downloaded. Once either side fires, the refund window for that kit is closed.
What gets refunded. The full purchase amount, via the same Stripe channel and same card on file. Stripe processing fees are absorbed by us; you do not lose a percentage to fees.
What does not. A second purchase of the same kit, after a refunded first purchase, is at our discretion — we do not promise the same window twice on the same kit for the same account.
Section 2
How to request a single-kit refund.
The same channel shown on the pricing surface — reply to the Stripe receipt email. We process within a school day.
Step 1.Reply to the original Stripe receipt email (the one from Stripe with the line items for the kit). Include the kit slug or name and the word "refund" in the body.
Step 2. We confirm that the 14-day window is open and the PDF was not generated/downloaded — both are visible on our side. We reply with a confirmation.
Step 3. Stripe issues the refund to the original card. The refund is visible on the card statement within 5-10 business days, depending on the card issuer.
Alternative channel. Email tessera-ojgia1@polsia.app with the same content if you cannot find the Stripe receipt. Include the kit slug and the purchase date; we can look up the charge on the Stripe id we hold.
Section 3
Group-pass subscriptions.
No pro-rata refund. Cancel-anytime is the operating rule; the door is the Stripe receipt link.
Cancel any time. The group-pass subscription can be cancelled from the Stripe receipt — the email that arrives when the subscription renews or originates. The cancel link sits at the bottom of the receipt. Cancellation takes effect at the end of the current billing period; no phone call, no retention queue.
No pro-rata refund. The refund policy for the subscription tier is cancel-from-this-period-forward, not refund-the-elapsed-period. Cancellations are not within the 14-day window described in section 1; the 14-day window applies only to single-kit purchases.
No partial refund for an annual upgrade. If you switch from monthly to annual mid-cycle, the annual subscription is a fresh charge; the partial-month that elapsed on the monthly tier is not refunded.
Exceptional cases. For duplicate charges, charges after a documented cancellation, or charges the cardholder did not authorize, contact us — those are not the cancel-anytime case and are handled through Stripe support directly.
Section 4
District procurement.
Deposit / PO language. Separates from the self-serve refund flow.
The district track is a quote, not a cart. The deposit and the annual renewal run on PO / invoice terms, not on Stripe. There is no self-serve cancel for the district track; cancellation terms are written into the procurement agreement at intake.
What that means for a refund. A district order cancelled before SSO provisioning and before the start of the renewal period is eligible for a full refund of the deposit, net of any scoping work already performed. After SSO provisioning, the district agreement governs.
Reach out via tessera-ojgia1@polsia.app to open a district cancellation conversation.
Section 5
What this refund policy is not.
Three things we deliberately do not do.
Not a satisfaction guarantee. The 14-day window is a procurement-evaluation window, not a satisfaction guarantee. Once the kit PDF is in your hands, the question of whether the format fits your group is a clinical question you answer with your group, not a refund you reverse.
Not a chargeback path. If you want a refund, the refund channel above is the channel. Filing a chargeback with your card issuer after requesting a refund through the channel does not accelerate anything and complicates the audit trail; the channel above is faster.
Not a wholesale-reprint clause. Once the PDF is generated, the artifact in your hands is yours to reprint under the license. The license does not include redistribution outside the licensed setting; refunding does not re-open a redistribution right.
Subject to founder review for legal enforceability — not legal advice.