This policy explains when a Buildsheet Pro order is refunded, how to report a problem and how refunds are processed. It forms part of our Terms of Service and does not limit your statutory rights.
Buildsheet Pro is a trading name of Ascend Brands Ltd. Paddle is the Merchant of Record and authorised reseller for purchases made through our checkout. This policy covers the Factory Specification PDF and, where offered, the Service History PDF add-on.
If payment succeeds but we cannot produce the Factory Specification PDF, we will initiate a full refund automatically. If the Factory Specification PDF is delivered but a purchased Service History PDF cannot be produced, we will initiate a refund of the Service History add-on price while the factory report remains supplied.
Reports are personalised digital content. If a delivered report is defective, unreadable, incomplete because of a processing fault, or materially different from what you ordered, contact us promptly with your order reference and a description of the problem. We will investigate and, where appropriate, correct or replace the report or ask Paddle to refund the affected product. A vehicle record that accurately reproduces the source data available at the time is not defective solely because the source record contains an omission or manufacturer error.
Email support@buildsheetpro.co.uk or use our contact page. Include the email used at checkout, your order reference and enough detail for us to investigate. Because Paddle is the Merchant of Record, you can also request buyer support at paddle.net.
Approved refunds are processed by Paddle to the original payment method. The time taken for funds to appear depends on the payment method, bank and Paddle’s processing times. Paddle’s buyer-level rules also apply; see Paddle’s Refund Policy.
Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded, including your consumer rights where digital content is faulty or not as described. Any cancellation or immediate-supply acknowledgement required for digital content is presented by Paddle during checkout.