Legal / Digital content
Downloads, cancellations, and refunds.
What happens when a digital product is delivered straight away, and what to do if something isn’t right.
Your 14-day cancellation period
If you buy as a consumer, you normally have 14 days after entering the contract to cancel a distance purchase of digital content or services without giving a reason. The rules differ once delivery or performance begins, as explained below. Buying mainly for your trade, business or profession is normally a business purchase, but a label on our site does not remove consumer rights where they apply.
Downloading books and persona files immediately
Our checkout asks separately for your express consent to supply downloadable digital content during the cancellation period and your acknowledgement that the cancellation right for that content ends when supply begins. Agreeing to our general terms alone is not that consent. We must confirm your consent and acknowledgement on a durable medium, such as an email you can keep.
If those requirements have not been met, we cannot rely on an immediate-delivery waiver to refuse your statutory cancellation right. This waiver never removes rights where content is faulty or not as described.
Ongoing services and annual subscriptions
Premium Persona subscriptions renew annually until you cancel renewal. Use My Account and the subscription’s renewal controls, or email us before the renewal is due if you cannot use them. Cancelling renewal prevents the next annual charge; it does not cut short the term already paid for. The Persona Licence explains the different individual and team rights when that term ends.
Access to an account does not automatically remove a consumer’s cancellation rights for an ongoing service. If you expressly ask us to start a service during its 14-day cancellation period and then cancel, a lawful proportionate charge may apply for the service supplied. The cancellation right for a service ends on full performance only where the required prior consent and acknowledgement were obtained. We will distinguish any service element from downloadable content rather than treating the whole subscription as waived merely because you signed in.
Faulty or misdescribed content
If digital content is faulty, corrupted, inaccessible, or materially different from its description, contact us. Depending on the circumstances and your statutory rights, we may repair the delivery, replace the file, restore access, reduce the price, or refund it. Nothing here limits rights under the Consumer Rights Act 2015.
How to cancel or ask for help
Email hello@backstorygroup.co.uk or write to Backstory Group Limited, 48 West George Street, 48 West George Street, Glasgow, Scotland, G2 1BP. Include the order email, order number and product so we can identify it. A clear statement that you want to cancel is enough; you do not need to use the form below or give a reason for a statutory cooling-off cancellation. Send it before the cancellation period expires. Don’t send full card details.
For a valid statutory cancellation, we’ll reimburse the amount due without undue delay and within 14 days after being informed of your decision, using the original payment method unless you expressly agree otherwise and without a refund fee. Any lawful proportionate service charge will be explained. Refunds for faulty content follow the remedies and time limits required by law. Business change-of-mind refunds depend on the agreed product terms.
Optional cancellation form
To: Backstory Group Limited, hello@backstorygroup.co.uk, 48 West George Street, 48 West George Street, Glasgow, Scotland, G2 1BP.
I/We hereby give notice that I/We cancel my/our contract for the supply of the following digital content or service:
Product or service:
Ordered on:
Order number, if available:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s), only if this form is sent on paper:
Delete whichever wording does not apply.