Kidzplora

Refunds & Digital Purchases Policy

Last updated: 22 October 2026
Version: 5.0
Effective date: 22 October 2026

This Policy explains when Kidzplora purchases are refundable, how digital delivery works and what happens if a purchased product is missing, defective or incorrectly supplied.

It forms part of our Terms of Use and Digital Purchase Conditions.

Digital Products and Refunds

Kidzplora offers digital products, including interactive online adventures and downloadable printable materials.

Customers are encouraged to review the product description, age edition and selected package before completing a purchase.

Because these products are delivered digitally, purchases are generally non-refundable once completed, except where a refund is required by applicable consumer protection laws or permitted under the applicable payment provider's terms.

This includes any mandatory rights relating to cancellation, withdrawal, defective products or products that are not delivered as described.

Nothing in this policy limits consumers' statutory rights.

Where the law permits, once you ask us at checkout to start delivery straight away and acknowledge the effect, your right to cancel the PDFs ends once delivery begins, and your right to cancel the online adventures ends once they have been fully provided.

1. Products Covered

1.1. This Policy applies to all Kidzplora digital purchases, including One Adventure Pack, Choose Any 3 Adventure Packs, Complete Collection and other digital products offered by Kidzplora.

1.2. Each Edition includes the digital content and access rights specified at purchase, ordinarily comprising a downloadable PDF and an interactive online adventure.

1.3. All current purchases are one-time transactions. No physical goods are supplied.

1.4. Customers must review their selected products, age levels, package contents and technical requirements before completing an order.

2. Immediate Digital Delivery and Cancellation Rights

2.1. Purchased Editions are normally made available through the customer's account following successful payment.

2.2. You will receive our order confirmation and a payment receipt from the payment provider.

2.3. In jurisdictions where express consent and acknowledgement are required to begin supplying digital content before the end of a statutory cancellation period, these will be requested before supply begins.

2.4. Where permitted by law, if you expressly ask us to start delivery straight away and acknowledge the effect, your right to cancel the PDFs ends once delivery begins and your right to cancel the online adventures ends once they have been fully provided, provided all applicable legal conditions have been satisfied.

2.5. Where legally required, the customer's consent and acknowledgement will be confirmed in the order confirmation.

2.6. The downloading or opening of a file does not independently remove a statutory cancellation right where the legal requirements for doing so have not been met.

2.7. Downloadable digital content and ongoing interactive digital services may be subject to different cancellation rules. Rights applicable to either component will be respected.

2.8. Where a statutory cancellation right remains available, customers may exercise it within the legally prescribed period, which is generally 14 days in relevant UK and EU online-purchase cases, subject to applicable rules and exceptions.

3. Non-Refundable Purchases

3.1. Except where a refund is required by applicable consumer protection laws or permitted under the applicable payment provider's terms, purchases are generally not refunded for:

a. Changing your mind after purchase.
b. Downloading or accessing an adventure and subsequently deciding you do not like it.
c. Dissatisfaction with the activity style, illustrations, characters or stories where the product conforms to its description.
d. A child's lack of interest, enjoyment or participation.
e. Not completing individual missions or the full adventure.
f. Not achieving an expected improvement in confidence, communication, behaviour, independence, creativity or any other skill.
g. Finding the activities too easy or difficult based on personal preferences where the product was accurately described.
h. Not using the purchased content.
i. Selecting the wrong age level, strength or Edition through customer error where the selections were correctly presented.
j. Finding another product or a subsequent lower price.
k. Changes in the customer's personal circumstances.

3.2. The fact that a customer has downloaded, printed, viewed or started an adventure does not create a discretionary refund entitlement.

3.3. A child's lack of progress, engagement or enjoyment does not, by itself, mean that an Edition is defective or not as described.

3.4. We do not offer an automatic seven-day refund window, money-back guarantee or satisfaction-based exchange policy.

3.5. Mandatory legal rights remain unaffected.

4. Missing, Faulty or Incorrect Content

4.1. Customers should contact support if:

a. A purchased Edition is not provided after confirmed payment.
b. A supplied PDF is defective or cannot be opened because of a fault attributable to the content or Service.
c. A material interactive feature fails to operate as contractually described.
d. Content is materially incomplete or different from its contractual description.
e. We supply the wrong Edition because of our error.
f. A technical or payment-processing error results in an incorrect or duplicate charge.

4.2. Where appropriate and legally permitted, we may first seek to resolve a problem by restoring access, correcting a fault, replacing a file or providing the correct Edition.

4.3. Any required correction or replacement will be provided without additional charge and within the timeframe required by applicable law.

4.4. Where correction or replacement is impossible, unsuccessful, unreasonably delayed or otherwise insufficient, customers may be entitled to a price reduction, cancellation, refund or another statutory remedy.

4.5. Where the law entitles a customer to an immediate remedy because of the seriousness of the problem, we will not require an attempted repair first.

