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Customer OS™ Refund Policy

Effective Date: September 8, 2026

Customer OS sells digital training programs, playbooks, guides, tools, templates and related downloadable materials. Because these products can be accessed, downloaded, copied, customized and used immediately after purchase, all sales are final except where a refund is required by applicable law or where Customer OS expressly agrees otherwise in writing.

 

1. All Digital Product Sales Are Final

Once payment has been successfully processed and access to the purchased program has been provided or digital delivery has been initiated, the purchase is non-refundable and non-cancellable.

 

Customer OS does not provide refunds, credits or exchanges because a purchaser:

  • changes their mind;

  • decides not to implement the program;

  • does not use the program;

  • does not complete the 12-week program;

  • determines that the program is not suitable for their team after purchase;

  • experiences staffing, scheduling or operational changes;

  • purchases the program without first obtaining internal approval;

  • expected different business results;

  • decides that the program requires more internal effort than anticipated;

  • prefers another training approach;

  • no longer needs the program;

  • accidentally fails to download or retain the files after delivery.

 

Purchasers are responsible for reviewing the program description, inclusions, licence terms and other available information before completing the purchase.

 

2. Digital Access Constitutes Delivery

A product will be considered delivered when Customer OS has done any of the following:

  • made the digital files available for download;

  • sent a download link;

  • provided access through an online account or customer portal;

  • emailed the program materials;

  • otherwise made the purchased materials reasonably available to the purchaser.

 

A refund will not be provided merely because the purchaser has not yet opened, downloaded or used the materials after access has been made available.

 

3. Editable Materials

Many Customer OS programs include editable source files that may be copied, modified and customized for internal company use.

 

Because editable digital content can be reproduced immediately and cannot practically be “returned” in the same way as a physical product, no refund will be issued after access to editable program materials has been provided, except where required by law.

 

4. No Results-Based Refunds

Customer OS does not guarantee particular financial, customer-service, sales, retention, review, revenue or operational results.

 

A purchaser's dissatisfaction with results, implementation progress, employee participation or organizational outcomes is not grounds for a refund.

 

Results depend on factors outside the control of Customer OS, including implementation quality, leadership participation, team engagement, business conditions and customer circumstances.

 

5. Technical Problems

A technical problem does not automatically entitle the purchaser to a refund.

 

If a purchaser experiences difficulty accessing or downloading purchased materials, Customer OS will make reasonable efforts to:

  • restore access;

  • replace a broken download link;

  • resend files;

  • replace corrupted files;

  • provide another reasonable method of digital delivery.

 

Where Customer OS can successfully provide the purchased materials through another reasonable method, the purchase remains non-refundable.

 

6. Duplicate Charges

If a purchaser is charged more than once for the same transaction as the result of a payment-processing error, Customer OS will refund the verified duplicate charge.

This does not apply where the purchaser intentionally completes more than one separate order.

 

7. Incorrect Product Caused by Customer Error

Customers are responsible for selecting the correct Industry Training Kit before purchasing.

 

If a purchaser accidentally buys the wrong program, Customer OS is not obligated to provide a refund after digital access has been provided.

 

Customer OS may, at its sole discretion, permit an exchange to another Customer OS program where:

  • the request is made promptly;

  • the purchaser has not materially used or distributed the original materials; and

  • Customer OS determines that an exchange is appropriate.

 

Any exchange is discretionary and does not create an ongoing right to exchanges or refunds.

 

8. Customer OS Delivery Error

If Customer OS delivers a different product from the one shown on the purchaser's completed order, Customer OS will correct the error by providing access to the product actually purchased.

Such an error will normally be remedied through corrected delivery rather than a refund.

 

9. Materially Defective Files

If a purchased file is materially defective and Customer OS is unable to provide a functional replacement within a reasonable period after being notified, Customer OS may, at its discretion and subject to applicable law:

  • replace the affected material;

  • provide an alternative format;

  • issue a credit; or

  • issue a refund for the affected product.

Minor formatting differences, software-version differences, editable-file behaviour, font substitutions or differences caused by a purchaser's own software or equipment do not automatically constitute a defective product.

 

10. Software and Compatibility

Purchasers are responsible for ensuring that they have appropriate software, hardware and technical capability to access and use the digital materials.

Customer OS does not provide refunds because:

  • the purchaser does not own compatible software;

  • the purchaser's organization restricts downloads;

  • security settings block a file;

  • internal information-technology policies prevent access;

  • the purchaser chooses not to install or use appropriate software.

Customer OS will make reasonable efforts to assist with legitimate delivery problems.

 

11. Unauthorized Use Does Not Create a Refund Right

If a licence is suspended or terminated because the purchaser has breached the Customer OS Terms of Use & Licence Agreement, including through unauthorized copying, resale, redistribution or third-party use, no refund will be provided.

Termination for breach does not relieve the purchaser of obligations arising under the licence agreement.

 

12. Chargebacks and Payment Disputes

 

A purchaser who believes there has been a billing error should contact Customer OS at:

contact@customerospro.com

before initiating a chargeback or payment dispute.

 

Customer OS reserves the right to provide the payment processor or financial institution with relevant evidence of:

  • the order;

  • payment;

  • digital delivery;

  • access records where available;

  • acceptance of applicable terms;

  • communications relating to the transaction.

 

Fraudulent or abusive chargeback activity may result in suspension or termination of access to Customer OS materials and may be pursued as permitted by law.

 

13. Refunds Required by Law

Nothing in this Refund Policy is intended to exclude, restrict or waive a purchaser's rights where those rights cannot lawfully be excluded or waived.

 

Where applicable legislation requires Customer OS to provide a refund or other remedy, Customer OS will comply with those legal requirements.

 

14. Approved Refunds

Where Customer OS approves a refund:

  • the refund will generally be returned to the original payment method;

  • processing times may depend on the payment provider or financial institution;

  • applicable processing or transaction fees may be deducted where legally permitted and not recoverable by Customer OS.

 

An approved refund may also result in immediate termination of the purchaser's licence and right to use the refunded program materials.

 

The purchaser may be required to delete or destroy copies of refunded program materials and cease using any customized versions derived from them.

 

15. No Continuing Right to Use Refunded Materials

If a refund is issued for a Customer OS program, the licence granted with that purchase terminates.

The purchaser must stop:

  • using the program;

  • copying the materials;

  • distributing materials internally;

  • modifying the files;

  • conducting training using the materials;

  • using derivative or customized versions based substantially on the refunded program.

 

A refund does not permit continued use of Customer OS intellectual property.

 

16. Contact

Questions concerning purchases, digital delivery or this Refund Policy should be directed to:

Customer OS
Email: contact@customerospro.com
Website: www.customerospro.com

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