Refund & 30-Day Defect Guarantee Policy
Last updated: October 2026 • Policy: 30-Day Formula & Calculation Defect Guarantee with Digital Goods Terms
We stand 100% behind the mathematical precision and formula integrity of our systems. If any purchased workbook exhibits a calculation bug, broken formula, or computational defect on supported versions of Microsoft Excel that our engineering team cannot resolve within 48 hours of reporting, you will receive an immediate 100% refund.
Due to the non-returnable nature of immediately delivered DRM-free Microsoft Excel (.xlsx) files, sales are otherwise final once unlocked files are delivered free of technical defects.
1. Try Before You Buy: Total Transparency
We believe in complete customer confidence prior to checkout. To ensure you know exactly what you are purchasing, we provide:
- Free Lite Editions: Every system in our catalog offers a Free Lite .xlsx version with working formula engines and sample rows that you can download and inspect in Microsoft Excel before buying.
- Interactive Web Previews: Live tabular browser demonstrations showing exact tab architecture, column headers, and KPI cards.
- Full Formula & Compatibility Matrices: Complete documentation of every formula utilized (INDEX/MATCH, SUMIFS, XLOOKUP, LET) and verified supported software versions: Microsoft Excel 2021, Microsoft 365 (Windows & Mac), and Excel for Web. (Note: Excel 2019 and older legacy releases do not support modern dynamic arrays and are not supported).
2. Verified Exceptions Eligible for Refund or Replacement
We stand behind the engineering precision of our spreadsheets. We will immediately review and approve full refunds or replacements in the following circumstances:
If a downloaded file is damaged, corrupted, or exhibits a verified computational formula bug on a supported version of Microsoft Excel, our engineering team will deliver a patched replacement file within 24–48 hours. If the defect cannot be resolved to your operational satisfaction, a 100% full refund will be granted.
If you accidentally purchase the exact same template or suite twice under the same email account within 48 hours, our support team will promptly reverse the redundant charge in full through Polar.
3. Custom Excel Engineering Services
For custom builds and cloud modernization orders initiated via Custom Services:
- Free Demo First: We do not ask for payment upfront before reviewing your spreadsheet requirements and presenting an operational demo.
- Scope Sign-off: Once you review and approve the demo and confirm the milestone price, work commences.
- 14-Day Revision Period: Following delivery of the custom workbook or web app deployment, you receive 14 days of complimentary formula adjustments, bug fixes, and data refinement.
- Custom services that have been fully delivered, deployed, and accepted according to the mutually approved project brief are non-refundable.
4. Merchant of Record (Polar.sh) Processing
All refunds are issued through Polar.sh back to the original method of payment (credit card, Apple Pay, Google Pay). Refund processing times typically range between 3 to 10 business days depending on your issuing bank or card provider.
5. How to Submit a Refund or Support Request
To report an issue or request an exception review:
- Log in to your account and navigate to My Vault & Support.
- Click "Open New Ticket" and select your affected order.
- Paste a screenshot of the issue (using
Ctrl + V) and describe the formula or file error.
Our engineering team responds to priority tickets within 24 hours. You can also reach us directly via email at support@datasheetly.com.