Refund policy

LAST UPDATED: September 24, 2026

This Return and Refund Policy explains when and how you can request a refund for products purchased from DigitaFlow at https://digitaflow.store. DigitaFlow is operated by Ayoub Outgouga, a sole proprietor based at 953 Rue Principale, Beresford, NB E8K 1P3, Canada. In this policy, "DigitaFlow", "we", "us" and "our" refer to this business, and "you" refers to the customer.

This policy should be read together with our Terms of Sale, our Terms of Service and our Digital Delivery Policy.

1. Our Products Are Digital

Every DigitaFlow product is a digital product: spreadsheet templates for Google Sheets and Microsoft Excel, in English and French, sold individually or in bundles. Your files are delivered electronically, immediately after purchase, by download link. Because a digital file cannot be "given back" once it has been downloaded, there is nothing to send back to us. Instead, this policy explains the situations in which we will refund your payment.

We want every customer to be happy with their purchase. If something is not working as expected, please contact us first. Most issues, such as a missing file, a broken formula or trouble opening a template, can be solved quickly.

2. When We Will Issue a Refund

2.1 Faulty or Inaccessible Files

If a file you purchased is corrupted, will not open in a compatible version of Google Sheets or Microsoft Excel, or contains an error that prevents it from working as described, we will first try to fix the problem or send you a corrected file. If we cannot resolve the issue within a reasonable time, we will issue a full refund for the affected product.

2.2 Product Not as Described

If the product you received is materially different from its description on our store, for example a template or language version listed in the "What's included" section is missing, we will either send you the missing content or refund your purchase.

2.3 Duplicate Purchases

If you accidentally purchased the same product twice, we will refund the duplicate order in full.

2.4 Delivery Problems

If you did not receive access to your files and we are unable to deliver them to you after you contact us, we will refund your purchase in full.

3. When Refunds Are Not Available

Subject to your statutory rights described in Sections 4 and 5, we do not offer refunds in the following situations once the files have been delivered or downloaded:

  • You changed your mind after downloading the files.
  • You purchased a product by mistake after reading its description, other than a duplicate purchase.
  • The files work as described but do not suit your personal preferences.
  • You are using software that is not listed as compatible on the product page.
  • You bought a smaller bundle and later decided you would prefer a larger one.

Nothing in this section limits any right you have under the consumer protection laws that apply to you.

4. Right of Withdrawal for Customers in the European Union and EEA

4.1 Your 14-Day Right of Withdrawal

If you are a consumer living in the European Union or the European Economic Area, including the Netherlands, you normally have the right to withdraw from a contract for digital content within 14 days of the day the contract is concluded, without giving any reason.

4.2 Loss of the Right of Withdrawal at Checkout

Because our products are delivered immediately, you will be asked at checkout to:

  • give your express consent to the immediate supply of the digital content before the end of the 14-day withdrawal period; and
  • acknowledge that, by giving this consent, you lose your right of withdrawal once delivery begins.

After your purchase, we will send you an order confirmation by email that records your consent and acknowledgment. If you gave this consent and your download was made available to you, your right of withdrawal no longer applies. Your rights described in Section 2, and your legal rights if the digital content is faulty or not as described, still apply in full.

4.3 If You Did Not Give Consent

If you did not give the consent described above, you may withdraw from your purchase within 14 days of the date of your order. To do so, inform us of your decision by a clear statement sent by email to laouissardiv@outlook.fr, or by post to 953 Rue Principale, Beresford, NB E8K 1P3, Canada. You may use the model withdrawal form below, but this is not required. To meet the deadline, it is enough to send your notice before the 14-day period ends.

If you withdraw, we will refund all payments received from you without undue delay and no later than 14 days from the day we receive your notice. We will use the same payment method you used for the original purchase unless you expressly agree otherwise, and you will not be charged any fees for the refund. After withdrawal, you must stop using the files and delete all copies.

4.4 Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract:

To: DigitaFlow, Ayoub Outgouga, 953 Rue Principale, Beresford, NB E8K 1P3, Canada. Email: laouissardiv@outlook.fr
I hereby give notice that I withdraw from my contract for the supply of the following digital content: ____________
Ordered on: ____________
Order number: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature of consumer (only if this form is sent on paper): ____________
Date: ____________

5. Customers in Canada and the United States

If you are a customer in Canada or the United States, you benefit from this policy and from any rights you have under the consumer protection laws of your province, territory or state. Nothing in this policy excludes or limits any right or remedy that cannot be excluded or limited under the law that applies to you.

6. How to Request a Refund

To request a refund, email us at laouissardiv@outlook.fr within 14 days of your purchase and include:

  • your order number;
  • the email address used for the order;
  • the product concerned; and
  • a short description of the problem, with screenshots if possible.

You can also call us at +1 506-543-4585. We will review your request and reply by email to let you know whether your refund has been approved, or to help you fix the problem.

7. How Refunds Are Processed

Approved refunds are issued to your original payment method within 14 days of approval. Depending on your bank or card provider, it may take a few additional business days for the refund to appear on your statement. Once a refund is issued, your license to use the refunded product ends, and you must delete all copies of the files.

If you have a concern about a charge, please contact us before opening a dispute with your bank or card provider. This is usually the fastest way to get your issue resolved.

8. Changes to This Policy

We may update this policy from time to time. The version that applies to your purchase is the one published on our store at the time of your order. The date at the top of this page shows when this policy was last updated.

9. Contact Us

DigitaFlow
Ayoub Outgouga, Sole Proprietor
953 Rue Principale, Beresford, NB E8K 1P3, Canada
Email: laouissardiv@outlook.fr
Phone: +1 506-543-4585
Website: https://digitaflow.store

Related policies: Privacy Policy | Terms of Service | Terms of Sale | Digital Delivery Policy | Legal Notice

LEGAL REVIEW NOTICE

This document is a template prepared from the information you provided and does not constitute legal advice. Before publishing it, have it reviewed by a qualified legal professional familiar with the consumer protection and data protection laws of New Brunswick and Canada, the United States, and the European Union, including the Netherlands, to confirm it is accurate, complete and compliant for your business.

Clauses that most need review: Section 4.2 (loss of the EU right of withdrawal). This only protects you if your checkout actually collects the customer's express consent and acknowledgment before purchase, and if your order confirmation email records them. Shopify does not add this checkbox by default, so confirm how it will be implemented on your store. Also review Section 3 (refund exclusions) and the 14-day request window in Section 6 against the consumer laws of each market you sell to.