Refund and Returns Policy

1. Digital product policy

BuildThePuzzle provides digital puzzle generation services. Our products include printable PDF puzzle files, answer key PDFs, single PDF unlocks, and monthly access to generate digital puzzle PDFs.

Because these are digital products that can be accessed immediately, copied, downloaded, printed, or used after delivery, all sales are generally final once the digital product has been delivered or access has been granted.

2. Free PDF exports before payment

Each verified email receives 5 free PDF exports forever. These free exports are provided so you can test the service before making a paid purchase.

We strongly recommend using the free PDF exports to confirm that BuildThePuzzle fits your classroom, homeschool, or family needs before purchasing a paid PDF or monthly access.

3. Single PDF purchase refunds

Single PDF purchases cost $2.99 and unlock one printable puzzle PDF.

Single PDF purchases are generally non-refundable after:

• The PDF has been generated.
• The PDF download link has been delivered.
• The PDF has been downloaded or accessed.
• The paid PDF credit has been used.

A refund may be considered if the purchase was made by mistake and the PDF was not generated, delivered, downloaded, accessed, or used.

4. Monthly access refunds

Monthly access costs $9.99/month and allows users to generate PDF puzzles while access is active.

Monthly access payments are generally non-refundable once access has started, especially if PDF files have been generated, downloaded, or used during the billing period.

You may cancel future monthly access according to the cancellation options available through your account, WooCommerce account page, or by contacting support.

Cancelling monthly access stops future renewals. It does not automatically refund the current billing period unless a special exception applies.

5. Special refund exceptions

We may consider a refund in limited cases, including:

• You were charged twice for the same product due to a technical error.
• You paid but did not receive access due to a verified system error.
• The PDF could not be generated because of a confirmed BuildThePuzzle technical issue.
• You purchased the wrong product and did not use the digital product or access.
• A payment was clearly unauthorized, subject to review and verification.
• Applicable law requires a refund.

Refunds are not guaranteed. Each request is reviewed based on product usage, delivery status, order history, technical logs, and applicable law.

6. Situations that usually do not qualify for refunds

Refunds are usually not available for:

• Downloaded or accessed PDF files.
• Used paid PDF credits.
• Monthly access that has already been used to generate PDFs.
• Change of mind after digital delivery.
• Failure to read the product description before purchase.
• Incorrect topic, grade level, difficulty, or vocabulary entered by the user.
• Minor formatting preferences when the PDF was successfully generated and delivered.
• Internet, printer, device, browser, or email issues outside our control.
• Expired download links after the stated access period.

7. Technical problems

If you experience a technical problem, contact us before requesting a refund. In many cases, we can resend a PDF link, restore access, regenerate a file, or help resolve the issue.

To help us investigate, please include:

• Your order number.
• The email address used at checkout.
• The puzzle type, topic, grade level, and difficulty selected.
• A short description of the problem.
• A screenshot if available.

8. Refund request deadline

Refund requests should be submitted within 7 days of purchase.

Requests submitted after 7 days may be declined, especially if the digital product was delivered, accessed, downloaded, or used.

9. How to request a refund

To request a refund review, contact us at:

[Insert Support Email]

Please include your order number, checkout email, purchase date, and the reason for your request.

10. Refund processing

If a refund is approved, it will usually be issued to the original payment method. Processing times may depend on Stripe, your bank, your card issuer, and WooCommerce payment records.

If a refund is issued, BuildThePuzzle may remove access to the related digital product, revoke paid credits, cancel monthly access, or disable related download links.

11. Chargebacks and payment disputes

If you have an issue with your order, please contact us first so we can review and attempt to resolve it. Filing a payment dispute or chargeback may result in account access being paused while the dispute is reviewed.

12. No physical returns

BuildThePuzzle does not ship physical products for the puzzle generator service. There are no physical returns, return labels, or inventory returns for digital PDF products.

13. Policy changes

We may update this Refund and Returns Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

14. Contact us

For refund questions, access issues, or billing support, contact us at:

[Insert Support Email]