REFUND POLICY

 

THE SHIPPING PLAYBOOK

 

Website: academy.theshippingplaybook.com

Operated by: The Shipping Playbook (hereinafter: "Company", "we", "us", "our")

Last updated: 22 May 2026

Version: 2.0

 

 

IMPORTANT NOTICE: This Refund Policy must be read in conjunction with the Company's Terms and Conditions, which are incorporated herein by reference. Defined terms in this Refund Policy have the same meaning as in the Terms and Conditions unless otherwise specified.

 

IMPORTANT NOTICE FOR EU AND UK CONSUMERS: Your statutory rights, including rights under the Consumer Rights Directive (2011/83/EU), the Consumer Rights Act 2015 (UK), and the applicable national implementations, are not affected by this Refund Policy except as expressly provided herein where a valid waiver of the right of withdrawal has been exercised.

 

 

1. OVERVIEW

 

The Company sells Digital Content — online courses, modules, templates, tools, and associated materials — delivered immediately upon purchase via the Platform at academy.theshippingplaybook.com.

 

Because Digital Content is delivered immediately and irrevocably upon purchase, and because access to that content constitutes "use" that cannot be undone, the Company operates a no-refund policy as the default position for all Digital Content purchases where the statutory right of withdrawal has been validly waived at checkout.

 

Exceptions to this default position are set out in Section 4 of this Refund Policy.

 

 

2. WITHDRAWAL WAIVER AND ITS EFFECT ON REFUND RIGHTS

 

2.1 The Checkout Waiver

 

At checkout, every Consumer is presented with a mandatory checkbox requiring express acknowledgement and waiver of the statutory right of withdrawal, in the following terms:

 

"I expressly request immediate delivery of the digital content. I understand and acknowledge that access to the purchased digital content will be granted immediately upon completion of this purchase, and I hereby expressly waive my statutory right of withdrawal (herroepingsrecht / Widerrufsrecht / right to cancel) as permitted under applicable law. I confirm that I am aware that I will lose my right of withdrawal once performance of the digital content has begun."

 

2.2 Legal Basis for the Waiver

 

The waiver is legally valid pursuant to:


JurisdictionLegal BasisConditionNetherlands (EU)Article 6:230p(f) sub 3 BW / Article 16(m) Directive 2011/83/EUExpress consumer request + acknowledgement of loss of withdrawal rightGermany (EU)§ 356(5) BGBExpress consumer request + acknowledgement + immediate commencement of performanceUnited KingdomRegulation 28(1)(b) CCRs 2013Prior acknowledgement + express request + performance commencedUnited StatesNo statutory withdrawal right for digital content; FTC Act transparency requirements applyClear pre-purchase disclosure of no-refund policy

2.3 Consequence of Valid Waiver

 

Where a Consumer has validly ticked the mandatory checkbox and completed their purchase:

(a) the statutory right of withdrawal is extinguished from the moment digital access is granted;

(b) no cooling-off period of 14 days applies;

(c) the Company is not obligated to issue a refund solely on the basis of a Consumer changing their mind;

(d) the purchase is final and all payment obligations (including instalment payments) are immediately and fully binding.

 

2.4 Invalid or Missing Waiver

 

If the Company's system fails to present or record the checkout waiver for any reason:

(a) the 14-day statutory right of withdrawal remains intact for EU/UK Consumers;

(b) the Consumer may exercise the right of withdrawal within 14 days of purchase by using the Withdrawal Function (see Section 8);

(c) the Company will issue a full refund within 14 days of receiving a valid withdrawal notice.

 

 

3. US CUSTOMERS — NO-REFUND POLICY

 

For customers based in the United States, there is no statutory right of withdrawal or cooling-off period for digital content purchases under federal law. The Company's no-refund policy applies to all completed purchases of Digital Content by US Customers, subject only to the exceptions in Section 4.

 

The absence of a refund right is disclosed clearly on the Platform's checkout page and in these documents, in compliance with the FTC Act's transparency and disclosure requirements.

 

 

4. EXCEPTIONS TO THE NO-REFUND POLICY

 

The Company will issue a refund in the following circumstances:

 

4.1 Defective Digital Content

 

Where the Digital Content is:

(a) not as described in any material respect on the Platform at the time of purchase;

(b) not fit for the purpose described;

(c) technically defective in a way that prevents access to or use of the content, and which the Company is unable to remedy within a reasonable time.

 

Process: The User must submit a report within 30 days of the date of purchase, identifying the specific defect. The Company will investigate within 10 Business Days. If the defect is verified and cannot be remedied, the Company will offer a repair (corrected content), a replacement (alternative access), or a refund, at the Company's election except where applicable law requires a different remedy sequence.

 

For UK and EU Consumers, the right to receive a remedy (repair or replacement before a refund may be claimed) applies under the Consumer Rights Act 2015 (UK) and the relevant EU implementation.

