Refund policy
Refund & Cancellation Policy
Last updated: 20 August 2026
At The Career Library, we want customers to understand clearly when refunds and cancellations are available.
This Refund & Cancellation Policy applies to purchases made through The Career Library, including:
- eBooks;
- Digital guides;
- CV templates and downloadable resources;
- CV writing services;
- Cover-letter writing services;
- CV and cover-letter packages; and
- Other digital products or personalised career-document services.
Nothing in this Policy limits or removes any statutory rights you may have under applicable UK consumer law.
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1. Digital Products
Digital products include eBooks, downloadable guides, templates, checklists and other electronically supplied content.
Because these products can normally be accessed or downloaded immediately after purchase, different cancellation rules apply compared with physical goods.
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2. Immediate Access to Digital Products
When purchasing digital content from The Career Library, you may be given immediate access to your purchase.
Where required, before immediate digital delivery begins, you will be asked to:
- Expressly consent to receiving the digital content immediately; and
- Acknowledge that once supply of the digital content begins, you will lose your statutory right to cancel during the normal 14-day cancellation period.
Once the digital product has been made available or its supply has begun following the required consent and acknowledgement, change-of-mind refunds will normally not be available.
This does not affect your statutory rights if the digital content is faulty or does not conform to the contract.
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3. Digital Products That Have Not Yet Been Supplied
If you purchase digital content but supply has not yet begun, you may have the right to cancel within the statutory cancellation period.
To request cancellation, contact us as soon as possible at:
careerlibrary@hotmail.com
Please include your:
- Full name;
- Order number; and
- Product purchased.
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4. Faulty or Incorrect Digital Products
If a digital product:
- Cannot reasonably be accessed because of a problem on our side;
- Is materially different from its advertised description;
- Is the incorrect product;
- Is corrupted or technically defective; or
- Otherwise fails to meet your statutory consumer rights,
please contact us.
Depending upon the circumstances and your legal rights, we may provide:
- A replacement download;
- Restored access;
- A corrected version;
- Another appropriate remedy; or
- A refund where required.
Digital content supplied to consumers must meet applicable statutory requirements, including requirements relating to satisfactory quality, fitness for purpose and matching its description. (Legislation.gov.uk)
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5. Duplicate Purchases
If you accidentally purchase the same digital product twice, please contact us promptly.
Where we can verify that the same customer has unintentionally been charged more than once for the same product, we may refund the duplicate transaction.
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CV & Cover-Letter Writing Services
6. Personalised Writing Services
Our CV and cover-letter writing services are personalised services created using information supplied by each individual customer.
This may include:
- Employment history;
- Qualifications;
- Education;
- Skills;
- Achievements;
- Career goals;
- Target positions;
- Target industries; and
- Other information supplied through our forms or communications.
Because work is individually prepared for each customer, cancellation arrangements depend upon whether work has started and how much of the service has already been performed.
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7. Your Right to Cancel
Where applicable, consumers purchasing services online generally have a 14-day cancellation period beginning when the contract is entered into.
However, you may ask us to begin providing your service during this cancellation period.
When placing an order, you may therefore be asked to expressly request that The Career Library begins work before the end of the 14-day cancellation period.
If you subsequently cancel after work has started, you may be required to pay for the proportion of the service already supplied, where permitted by law.
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8. Cancelling Before Work Has Started
If you cancel a CV or cover-letter writing service before we have started working on your order, we will normally provide a full refund where you are entitled to cancel.
Please contact us as soon as possible using:
careerlibrary@hotmail.com
and provide your order number.
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9. Cancelling After Work Has Started
If you have asked us to begin work during the statutory cancellation period and you cancel after work has begun, we reserve the right, where permitted by law, to deduct an amount reflecting the proportion of the service already provided.
For example, work may already have included:
- Reviewing your submitted information;
- Reviewing your existing CV;
- Career research;
- Role or industry research;
- Preparing document structure;
- Drafting content;
- Rewriting employment history;
- Preparing a personal profile;
- Tailoring keywords;
- Creating the document;
- Editing; or
- Quality checking.
