Customer information
Delivery, Cancellation & Refund Policy.
This policy explains how digital products and paid services from The Dualist Hub are delivered, cancelled and refunded.
Last updated: 19 September 2026
Scope of this policy
This policy currently applies to digital products sold through The Dualist Hub and to paid services provided by The Dualist Hub.
This policy should be read together with the Terms of Use and any product description, proposal, statement of work or written service agreement supplied before purchase.
Digital products
Digital delivery
Digital products are normally delivered electronically through the checkout provider, by email, through a download page or by another method stated on the relevant product page.
Delivery normally begins after payment has been successfully processed. Customers are responsible for providing an accurate email address and checking their inbox, spam or junk folder for the receipt and download information.
If a download link does not arrive, has expired or does not work, contact The Dualist Hub using the address at the end of this policy. Please include the name used for the order, the order email address, the product name and the order or receipt number. Do not send complete payment-card information by email.
File formats and compatibility
The product page will describe the supplied file type or format where relevant. Customers should check that they have a suitable device and appropriate software before purchasing.
The Dualist Hub will provide reasonable assistance where a supplied file is inaccessible because it is corrupted, incomplete or materially different from its description. A customer’s inability to use a correctly supplied standard file because of unsupported software or device limitations does not automatically create a right to a refund, although any applicable statutory rights remain unaffected.
Digital-content cancellation
Where a customer has a statutory right to cancel a digital-content purchase, that right may end once electronic supply begins if the customer has expressly requested immediate delivery and acknowledged that beginning the download or access will cause the cancellation right to be lost.
Where immediate supply has not begun and a cancellation right still applies, the customer may contact The Dualist Hub within the applicable cancellation period. Nothing in this policy removes rights that cannot legally be excluded.
Digital-product refunds
Because digital products can normally be accessed immediately, a refund will not ordinarily be provided simply because a customer changes their mind after supply has begun and the applicable cancellation right has been validly brought to an end.
Please contact The Dualist Hub if a digital product is faulty, corrupted, inaccessible after reasonable troubleshooting, materially different from its description or supplied incorrectly. Depending on the circumstances and applicable law, an appropriate remedy may include a replacement file, restored access, correction, price reduction or refund.
Requests involving duplicate purchases or other exceptional circumstances will be considered fairly on their individual facts. This does not create an automatic entitlement to a refund where no legal right to one exists.
Digital-product payment provider
Digital-product payments are processed by Lemon Squeezy, which acts as the merchant of record for those transactions. Lemon Squeezy processes payments, issues receipts, calculates and collects applicable taxes where required, and may administer refunds and chargebacks in accordance with its terms and legal obligations.
The Dualist Hub remains responsible for its product descriptions, digital-product content and customer support. Refund requests should normally be sent first to The Dualist Hub unless the purchase receipt instructs the customer to use a different support route.
Paid services
Service confirmation
A service enquiry does not by itself create a contract. A paid service begins only after the work, price and relevant arrangements have been confirmed in writing and any required payment or deposit has been received.
The applicable proposal, statement of work, invoice or written agreement will describe the scope, deliverables, timetable, fees, payment schedule, revisions and any project-specific cancellation arrangements. If a project-specific term conflicts with this general policy, the specific written term will apply to that project to the extent permitted by law.
Service delivery
Services and completed deliverables will normally be supplied electronically by email, shared workspace, cloud link, agreed platform or another method stated in the service agreement.
Any delivery date is based on the agreed scope and on the client providing information, approvals, access and feedback when reasonably required. Client delays or requested changes may require the timetable and fees to be revised.
Consumer cancellation rights
Individual consumers who arrange a service online may have a statutory cancellation period. Where a consumer asks The Dualist Hub to begin work during that period, work will begin only after any consent or express request required by law has been obtained.
If the consumer then cancels before the service is fully performed, the consumer may be required to pay a lawful and proportionate amount for work completed up to cancellation. Where the service has been fully performed after the consumer’s express request and acknowledgement, the statutory cancellation right may be lost. Business clients do not automatically receive consumer cancellation rights.
Cancellation by the client
Clients should provide written notice as soon as possible if they wish to cancel or pause a service. The financial outcome will depend on the agreed project terms, the stage reached, work already completed, time reasonably reserved and any approved non-recoverable third-party costs.
Any cancellation amount retained or charged will be reasonable, proportionate and permitted by applicable law. It will not be used as a penalty. Where advance payments exceed the amount properly due for work completed and allowable costs, the appropriate balance will be refunded.
Rescheduling
A request to reschedule will be considered subject to availability and the effect on other confirmed work. Repeated changes, late postponements or a substantial change in scope may require a revised timetable, quotation or agreement.
Cancellation by The Dualist Hub
The Dualist Hub may cancel or suspend a service where it cannot reasonably continue, where required information or payment has not been provided, or where the client materially breaches the agreed terms.
If The Dualist Hub cancels for reasons not caused by the client, any prepaid amount relating to services not performed will be refunded. Where cancellation follows a client breach, completed work and other lawful amounts may remain payable.
Problems with a service
The Dualist Hub aims to provide services with reasonable care and skill and in accordance with the agreed description. A client who believes there is a problem should contact The Dualist Hub promptly, explain the issue and provide a reasonable opportunity for it to be reviewed and, where appropriate, corrected.
Available remedies will depend on the agreement, the circumstances and applicable law. They may include repeat performance, correction, an appropriate price reduction or a refund where legally required.
Refund processing
Approved refunds will normally be returned through the original payment method. Processing times can depend on the payment provider, card issuer, bank, currency and country. The Dualist Hub will process approved refunds within the period required by applicable law and will not be responsible for additional processing time controlled by a bank or payment provider.
Currency-conversion differences, card-provider fees or international-bank charges are controlled by the relevant provider and may not be recoverable unless applicable law requires otherwise.
Statutory rights
Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded. If there is a conflict between this policy and a mandatory legal right, the mandatory legal right will apply.
Changes to this policy
The Dualist Hub may update this policy when its products, services, payment arrangements or legal obligations change. The latest revision date will appear at the top of the page. The version in force when an order or service agreement is made will normally apply to that transaction, subject to mandatory law and any later written agreement.
Contact
To report a delivery problem, request a cancellation or ask about a possible refund, contact:
connect@thedualisthub.com
Include the relevant order, receipt, invoice or project reference, but do not send passwords, full payment-card details or identification documents by ordinary email.