Refund and Product Remedy Policy

This policy describes remedies for downloadable digital Products sold primarily for business and organizational use. Lvl Haus approved this version for use without external legal review. Nothing in this policy limits a right or remedy that applicable law does not permit Lvl Haus to limit.

Digital purchases are ordinarily final once the applicable delivery event occurs, subject to the qualifying problems and remedies described here and rights that applicable law does not permit Lvl Haus to limit. This policy addresses genuine delivery, access, file, description, transaction, security, and Product-quality problems. It is not a satisfaction or money-back guarantee and does not determine liability or damages.

1. Definitions

Customer means the legal business or organization identified as the licensed entity in the applicable Offer Schedule and order. The purchaser or support contact may be an individual acting for the Customer but is not necessarily the Customer.

Corrected Version means a Product Version issued to remediate a material issue in a purchased Product Version. It is distinct from a routine Update.

Material Defect means a problem existing in the applicable Product Version when delivered that materially contradicts an express material representation preserved with the transaction or materially impairs the Product’s represented function or substantive operational content. A Product may function technically while containing a material content error. This definition has not been reviewed by external counsel.

Offer Schedule means the product-specific transaction record identifying the Product, Product Version, included files, licensed Customer, price, delivery, support, contractual versions, and product-specific conditions. Together with preserved transaction evidence, it must establish the material Product description, functionality, compatibility, included files, and other express representations applicable at purchase; a later-editable website page is not sufficient by itself.

Product means the specific Lvl Haus digital product identified in the applicable Offer Schedule, including its included Source Files and instructions.

Product Version means the specific edition, release, or other version identifier identified in the Offer Schedule and order evidence.

Refund means an approved return of all or part of the amount actually paid for a Product, order component, bundle, or transaction, with appropriate treatment of tax, discounts, promotions, and transaction structure. Processing remains subject to the applicable payment provider, tax treatment, and transaction record.

Withdrawn Product means a Product Version Lvl Haus determines should no longer be distributed or used because of a material issue, under the approved Product correction and withdrawal procedure.

Capitalized terms not defined here have the meanings assigned in the applicable Business Customer License and Terms of Sale. These definitions align the documents and do not create a separate license or remedy system.

2. Qualifying problem categories

Lvl Haus will evaluate a request according to the reported issue and preserved evidence for the applicable transaction. Eligibility is not based on general dissatisfaction.

Delivery or Access Problem

The Customer did not receive the Product or cannot access files that should have been delivered under the applicable Offer Schedule and confirmed order.

File or Fulfillment Problem

A file is missing, incomplete, corrupted, damaged, unusable, incorrectly locked, or inconsistent with the included-file manifest, or the wrong Product or Product Version was delivered.

Material Product Defect

A problem existing in the applicable Product Version when delivered materially contradicts an express material representation preserved with the transaction or materially impairs represented functionality or substantive operational content. Eligibility depends on the facts, this policy, and applicable law.

Material Description Error

The Product delivered is materially different from what the Customer reasonably purchased based on the Offer Schedule and preserved description or express representations applicable to that transaction.

Duplicate Order or Duplicate Charge

A duplicate order is a duplicative purchase initiated more than once. A duplicate payment-processing charge is an erroneous additional charge connected with one intended transaction. A confirmed duplicate processor charge does not affect an otherwise valid license. Refund of a duplicate order ends only the duplicate transaction and license, not any remaining valid license.

Product Security Issue

A delivered Product may contain malware, unsafe macros, compromised links, malicious content, a material vulnerability, or another security problem. Suspected security issues require immediate restricted escalation and may trigger distribution suspension, affected-Version review, correction, withdrawal, and Customer remediation. They are not handled as ordinary support tickets.

3. Remedy approach

Lvl Haus may reasonably investigate and attempt to cure a qualifying problem. Depending on the issue, the usual sequence is:

1. restore delivery or access;
2. resend or replace missing, incomplete, damaged, corrupted, locked, or incorrectly delivered files;
3. provide a Corrected Version where appropriate;
4. provide another authorized remedy appropriate to the purchased Product; or
5. issue a partial or full Refund when preceding remedies do not reasonably resolve the qualifying problem or another remedy is appropriate.

Lvl Haus will not unilaterally substitute an unrelated Product as an equivalent remedy. Lvl Haus will obtain Customer agreement before substituting a different Product as the remedy. The sequence is not absolute and does not override a mandatory right or create an unrestricted right to cure.

4. Full, partial, Product-level, and order-level Refunds

Operational records must distinguish a full Product Refund, partial Product Refund, full refund of one Product within a multi-Product order, and partial order or bundle Refund. These are not interchangeable transaction states.

