Get the planner

Refund Policy

Refunds for digital spreadsheet downloads

This policy explains how refunds work for the downloadable spreadsheet planner sold through Family Money Helper. Last reviewed: 13 May 2026.

Quick summary

  • The planner is a digital download, so it cannot be physically returned.
  • If you have a technical problem accessing the file, we will try to help first.
  • If the file is faulty, not as described, or you receive the wrong product, contact us.
  • If you choose immediate access to the download, you may lose the usual 14-day cancellation right once access begins.

Digital download cancellation rights

UK consumer rules treat digital downloads differently from physical products. If you buy digital content and choose immediate access, the checkout may ask you to agree that the download starts straight away and to acknowledge that you lose the usual 14-day cancellation right once access begins.

This means that, once the planner has been accessed or downloaded after that agreement, refunds are usually not offered simply because you changed your mind.

When a refund may be offered

We will review refund requests fairly. A refund may be offered where:

  • you paid twice by mistake for the same product;
  • you were sent the wrong file;
  • the download link does not work and we cannot fix it;
  • the file is faulty and we cannot provide a working replacement;
  • the product was materially not as described on the product page.

When a refund is unlikely

A refund is unlikely where:

  • you have already downloaded or accessed the file and simply changed your mind;
  • you expected the planner to provide professional financial, tax, payroll, legal or benefits advice;
  • your actual payslip, nursery bill or benefit position differs from an estimate in the planner;
  • you bought the wrong product but the file was delivered as described;
  • the issue is caused by using unsupported software or changing formulas in the workbook.

Before asking for a refund

If the issue is technical, please contact us first. In many cases we may be able to resend the download link, provide the correct file format, or explain how to open the spreadsheet in Excel or Google Sheets.

How to request a refund

Email hello@familymoneyhelper.co.uk with:

  • the email address used at checkout;
  • your order number or receipt if you have one;
  • the date of purchase;
  • a short explanation of the problem;
  • screenshots if they help explain a technical issue.

We will aim to reply within a reasonable time. If a refund is agreed, it will usually be sent back to the original payment method through the checkout provider.

Faulty files and replacements

If a file is faulty, we may offer an updated file, replacement download, setup guidance or refund depending on the issue. Please do not redistribute, resell or share the file while a refund request is being reviewed.

Checkout provider policies

Purchases may be processed by Payhip, Stripe or another checkout provider. Their payment processing, fraud checks, delivery emails and refund processing times may also apply.

Your legal rights

Nothing in this policy affects consumer rights that cannot be excluded under UK law. If digital content is faulty, not as described or not provided with reasonable care and skill, you may have additional rights.