Refunds, Withdrawal & Faulty Files

This page explains two different rights. They are often confused, so we have kept them separate:

1. The 14-day withdrawal right — the general right to change your mind about something bought online. For instant downloads it ends at the moment we deliver, because you ask us to deliver immediately.
2. Your rights if a file is faulty — completely separate, unaffected by the above, and they last two years.

This page forms part of our Terms & Conditions.

Part 1 — The 14-day withdrawal right

The general rule

When you buy something online from a trader as a consumer, Czech law (§ 1829 of the Civil Code, implementing EU Directive 2011/83) normally gives you 14 days to withdraw from the contract without giving a reason.

Why it does not usually apply here

There is an exception for digital content that is not supplied on a physical disc. Under § 1837(l) of the Civil Code, that right ends once we start delivering, provided all three of these are true:

1. you expressly asked us to deliver before the 14 days were up;
2. you were told, before you paid, that asking for immediate delivery ends your withdrawal right;
3. we send you confirmation of that on a durable medium.

Our checkout is built so all three happen. Before you pay, you tick a separate box that says:

I ask you to make the files available to me immediately after my payment is confirmed, before the 14-day withdrawal period has ended. I understand that as soon as you do this I lose my right to withdraw from this purchase (§ 1837(l) of the Czech Civil Code).

That box is never ticked in advance — you tick it yourself, or the order does not go through. Your confirmation email repeats the exact wording back to you with the date and time you agreed to it.

So in practice: once your download link has been issued, you no longer have the 14-day right to change your mind. That is the trade-off for getting the files instantly.

If you would rather keep the 14-day right

Don't tick the box. We cannot process an instant-download order without it, so contact us and we will arrange the purchase another way.

When the 14-day right is still live

You can still withdraw if:

• you have paid but we have not yet made the files available to you; or
• you were somehow never shown or never agreed to the immediate-delivery confirmation; or
• you bought and we then failed to make the content available at all (§ 2389h of the Civil Code).

To withdraw, email support@digitalskylight.com within 14 days of the contract being concluded. You can use the form at the bottom of this page, but any clear statement is fine.

If you withdraw validly, we refund everything you paid within 14 days of receiving your notice (§ 1832), using the same payment method you used, at no cost to you.

Business customers

The withdrawal right is a consumer right. If you bought in the course of your business, it does not apply to you. Your rights to receive working files (Part 2) are unaffected.

Part 2 — If a file is faulty

This is separate from the 14-day right, and you keep it either way.

Czech law (§ 2389a and following of the Civil Code, implementing EU Directive 2019/770) gives you rights if the digital content you bought is defective — for example if it:

• is corrupt or will not open;
• is incomplete, or files listed on the product page are missing;
• is not what the product page described;
• does not have the functionality we said it has;
• does not work with the software or versions we said it works with;
• never became available to you at all.

How long you have

The defect must appear within two years of delivery. Tell us without undue delay after you notice it — as soon as you reasonably can.

What you are entitled to, in order

First — we fix it. We remove the defect so the product matches what was described: a corrected file, a working version, a fresh download. This is normally the fastest route and usually the end of it. We do this at our cost.

Then — a reasonable price reduction, if we do not fix it within a reasonable time, or fixing it would cause you significant inconvenience.

Or — you withdraw and get your money back, if we fail to fix it, if the defect comes back after we said it was fixed, or if the problem is a serious one. You can only be refused this if the defect is insignificant — and the law assumes a defect is not insignificant unless we can show otherwise.

Where the fault means you never got usable files at all, we refund you.

How to claim

Email support@digitalskylight.com with:

• your order number (it is in your confirmation email);
• which file is affected;
• what happens when you try to use it, and what software and version you are using.

We will tell you what we are doing about it and when.

Lost or expired download links

Your download link expires after 30 days and allows 10 downloads.

An expired link is not a lost purchase. Request a new one on Downloads help, or email support@digitalskylight.com from the address you ordered with. It is free, for 24 months after your purchase.

We set the re-issue window to match the two-year period during which you can raise a fault with the files, so that a link expiring can never leave you without something you paid for.

We deliberately do not describe our downloads as "lifetime access", because the links do expire. The re-send is how we make sure you keep what you paid for.

What we do not refund

We do not give refunds simply because you changed your mind after downloading, or because you bought the wrong product without checking the description, or because the files work correctly but you decided you do not want them. That is the consequence of asking for immediate delivery.

If you are unsure whether a product will do what you need, ask us before you buy. We would rather answer a question than deal with a disappointed purchase.

Model withdrawal form

Use this only where the withdrawal right is still available (see Part 1). Complete and email it to support@digitalskylight.com.

To:
[registered legal name — set BUSINESS_LEGAL_NAME — owner review needed]
Janáčkova 3392/17, 702 00 Moravská Ostrava a Přívoz, Czechia
support@digitalskylight.com

I hereby give notice that I withdraw from my contract for the supply of the following
digital content:

  Product(s): ...........................................................
  Order number: .........................................................
  Ordered on (date): ....................................................

  Consumer's name: ......................................................
  Consumer's address: ...................................................

  Signature (only if this form is sent on paper): .......................
  Date: .................................................................

Complaints

If we have not sorted something out to your satisfaction, you can take it to the Czech Trade Inspection Authority, which handles out-of-court consumer disputes:

Česká obchodní inspekce Ústřední inspektorát – oddělení ADR Gorazdova 1969/24, 120 00 Praha 2, Czechia adr@coi.gov.cz · https://adr.coi.cz/

It is free for you to use and does not stop you going to court instead.