Digital Product & Refund Policy

Last updated: 18 September 2026

This policy describes how Service Margin Lab generally approaches digital products, including Excel-based tools and templates. Products referenced on this website are currently marked as "Coming Soon," "In Development" or "Planned" and are not yet available for purchase. This policy will apply once checkout functionality is introduced, and will be reviewed and updated at that time as needed.

Nature of digital products

Our digital products are delivered electronically as downloadable files (such as Excel workbooks). Because digital products can typically be accessed, copied or used immediately upon download, digital products are generally treated differently from physical goods when it comes to refunds.

General approach to refunds

As a general starting position, digital products may not be eligible for a refund once they have been downloaded or accessed, except where required by applicable consumer protection law or where a product is found to be faulty, not fit for purpose, or materially different from how it was described.

This general position does not override, limit or exclude any rights you may have under applicable consumer protection laws in your country or region, including any statutory guarantees relating to acceptable quality or fitness for purpose. Where those laws provide rights that cannot lawfully be excluded, those rights will apply in addition to, or instead of, the general position described above.

Product descriptions

We aim to describe every product accurately, including its features, intended use and limitations. Product pages make clear when a tool does not automatically calculate pricing, does not guarantee accuracy, or requires you to apply your own judgement and figures. Please read a product's description, including its FAQ section, before purchasing.

How to request a refund (once purchases are available)

Once checkout functionality is live, refund requests will be able to be submitted through the contact details provided on our Contact page. We will review each request individually, taking into account the circumstances and any applicable consumer protection obligations.

Updates to purchased tools

Where a digital product receives a minor update or correction after purchase, we may make an updated version available to existing purchasers where practical, though this is not guaranteed for every product or update.

Professional advice

This policy is a general website policy and does not constitute legal advice. If you require advice on consumer law obligations relevant to your business or purchase, we recommend obtaining appropriate professional advice.