4.6. We do not ordinarily provide discretionary refunds for issues caused solely by a customer's incompatible equipment, unsupported software, internet connection or misuse, where relevant limitations were properly disclosed and we have met our legal obligations.

4.7. Temporary maintenance or isolated interruptions do not automatically create a refund entitlement, but material or prolonged failures may give rise to statutory remedies.

5. Bundles, Duplicate Orders and Incorrect Selections

5.1. Choose Any 3 Adventure Packs and Complete Collection are sold as bundled purchases.

5.2. An Edition within a bundle is not separately refundable solely because it was not used or enjoyed.

5.3. Where a particular Edition is defective and the law requires a remedy, we may correct or replace that Edition or provide an appropriate partial refund or price reduction, as legally required.

5.4. Where a problem materially affects the entire bundle or otherwise gives rise to a legal right to cancel the whole order, the applicable full-order remedy will be available.

5.5. Accidental selection of an incorrect Edition or age level by the customer does not automatically entitle the customer to a refund or exchange.

5.6. Where Kidzplora supplies the wrong Edition because of our error, we will provide the correct content or another remedy required by law.

5.7. If our systems or the payment provider create an unauthorised duplicate charge, we will investigate and arrange a refund of the excess amount.

5.8. If a customer independently purchases the same Edition twice, the later order remains subject to the ordinary final-sale and statutory cancellation rules.

5.9. Price changes or promotions introduced after purchase do not create an entitlement to a retrospective discount.

6. Refund Requests

6.1. If you experience a problem accessing an adventure or downloading a printable book, please contact Kidzplora customer support so we can investigate and help resolve the issue. Contact support@kidzplora.com with:

a. Your account email address.
b. Your order number, if available.
c. The affected Edition or bundle.
d. A short description of the issue.
e. Relevant technical details where needed.

6.2. We aim to acknowledge enquiries within two working days.

6.3. We may request reasonable additional information to verify the purchase or investigate a reported problem.

6.4. Requests will be assessed in accordance with these Terms, this Policy and applicable consumer law.

6.5. We assess refund requests under this Policy. Approved or legally required refunds are processed without undue delay and within applicable statutory deadlines. We aim to arrange refunds within 14 days, or sooner where required by law.

6.6. Refunds go back to the original payment method, unless otherwise required or agreed.

6.7. We will not charge a prohibited refund-processing fee.

6.8. The time needed for a refund to appear may depend on the bank or payment provider.

6.9. A customer's statutory remedy will not be refused solely because they cannot provide unnecessary personal information about their child.

6.10. For purchases processed through Paddle, refunds are handled in accordance with Paddle's Refund Policy and applicable consumer protection laws.

7. Access Following a Refund

7.1. Where a purchase is refunded, access to the associated digital product may be withdrawn, subject to applicable law and the relevant purchase terms.

7.2. Customers must stop using or distributing refunded content where required by law.

7.3. A partial refund will not ordinarily affect access to unaffected purchased Editions unless required by the applicable remedy.

7.4. A refund does not automatically require closure of the customer's entire Kidzplora account.

7.5. Associated personal information and adventure bookmarks will be retained or deleted according to our Privacy Policy and applicable law.

8. Payment Disputes

8.1. Customers are encouraged to contact our support team about incorrect charges or purchase problems so that we can attempt to resolve them directly.

8.2. Contacting Kidzplora first is not a mandatory condition for exercising rights through a bank, card issuer, payment provider or court.

8.3. Payment disputes and chargebacks are handled by the payment provider. We may provide it with relevant lawful evidence of the transaction, order confirmation, access records and checkout consent.

8.4. Where a payment is validly reversed, we may revoke the corresponding content access, subject to applicable law.

8.5. Nothing in this section restricts legitimate chargeback or statutory consumer rights.

9. International Consumer Rights

9.1. Kidzplora operates from the United Arab Emirates and may sell to customers internationally.

9.2. Applicable cancellation and digital-content rights may vary between countries.

9.3. Mandatory laws protecting customers, including applicable UK, EU, UAE and other consumer protection requirements, will continue to apply.

9.4. Where a provision of this Policy conflicts with a mandatory consumer right, that right will prevail to the extent of the conflict.

9.5. Our general policy that digital purchases are non-refundable does not remove refunds or other remedies that are legally required.

10. Changes and Contact

10.1. We may amend this Policy to reflect legal, payment or operational changes.

10.2. Updates will be published with an effective date and will not retrospectively remove rights attached to completed purchases without a lawful basis.

10.3. Refunds and digital-purchase enquiries may be directed to:

Legal company name: SYOS by SS FZC
Trading name: Kidzplora
Registered address: Business Centre, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates
Support email: support@kidzplora.com
Website: https://kidzplora.com

This Policy must be read alongside our Terms of Use and Digital Purchase Conditions and Privacy Policy.