 

4.2 Technical Access Failure

 

Where a technical failure on the Company's Platform (not attributable to the User's own devices, software, internet connection, or hardware) prevents the User from accessing the Purchased Content for more than:

  • 48 consecutive hours from the time of purchase; or
  • 72 cumulative hours within any 30-day period;

 

and such failure has been reported by the User to Company support and the Company has been unable to resolve the issue within 10 Business Days.

 

In such cases, the Company may at its discretion:

(a) extend the User's access period;

(b) provide alternative access;

(c) issue a partial or full refund calculated pro-rata based on the proportion of content affected.

 

4.3 Duplicate Purchase

 

Where a User has been charged twice for the same product in the same transaction due to a payment processing error, the Company will refund the duplicate charge in full, without deduction.

 

4.4 Unauthorised Transaction

 

Where a User can demonstrate to a reasonable evidential standard that a transaction was made without their authorisation (i.e., fraudulent use of their payment details), the Company will cooperate with the User's bank or Payment Processor and, where access was not used, may issue a refund.

 

4.5 Company Fault — Incorrect Product Delivered

 

Where the Company delivers Digital Content materially different from what was described in the Purchase Order, the Company will offer the correct product or a full refund.

 

 

5. WHAT IS NOT REFUNDABLE

 

The following circumstances do not entitle a User to a refund under this Refund Policy:

 

(a) Change of mind — where the User simply decides they do not want the product after purchase and after the waiver has been validly exercised;

(b) Lack of time or interest — failure to access or complete the content, or insufficient time to use the purchased content;

(c) Failure to achieve desired results — results from using the Company Content vary. The absence of a specific business outcome, cost saving, revenue increase, or other result does not entitle a User to a refund;

(d) Disagreement with methodology — personal disagreement with the Company's approach, frameworks, or recommendations;

(e) Partial use — having accessed part of the content before requesting a refund (unless this falls within Section 4.1 or 4.2);

(f) Device or compatibility issues — where the User's own hardware, software, browser, or internet connection is incompatible with the Platform;

(g) Force majeure — events outside the Company's reasonable control;

(h) Delayed implementation — where the User has not yet implemented the content but decides they no longer wish to;

(i) B2B / Business Customer purchases — all sales to Business Customers are final. Business Customers acknowledge at checkout that they are purchasing outside the scope of consumer protection law;

(j) Competitor access — where a refund is requested by an individual who has accessed the content for competitive intelligence purposes. In such cases, the Company reserves the right to deny the refund and pursue civil remedies;

(k) Purchases more than 30 days prior — refund requests submitted more than 30 days after the date of purchase will not be considered except in cases of ongoing technical failure (Section 4.2) or fraud (Section 4.4).

 

 

6. INSTALMENT PLANS — REFUND AND CANCELLATION

 

6.1 No Mid-Plan Cancellation

 

Where a User purchases a product via an Instalment Plan:

(a) Access to the full Purchased Content is granted upon completion of the first instalment payment;

(b) The digital content waiver is exercised at the time of the first purchase;

(c) Cancellation of the Instalment Plan does not entitle the User to a refund of amounts already paid;

(d) All remaining scheduled instalment payments remain due and legally enforceable regardless of whether the User continues to access the content.

 

6.2 Failed Instalments

 

If a scheduled instalment payment fails:

(a) The Company will notify the User by email within 2 Business Days;

(b) The User has 7 calendar days to remedy the failed payment;

(c) If not remedied, Access may be suspended until payment is received;

(d) The full outstanding balance may be accelerated and become immediately due;

(e) The Company may engage debt collection services and/or pursue legal action for recovery of the full outstanding amount plus costs.

 

6.3 Refund Eligibility Under an Instalment Plan

 

Where a refund exception under Section 4 applies during an Instalment Plan:

(a) The refund shall be calculated based on amounts actually paid to date;

(b) Outstanding instalments shall be cancelled;

(c) No refund shall exceed the total amount actually received from the User.

 

 

7. CHARGEBACK POLICY

 

7.1 Company's Position on Chargebacks

 

Initiating a chargeback with a bank or Payment Processor in circumstances where a refund has been refused under this Refund Policy (i.e., outside the exceptions in Section 4) constitutes a breach of these Terms. The Company will contest all chargebacks by submitting comprehensive evidence to the relevant Payment Processor, including:

  • Proof of purchase and identity verification;
  • Timestamp and IP address of checkout waiver confirmation;
  • Access logs confirming content has been viewed;
  • Email delivery records;
  • These Terms and this Refund Policy as agreed to at checkout.

 

7.2 Response Timeline

 

  • Acknowledgement of chargeback notification: within 72 hours (3 Business Days);
  • Full evidence submission: within 10 Business Days of notification.

