Refund Policy

1. Digital Products Covered

This policy applies to downloadable digital eBooks and other digital publications offered through the BSB Digital Library.

eBooks are digital products and may be delivered immediately after successful payment. Accordingly, change-of-mind refunds generally are not available after successful digital delivery or access, subject to the exceptions and rights described in this policy and applicable law.

2. Before You Purchase

Customers should review the displayed title, description, format, pricing and other available product information before completing an eBook purchase.

Where a preview, sample or product description is provided, customers are encouraged to review it before purchasing.

3. When a Refund May Be Considered

A refund may be considered where, for example:

• The same purchase was successfully charged more than once.
• A payment was completed but the purchased digital product was not successfully delivered.
• A confirmed technical problem prevents reasonable access to the purchased eBook and cannot be resolved within a reasonable time.
• A transaction is identified as unauthorised or fraudulent and is appropriately verified.
• A refund is otherwise required by applicable law.

4. Digital Download and Access Issues

If you have paid for an eBook but cannot access or download it, please contact BSB before making repeated payment attempts.

We may verify the transaction and attempt to restore access, provide a new authorised download link or otherwise resolve the technical problem before processing a refund.

5. Digital Products — Change-of-Mind Refunds

Because BSB eBooks are digital products that may be delivered immediately after successful payment, a refund generally will not be provided solely because a customer has changed their mind, purchased the wrong eBook, or no longer wishes to use the product after successful digital delivery or access.

This position does not affect any refund, replacement, remedy or other consumer right that may apply where the digital product is defective, deficient, materially different from its advertised or agreed description, cannot reasonably be accessed or delivered, was charged more than once, was unauthorised, or where a refund is otherwise required under applicable law.

6. Duplicate or Multiple Payments

If the same transaction appears to have been charged more than once, please contact BSB with the relevant transaction details.

After verification, an eligible duplicate payment may be refunded to the original payment method where practical.

7. Failed or Unsuccessful Transactions

A payment that appears unsuccessful may still show as a temporary debit or pending transaction with a bank or payment provider.

Customers should first allow the payment provider's normal processing or reversal process to complete before making another payment, unless BSB confirms otherwise.

8. Refunds for Support Payments

Voluntary support payments are separate from eBook purchases. A refund for a support payment may be considered where there is a duplicate payment, an identified payment error, an unauthorised transaction or another circumstance where a refund is appropriate or required by applicable law.

9. Refund Request Information

To help us investigate a request, please provide enough information to identify the transaction.

• Name used for the transaction, where applicable.
• Email address used during the transaction, where applicable.
• Order or transaction reference.
• eBook title purchased, where applicable.
• Date and amount of the transaction.
• A brief description of the issue.

Do not send your UPI PIN, card PIN, password or OTP when requesting assistance.

10. How to Request a Refund

Refund requests should be submitted through our dedicated Contact Us page.

We may request reasonable transaction information to verify the request before taking action.

11. Review and Verification

Refund requests may be reviewed individually based on the transaction record, payment status, delivery or download status, technical circumstances and applicable requirements.

BSB may request additional information where reasonably necessary to verify the transaction or prevent fraudulent refund claims.

12. Refund Processing

Where a refund is approved, BSB will generally initiate or arrange the refund through the relevant payment-processing channel.

The time required for the refunded amount to appear may depend on the payment provider, bank, card issuer or other financial institution involved in the original transaction.

13. Digital Access After Refund

Where a refund is approved for a digital eBook purchase, BSB may disable or revoke access to the refunded digital product where technically applicable.

A refunded purchase should not be treated as a continuing licence to retain, distribute or commercially use the refunded content.

14. Fraud, Misuse and Abuse

BSB may investigate unusual transaction or refund activity and may take reasonable steps to prevent fraud, abuse, unauthorised access or repeated misuse of refund procedures.

Nothing in this section is intended to prevent a customer from exercising lawful consumer or other legal rights.

15. Changes to This Refund Policy

BSB may update this Refund Policy from time to time to reflect changes in products, payment systems, operational practices or applicable legal requirements.

The updated version will be published on this page with a revised effective date where appropriate.