A full Product Refund may be appropriate when an eligible problem affects that Product as a whole and an authorized remedy does not reasonably resolve it, or when otherwise required or approved. A partial Product or order Refund may be considered when only a separately identifiable portion is materially affected, another portion remains usable and consistent with the Offer Schedule, or the Customer agrees to proportionate treatment.

Calculations must use the amount actually paid and approved allocation rules for taxes, discounts, promotions, bundles, fees, currencies, and transaction structure. A partial Refund may not avoid a full remedy otherwise required. Remaining access and license rights must be documented.

Refund calculations and processing remain subject to the preserved transaction record, applicable taxes, payment-provider capabilities, and any rights that applicable law does not permit Lvl Haus to limit. This provision has not been reviewed by external counsel.

5. Corrections, supersession, and withdrawal

A routine Update, Correction, Superseded Product, Withdrawn Product, and qualifying Customer remedy are distinct. A later Product Version does not itself establish that an earlier version was defective. Creating a Corrected Version does not itself determine an individual Customer’s remedy. Withdrawal does not automatically produce the same remedy in every case.

If Lvl Haus identifies a problem or determines that continued use may create material risk, it may initiate Product review and remediation without waiting for a Customer complaint. Depending on the approved procedure, transaction, severity, and applicable law, treatment may include instructions limiting or discontinuing use, correction, replacement, partial Refund, full Refund, or another authorized remedy.

Detailed severity, distribution-hold, affected-Customer identification, and notification rules belong in the internal Product Correction, Supersession, and Withdrawal Procedure. Lvl Haus does not promise universal notice for every routine Update or supersession.

6. Requests that ordinarily do not create Refund eligibility

Refund eligibility does not ordinarily arise solely because the Customer changes its mind; no longer needs the Product; later finds an accurately described Product unsuitable; fails to review clearly presented requirements or terms; expects services or features not included in the Offer Schedule; uses or modifies the Product outside documented purposes; experiences incompatibility not inconsistent with an express representation; encounters a later legal, regulatory, technological, industry, business, or Customer-circumstance change; or discovers a later Product Version.

These circumstances do not eliminate a remedy for a qualifying problem that independently existed at delivery or contradicted an express functionality or compatibility representation applicable to the transaction.

7. Customer-caused, third-party, and external-resource issues

A Product that was functional and accurate when delivered does not automatically become defective because of Customer modifications, unsupported software, file conversion, deletion or corruption after download, unauthorized alteration, misuse, use outside documented requirements, or later unavailability or change of a third-party resource.

Compatibility and external-resource commitments are only those expressly preserved for the transaction, including any stated software, file-format, operating-system, link, formula, macro, or automation requirements. Lvl Haus does not implicitly guarantee perpetual availability of third-party websites or resources. This section does not excuse an independently existing qualifying problem or a broken or incorrect feature that contradicts an applicable express representation.

8. Later legal, regulatory, and Product changes

A later change in law, regulation, agency guidance, judicial interpretation, technology, industry or business practice, or the Customer’s circumstances does not by itself mean the purchased Product Version was defective when delivered. A later Update or Product Version also does not by itself create Refund eligibility. This rule does not excuse a material error existing when the Product was sold.

9. Reporting and administrative target

Customers should report ordinary delivery, access, and file problems promptly so Lvl Haus can preserve records and attempt a timely cure. When practicable, a Customer should submit a request within 14 calendar days after purchase or discovery of the reported problem.

The 14-day period is an administrative target, not a contractual statute of limitations. It does not bar latent defects that could not reasonably have been discovered within that period or rights that applicable law does not permit Lvl Haus to limit.

10. Request information and sensitive information

Lvl Haus may reasonably request the order number; licensed Customer/legal organization; purchaser or contact name; purchaser email; Product and Product Version; purchase date; issue description; relevant error message; non-sensitive screenshot; relevant file, application, operating-system, or software version; and other non-sensitive technical information reasonably necessary to investigate.

Customers should not send unnecessary sensitive or regulated information through ordinary support channels, including credentials, financial-account information, government identifiers, health information, employee or applicant records, benefits elections, or other sensitive information. The examples are not exhaustive. Lvl Haus will not require such information to establish an ordinary Product issue. Unexpected sensitive information must be handled under the approved restricted internal procedure and Privacy Policy.

11. Response targets and investigation

Requests should be sent to hello@lvlhaus.com. Lvl Haus aims to acknowledge a request within two business days. Acknowledgement is not an eligibility determination, remedy decision, resolution deadline, or service-level agreement.

Investigation time depends on the issue, evidence, Product complexity, and required Product, payment, privacy, security, professional, or legal review. Lvl Haus may request additional non-sensitive information reasonably necessary to investigate.

