Refund policy

Last updated: 29 July 2026

This Refund Policy applies to every purchase made on The Calm Puppy. Please read it before you buy. By completing an order you confirm that you have read and accepted it.

1. What we sell

We sell digital products only: PDF guides, planners and printables that are delivered electronically and downloaded immediately after payment. Nothing is shipped. There is no physical item, and once a file has been delivered it cannot be returned in any meaningful sense.

2. Your statutory right of withdrawal

At checkout you expressly request immediate access to the files and expressly acknowledge that, by doing so, you lose your statutory right of withdrawal (the 14-day "cooling-off" period that would otherwise apply to distance contracts under EU Directive 2011/83/EU and, for UK customers, the Consumer Contracts Regulations 2013). This consent is recorded with your order.

In plain words: digital files cannot be returned, so there is no automatic right to change your mind once the download has been made available to you. If you do not want to give that consent, do not complete the purchase.

Separately from that, and entirely by our own choice, we offer the refund promise described in section 3.

3. Our 14-day promise

We would rather you got a result than kept a receipt. So, as a voluntary commercial gesture and not as a statutory right, we offer this:

Work the plan for 14 days. If it has not helped you, email us and we will refund you in full.

To keep the promise workable — and fair to the people who actually use the product — it applies on the following conditions:

  • Time. You email support@thecalmpuppy.com within 14 days of your order date. Requests after day 14 fall outside the promise.
  • Use. You tell us which days you ran and what did not land. A couple of sentences is enough — we are not asking for an essay, a photo or proof of anything. But the promise covers "I did this and it did not help me", not "I bought it and never opened it".
  • Order number. Include it, so we can find the purchase.
  • One per customer. One refund per customer, household or payment method. The promise does not apply to a repeat purchase of a product you have already been refunded for.
  • Scope. The promise covers the plan not helping you. It does not re-open the situations listed in section 4, and it does not apply to orders paid outside this website.
  • Licence ends. When a refund is issued, your licence to use the files ends and you agree to delete your copies. Continuing to use a refunded product is a breach of our Terms of Service.

We answer within 3 business days. Refunds are returned to the original payment method and may take a further 5–10 business days to appear, depending on your bank.

This promise is given by us and may be changed or withdrawn for future orders at any time. The version that applies to your order is the one published on the day you bought.

4. Situations that do not qualify for a refund

To be transparent, outside the promise in section 3 we do not issue refunds in the following cases:

  • You changed your mind, or bought by accident.
  • You did not read the product description, page count, or format before buying.
  • You already own similar material, or found the same information elsewhere.
  • You bought the wrong product from our range.
  • You no longer have the dog, or your circumstances changed.
  • Your device or software cannot open a standard PDF file. Requirements are stated before purchase (see our Delivery Policy).
  • You are asking after day 14, or you have already received a refund from us.

A word on results. Our products are guides. The outcome depends on your consistency, your dog, and factors outside our control, and we make no guarantee of any specific result (see our Terms of Service). The promise in section 3 is not a promise about how your puppy will behave — it is a promise about your money if the plan did not help you.

5. When we will always put it right

We are not trying to keep money we have not earned. Regardless of anything above, we will repair the problem, re-send the files, or issue a full refund at our discretion if:

  • Your download link never worked and we cannot deliver the files to you.
  • The file you received is corrupted, incomplete, or is not the product you ordered, and we cannot supply a working copy.
  • You were charged more than once for the same order.
  • The purchase was made without your authorisation and this is confirmed.

Contact us at support@thecalmpuppy.com with your order number and a description of the problem. We answer within 3 business days and will always try to fix delivery before discussing money.

6. Your statutory rights

Nothing in this policy removes rights you have under mandatory consumer law in your country of residence, including the right to a remedy where digital content is faulty or not as described. This policy limits refunds only where the law permits it, and our 14-day promise is offered in addition to those rights, never instead of them.

7. Chargebacks

If something has gone wrong, please contact us first — it is faster than a bank dispute, and section 3 means you have a refund route that does not need your bank. Opening a chargeback for a product that was correctly delivered and accessed is a form of fraud. Where a chargeback is filed without first contacting us, we reserve the right to submit evidence of delivery, of your access to the files, and of your acceptance of this policy to the payment provider, and to refuse future orders from the account involved.

8. Pricing, offers and bundles

Promotional prices, bundles and free add-ons apply only while the offer is displayed and only in the combination shown. If a free item was included because another item was purchased, removing the paid item removes the discount. We do not apply past promotions retroactively and we do not refund the difference if a price changes after your purchase.

9. Contact

The Calm Puppy — support@thecalmpuppy.com