Any deduction will be based on the work reasonably completed before your cancellation request was received.
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10. Cancellation After the Service Has Been Fully Completed
If:
- You expressly requested that we begin providing the service during the statutory cancellation period;
- The service has been fully performed; and
- You acknowledged that your cancellation right would be lost once the service was fully performed,
your statutory right to cancel may end once the service has been completed.
This does not affect your rights if the service has not been provided with reasonable care and skill or otherwise fails to comply with applicable consumer law.
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Refunds for CV & Cover-Letter Services
11. Change of Mind
Because CVs and cover letters are individually prepared using customer-specific information, we generally cannot provide a full refund simply because you:
- Change your mind after work has started;
- Decide you no longer require the document;
- Find another job;
- Decide not to apply for the intended position; or
- Decide you would prefer a different type of service.
Any statutory cancellation rights you have remain unaffected.
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12. If You Are Unhappy With Your Document
We want customers to be satisfied with the professional service they receive.
If you believe your CV or cover letter:
- Does not reasonably reflect the information you supplied;
- Contains an error introduced by us;
- Does not correspond with the service purchased; or
- Requires reasonable amendments,
please contact us;
Email: careerlibrary@hotmail.com
Where appropriate, we will normally try to resolve the issue through revisions or corrections.
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13. Unlimited Revisions
Where your purchased service includes unlimited revisions, you may request reasonable revisions relating to the original order.
This means we can make amendments to help ensure the document properly reflects:
- Your experience;
- Your skills;
- Your career goals;
- Your target role; and
- The information originally supplied to us.
Unlimited revisions do not mean unlimited completely new documents.
They do not normally cover:
- A completely different career direction;
- A completely different target industry introduced after completion;
- A new CV for another person;
- Several versions for unrelated jobs;
- Major new employment or qualification information that was not originally provided;
- Repeatedly reversing previously approved changes; or
- Work outside the scope of the product purchased.
Additional work may be quoted separately.
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14. Corrections of Our Errors
If we introduce a factual, spelling, grammatical or formatting error into your completed document, please tell us and we will correct it without additional charge.
Customers remain responsible for checking the factual accuracy of information they originally supplied.
For example, we are not responsible where a document contains an incorrect:
- Employment date;
- Job title;
- Qualification;
- Employer name;
- Address;
- Telephone number; or
- Other fact
where that incorrect information was originally supplied to us by the customer.
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15. No Refund Based Solely on Employment Outcome
Purchasing a CV or cover-letter service does not guarantee:
- An interview;
- Employment;
- A job offer;
- A particular salary;
- A promotion;
- An employer response;
- Successful Applicant Tracking System results; or
- Any particular recruitment outcome.
A refund will therefore not normally be due solely because a customer:
- Does not receive an interview;
- Is unsuccessful in an application;
- Does not receive a job offer; or
- Receives no response from an employer.
Recruitment decisions are made by independent employers and depend upon factors outside The Career Library’s control.
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Turnaround & Delays
16. Standard Turnaround
Unless stated otherwise on the relevant product page, our standard target turnaround for professional writing services is approximately:
2–3 business days
The turnaround period begins once we have received:
- Successful payment; and
- All information reasonably required to begin the service.
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17. Express Services
Where an Express Service is offered, the applicable product page will state the expected turnaround.
For example, an Express Service may have a target turnaround of approximately:
24 hours
Express turnaround begins once all information needed to begin work has been received.
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18. Customer-Caused Delays
Turnaround periods may be extended where we are waiting for:
- Missing information;
- Clarification;
- Additional documents;
- Responses to questions; or
- Other information required to complete your order.
A delay caused by the customer does not normally create an entitlement to a refund.
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19. Delays Caused by The Career Library
If we experience an unexpected delay, we will make reasonable efforts to complete your order as soon as possible.
If a delay becomes significant, please contact us.
Any refund or other remedy will depend upon the circumstances, the terms of the service purchased and your statutory rights.
