Return policy for TenMove products

Digital goods and cooling off rights

When you purchase TenMove Spark PDF packs, Align multi-week tracks, or Circle live alignment passes, you gain immediate access to download links or live calendars, which qualifies as instant performance of a digital service.

If you consent to instant delivery during checkout, statutory cooling-off rights may end once the first file unlocks or the first live session begins, provided that consent was captured through a clear tick box referencing this return policy.

If you did not consent to instant delivery, you retain fourteen days to cancel starting the day after purchase, unless you begin consuming the content, which again ends the cooling period under applicable law.

Faulty or misdescribed TenMove products

If files are corrupted, chapters are missing, audio is silent, or live passes never appear in your calendar, TenMove will repair access at no charge or issue a full refund when repair is impossible within seventy-two hours of your report.

Misdescription claims require a short explanation plus screenshots so coaches can verify discrepancies between marketing copy and delivered assets.

Voluntary goodwill refunds

Even when law permits final sales, TenMove may offer partial credits if technical failures on TenMove-controlled systems block access for more than forty-eight consecutive hours during your paid window.

Goodwill decisions are discretionary, documented internally, and never establish precedent binding future cases.

Chargebacks and payment disputes

Please contact TenMove before initiating chargebacks so support can release duplicate keys or reissue invoices; unwarranted chargebacks may lead to account closure to prevent fraud loops.

Studio or corporate licences

Custom agreements may define separate return windows, onboarding milestones, and training credits; those contracts override this general policy where they explicitly say so in writing signed by both parties.

How to submit a return request

Email the contact desk with Return Request in the subject, include your order number, product name, and whether you already downloaded files or attended a live call.

TenMove acknowledges requests within one business day and issues approved refunds to the original payment method whenever banking rules allow.

Partial use of multi-week tracks

If you consumed more than thirty percent of Align track chapters, TenMove may propose a partial refund or credit toward another bundle instead of a full reversal, balancing statutory rights with measurable consumption.

Live pass cancellations

Circle passes may refund unused months if you cancel at least forty-eight hours before the next live call; later cancellations forfeit that month but keep access to replays already published.

Currency and exchange rate movements

Refunds use the charged currency amount; foreign exchange differences between purchase and refund dates remain with your card issuer.

Gift purchases

Gift buyers may request transfers to another email once per order if the recipient never activated the link; after activation, the recipient must submit any return request directly.

Record keeping

TenMove archives return correspondence for twenty-four months to coordinate with accounting audits and fraud pattern detection.

Escalation

Unresolved disputes may be escalated to alternative dispute resolution bodies suggested by United Kingdom consumer helplines, and TenMove will cooperate in good faith with any mediator fees split as those procedures require.

Policy updates

TenMove may adjust this return policy to reflect new regulations or product formats; continuing to purchase after the effective date constitutes acceptance unless you immediately cancel pending orders.