12. Refund method and processing

An approved Refund would ordinarily be returned through the original payment method, subject to processor capability and applicable law. If that method is unavailable, a Refund fails, the processor cannot complete it, or the transaction used invoice, ACH, or another method, Lvl Haus will follow an approved procedure; this draft promises no specific alternative method.

Detailed treatment of taxes, discounts, promotions, processor fees, multi-Product orders, bundles, multicurrency, tax exemptions, third-party payers, failed Refunds, and marketplace transactions remains in internal finance and commerce procedures rather than this customer-facing policy.

13. Effect of a Refund on access and license rights

The effect of a Refund depends on the transaction and reason:

• a refunded duplicate processor charge leaves the valid license unaffected;
• a refunded duplicate order ends only the duplicate transaction and license;
• an ordinary full Product Refund may revoke access and terminate the refunded Product license;
• a partial Refund must document remaining Product components, access, and license rights; and
• a Product withdrawal follows the applicable correction and withdrawal procedure and the written remedy communicated for the affected Product Version.

Where a refunded license terminates, Lvl Haus may require discontinuation and deletion of Source Files and unused copies, subject to legitimate legal, professional, insurance, audit, or record-retention requirements. Historical Completed Work Product may be retained as a business record. Active Completed Work Product may remain in internal use after an ordinary refund unless the written remedy or withdrawal notice instructs the Customer to discontinue or replace it because of an identified material issue. Nothing here authorizes continued reliance on affected work product after a material-risk withdrawal.

14. Chargebacks, unauthorized transactions, fraud, and abuse

Nothing here penalizes a Customer for exercising lawful payment-dispute rights. Lvl Haus may investigate, provide transaction and acceptance evidence to a provider, pause duplicate Refund processing while the same transaction is actively disputed where lawful, prevent double recovery, and preserve relevant evidence.

Unauthorized payment claims must be routed through the approved payment and fraud process rather than treated solely as Product-remedy requests. Suspected fraud, materially false submissions, license abuse, or redistribution followed by a Refund request may be investigated. Repeated requests alone do not establish abuse; legitimate repeated Product issues must remain distinguishable. No punitive chargeback fee or broad waiver is created.

15. Free, promotional, bundled, and marketplace Products

A $0 Product, complimentary license, or 100%-discount transaction may still require access restoration, correction, replacement, withdrawal notice, or another Product remedy even though there is no amount to Refund. Bundle and discounted multi-Product remedies depend on the approved allocation and license rules.

For Products sold through a third-party marketplace or commerce channel, platform-required refund, payment, dispute, Customer-rights, and contractual procedures may apply. This policy does not override mandatory marketplace processes or applicable law.

16. Discretionary goodwill accommodations

Lvl Haus may choose to offer a discretionary goodwill accommodation when a request does not qualify as a Policy Remedy. A goodwill accommodation is recorded separately and does not by itself change the Product classification or create an entitlement to the same accommodation in another matter.

17. Relationship to transaction documents

This policy operates with the applicable Offer Schedule, Business Customer License and Terms of Sale, product-specific terms, preserved Product description and transaction representations, checkout acceptance, order confirmation, delivery evidence, Website Terms, Privacy Policy or disclosure, and mandatory law. Applicable versions must be retained with the order.

The Privacy Policy operates as a separate privacy notice. If product-specific conditions expressly conflict with this general policy, the product-specific condition applies only to that Product and only to the extent of the conflict; mandatory law controls where applicable. This document relationship has not been reviewed by external counsel.

18. Policy boundary: purchase remedy, not liability

This policy addresses what happens to the purchase when a Product or transaction has a qualifying problem. It does not decide consequential damages, lost profits, professional fees, lost data, business losses, indemnification, or other claimed damages. Those matters are outside this policy and remain subject to the Business Customer License and applicable law.

19. No satisfaction or outcome guarantee

This policy does not create a satisfaction guarantee, money-back guarantee, guaranteed legal or compliance outcome, guarantee of suitability, guarantee of future accuracy, guarantee of compatibility beyond an express representation, or automatic entitlement to a future Product Version.

20. External legal review status

This policy has not been reviewed by external counsel. In particular, Lvl Haus has not obtained external legal advice on the Material Defect standard; cure and substitute remedies; full and partial Refund rights; reporting periods; delivery triggers; correction and withdrawal duties; license consequences; statutory warranties; UCC or digital-product treatment; mandatory remedies and cancellation rights; limitation periods; B2B or consumer-law exposure; marketplace rules; chargeback treatment; governing law; or nonwaivable rights.

Lvl Haus approved this version for use on October 15, 2026 without external legal review. Any later change must receive a new version identifier and effective date. The version presented at checkout must be retained with the applicable order and acceptance evidence.