 

7.3 Consequences of Fraudulent Chargebacks

 

Where a User initiates a chargeback:

(a) while having validly waived the right of withdrawal and having accessed the Purchased Content; or

(b) in bad faith or in breach of these Terms;

 

the Company reserves the right to:

  • Permanently terminate the User's Account and Access without refund;
  • Report the User's details to the relevant Payment Processor's fraud database;
  • Pursue civil legal action for the full transaction amount plus chargeback fees plus reasonable legal costs;
  • Report to relevant law enforcement authorities where applicable.

 

 

8. WITHDRAWAL FUNCTION (EU CONSUMERS) — HERROEPINGSFUNCTIE

 

In compliance with EU Directive 2023/2673 and its Dutch implementation (Article 6:230oa BW), effective 19 June 2026, the Company provides an online Withdrawal Function accessible via the footer link "Herroeping uitoefenen" on the Platform.

 

The Withdrawal Function is only available where the right of withdrawal has not been extinguished. Specifically:

 

  • The Withdrawal Function is available where the User did not tick the checkout waiver checkbox (Section 2.4 above applies);
  • The Withdrawal Function is not available (and withdrawal requests via this function will be declined with explanation) where the User validly ticked the checkbox and access was granted.

 

To exercise withdrawal via the Withdrawal Function:

  • Navigate to the withdrawal page linked in the website footer;
  • Enter: your full name, order number, and email address used at purchase;
  • Click "Bevestig herroeping" / "Confirm withdrawal";
  • The Company will send an automatic electronic confirmation within 2 hours, stating the date, time, and content of the withdrawal.

 

Upon valid withdrawal:

(a) Access to the Purchased Content is immediately revoked;

(b) A full refund will be issued within 14 calendar days via the original payment method.

 

 

9. HOW TO REQUEST A REFUND

 

9.1 Contact Method

 

Refund requests that fall within the exceptions in Section 4 must be submitted via:

  • The support contact form on the Platform at academy.theshippingplaybook.com; or
  • Direct email to the Company's support address as listed on the Platform.

 

9.2 Required Information

 

All refund requests must include:

(a) full name and email address used at purchase;

(b) order number or transaction reference;

(c) date of purchase;

(d) product purchased;

(e) clear description of the grounds for the refund request with reference to the applicable exception under Section 4;

(f) where applicable, evidence (e.g., screenshots of technical errors, description of defect).

 

Incomplete requests will be returned for completion, which may delay processing.

 

9.3 Processing Timeline

 

The Company will:

(a) acknowledge the refund request within 5 Business Days of receipt;

(b) communicate a decision within 10 Business Days of receipt of the complete request;

(c) process an approved refund within 14 calendar days of the decision.

 

All refunds are issued via the original payment method. The Company does not issue refunds by alternative methods without prior agreement. Processing timelines may vary depending on the User's bank or card issuer.

 

9.4 Partial Refunds

 

In cases involving partial use of content, partial defects, or partial technical failures, the Company may at its discretion issue a partial refund calculated on a pro-rata or case-by-case basis.

 

 

10. DISPUTES AND ESCALATION

 

10.1 Internal Escalation

 

If a User disagrees with the Company's decision on a refund request, they may escalate by emailing the Company's management via the Platform's contact form, clearly marking the message "Formal Dispute." The Company will respond within 10 Business Days.

 

10.2 EU Online Dispute Resolution

 

EU Consumers may use the European ODR platform at http://ec.europa.eu/consumers/odr. The Company will endeavour to resolve disputes through this platform in good faith.

 

10.3 UK Alternative Dispute Resolution

 

UK Consumers may contact Citizens Advice (www.citizensadvice.org.uk) or use a certified ADR scheme. Information on available ADR providers is available on the Platform or upon request.

 

10.4 Netherlands — ACM

 

Dutch Consumers may file a complaint with the Authority for Consumers and Markets (ACM) at www.acm.nl.

 

10.5 Germany — Verbraucherschlichtung

 

German Consumers may use the online dispute resolution service at www.verbraucherschlichtung.com.

 

10.6 United States — FTC

 

US Customers may file a complaint with the Federal Trade Commission at www.ftc.gov/complaint.

 

 

11. GOVERNING LAW

 

This Refund Policy is governed by the laws of the Netherlands. For EU Consumers, mandatory consumer protection laws of the Consumer's country of residence apply to the extent they provide greater protection. For UK Consumers, mandatory provisions of UK consumer protection law apply. For US Customers, applicable federal consumer protection law applies.

 

 

12. AMENDMENTS TO THIS POLICY

 

The Company reserves the right to amend this Refund Policy at any time. For EU/UK Consumers, material changes to this policy will be communicated with at least 30 days advance notice. For purchases already made, the version of this Refund Policy in force at the time of purchase applies.

 

The current version of this Policy is always available at academy.theshippingplaybook.com.

 

 

13. CONTACT

 

For all refund requests, disputes, and policy queries:

 

The Shipping Playbook

Website: academy.theshippingplaybook.com

Contact: via the contact form on the Platform

 

This Refund Policy was last reviewed and updated on 22 May 2026.

 

 

END OF REFUND POLICY