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Customer Information
20. Failure to Provide Required Information
We require sufficient accurate information to prepare personalised documents.
If you do not provide information reasonably required to fulfil your order, we may be unable to complete the service.
We will normally make reasonable attempts to contact you where additional information is needed.
We are not responsible for delays caused by incomplete or inaccurate information supplied by customers.
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21. False or Misleading Information
The Career Library will not knowingly create documents containing fabricated qualifications, employment, professional memberships or other materially false information.
If fulfilling an order would require us to create fraudulent or knowingly misleading content, we may refuse to complete that part of the request.
Any refund entitlement will depend upon the circumstances and the amount of legitimate work already performed.
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Refund Processing
22. Requesting a Refund or Cancellation
To request a refund or cancellation, contact:
careerlibrary@hotmail.com
Please provide:
- Your full name;
- Your order number;
- The product or service purchased;
- The reason for your request; and
- Any relevant information or screenshots.
Providing this information helps us investigate the request quickly.
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23. Approved Refunds
Where a refund is due, we will process it without undue delay and in accordance with applicable consumer law.
Refunds will generally be issued to the original payment method used for the transaction unless another method is required or agreed.
Payment processors or banks may require additional time before the refunded amount appears in your account.
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24. Partial Refunds
Where a personalised service has already begun and a customer has validly requested that performance start during the statutory cancellation period, any refund may be reduced to reflect the proportion of work already carried out, where permitted by law.
This ensures that customers are not charged for services that have not been provided while allowing The Career Library to be paid for work already legitimately completed.
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Chargebacks
25. Payment Disputes and Chargebacks
If you believe there is a problem with an order, we encourage you to contact us first so that we can investigate and attempt to resolve the matter.
Submitting a chargeback does not remove either party’s legal rights or obligations.
Where a chargeback is raised, we may provide the payment provider with relevant records relating to the transaction, such as:
- Order details;
- Proof of digital delivery;
- Customer communications;
- Submitted service information;
- Evidence of work completed; and
- Relevant acceptance of checkout terms,
where reasonably necessary to respond to the dispute and in accordance with our Privacy Policy.
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Bundles
26. Digital Product Bundles
If a bundle contains multiple downloadable digital products and supply of those products has begun following the required consent and acknowledgement, the normal change-of-mind cancellation right for that digital content may no longer apply.
If one component of a bundle is faulty, your available remedy will depend upon the nature of the issue and your statutory rights.
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27. Bundles Containing Writing Services
Where a package contains both digital products and personalised writing services, the cancellation and refund rules applicable to each part of the package may differ.
Digital content will be treated under the provisions relating to digital products.
Personalised writing services will be treated under the provisions relating to services.
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Promotions
28. Discounted Products
Products purchased using:
- Discount codes;
- Launch offers;
- Promotional pricing;
- Bundle discounts; or
- Sale pricing
remain subject to the same statutory consumer protections as products purchased at full price.
A product being discounted does not remove your statutory rights.
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Statutory Rights
29. Your Consumer Rights
Nothing in this Refund & Cancellation Policy is intended to exclude, restrict or replace rights provided to you by applicable consumer law.
In particular, your rights may be governed by legislation including the:
Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Where any part of this Policy conflicts with a statutory right that cannot legally be excluded, your statutory rights will take priority.
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Changes to This Policy
30. Policy Updates
We may update this Refund & Cancellation Policy from time to time to reflect:
- Changes to our products;
- Changes to our services;
- Changes to our business operations; or
- Changes in applicable law.
The version applicable to an order will generally be the version in effect when the order was placed.
The latest version will always display its revision date at the top of this page.
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Contact Us
31. Refund & Cancellation Contact
If you have questions about a refund, cancellation or order, please contact:
Company name: The Career Library
Legal company name: Career Library Ltd
Company number: 17400897
Address:
Suite 134
5 Charter House
Lord Montgomery Way
PO1 2SN
Hampshire
Email: Careerlibrary@hotmail.com
Please include your order number whenever possible.
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Nothing in this Refund & Cancellation Policy affects your statutory rights as a consumer.