Refund & Cancellation

Monthly and yearly plans begin with a 7-day free trial (classroom seats have no trial; they’re charged when you buy). If you cancel before the trial ends, you are not charged. If you don’t cancel, your card is charged automatically when the trial ends and your plan renews until you cancel. You can cancel from your dashboard with “Cancel subscription”.

You can cancel any time from your dashboard with “Cancel subscription” (“Manage billing” is for updating your card). Cancelling stops future renewals and takes effect at the end of your current paid period, and you keep access until then.

Your payments are taken by Stripe’s Link, which is the merchant of record for the payment (you’ll see “Sold through Link” at checkout). So you can also cancel from your Link account at link.com, where your orders and payment details are kept, and Link support can cancel for you. Either route stops future renewals; to be sure you keep access until the end of the period you’ve already paid for, cancel from your dashboard. If a cancellation elsewhere ends your access early, email us and we’ll put it right. You buy the service from us, and everything in this policy still applies.

Except in Québec (see below), if you simply change your mind part-way through a paid period, we don’t refund the unused part of it. That doesn’t limit your rights under consumer law:

• Australia: if there’s a major failure with the service, you can cancel and get a refund for the unused part of your paid period, or compensation for its reduced value instead. You can also cancel and get that refund if we don’t fix a minor failure within a reasonable time.
• UK and EU/EEA: consumers can cancel within 14 days of starting their subscription for a full refund. We extend this to 14 days after their first payment, if that’s later.
• British Columbia: if you cancel a yearly plan after it has renewed, we’ll refund the unused days of that year within 15 days.
• Québec: you can end your subscription at any time and pay only for the service provided up to cancellation. We’ll refund the rest.

If you were charged by mistake, see section 4. Section 5 has the details for where you live.

Single printable packs and gift codes are delivered straight away, so we don’t give refunds if you simply change your mind (for example, if you no longer need a pack). That doesn’t apply where the law gives you a right to cancel. Consumers in the UK and EU/EEA can cancel within 14 days of buying for a full refund, even after downloading a pack or redeeming a code, and some other countries have similar rules (section 5).

This also doesn’t affect your rights if a pack or code is faulty, won’t download or open, isn’t as described, or never arrives. Email hello@playpackkids.com and tell us what went wrong. You’re entitled to a remedy under consumer law, which can include a replacement or a refund (section 5). If you bought on Etsy or Teachers Pay Teachers, message us through that site; on Etsy you can also use “Help with order”. The same rights apply, and for TpT purchases, TpT processes refunds at our request.

Gift codes have no expiry date: the 12 months of access starts when the code is redeemed, not when it’s bought. Unused codes can be passed on to someone else, and any refund for a gift code goes to the person who bought it.

If you were charged in error, charged twice, or believe something went wrong, email us at hello@playpackkids.com and we’ll put it right. Charges appear on your statement as “LINK.COM* PLAYPACKKIDS” — LINK.COM because Stripe’s Link takes the payment, PLAYPACKKIDS because that’s us. If you don’t recognise a charge, please contact us first so we can help quickly. You can also contact Link support about a payment or a refund from your Link account at link.com. You can still dispute a charge with your card issuer or bank.

Australia: Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled: to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service. These guarantees don’t cover a simple change of mind, and we don’t give change-of-mind refunds. They apply to our printable packs, subscriptions, gift codes and classroom seats (including purchases by teachers and schools), whether you buy from us directly or through Etsy or Teachers Pay Teachers. To raise a problem, email hello@playpackkids.com and tell us what went wrong.

New Zealand: Our products come with guarantees under the Consumer Guarantees Act 1993 that can’t be excluded. Printable packs must be of acceptable quality and match their description. Our service must be provided with reasonable care and skill, and must be fit for any particular purpose you’ve told us about.

If something goes wrong, you can ask us to put it right within a reasonable time. For a pack, we can repair or replace it, or refund you if it can’t reasonably be repaired. If we don’t put it right, you can have it fixed elsewhere and recover the reasonable cost, or reject the pack or cancel your subscription. If the problem can’t be fixed or is of a substantial character, you can reject the pack and choose a refund or a replacement, or cancel your subscription (which normally means getting your money back). Or you can instead claim compensation for the reduced value. You can also claim for other loss that was reasonably foreseeable. NZ law doesn’t require refunds if you simply change your mind, and we don’t give them. But nothing in this policy limits your rights under the Consumer Guarantees Act or the Fair Trading Act 1986.

United Kingdom: If you buy as a consumer (not for a school or business), UK law lets you cancel without giving a reason, and we’ll refund everything you paid for that purchase.

• Packs and gift codes: you can cancel until the end of the 14th day after the day you buy, even if you’ve already downloaded the pack or the code has been redeemed.
• Subscriptions (including classroom seats you buy as a consumer): the law gives you until the end of the 14th day after the day you sign up, meaning the day you start your free trial or, for a plan without a trial, the day you buy. We also accept cancellations for a full refund until the end of the 14th day after your first payment, if that’s later.

To cancel, email hello@playpackkids.com or send us any other clear statement that you want to cancel. You can also use “Withdraw from contract here” at playpackkids.com/withdraw, and we’ll email you an acknowledgement with the date and time. Please include the email address you used, so we can find your order. Cancelling with “Cancel subscription” stops your plan renewing. If you do that within these time limits, we’ll email you to offer the refund, but emailing us yourself is the quickest way to get it. We’ll refund you within 14 days of hearing from you, to your original payment method, with no fee, and your access will then end. If we didn’t give you this information before you bought, you may have longer, so just ask. After the 14 days, you can still cancel a subscription as described in section 2.

Separately, under the Consumer Rights Act 2015, digital content you pay for must be of satisfactory quality, fit for purpose and as described. If it isn’t, you’re entitled to a repair or replacement. If that’s impossible or disproportionate, or we don’t do it within a reasonable time and without significant inconvenience to you, you’re entitled to a price reduction, which can be a full refund. If our digital content damages your device or other digital content because we didn’t use reasonable care and skill, you may be entitled to a repair or compensation. Nothing in our terms limits these rights.

EU and EEA (including Norway, Iceland and Liechtenstein, which have equivalent rules): If you buy as a consumer, you have a 14-day right of withdrawal.

• Packs and gift codes: you can withdraw until the end of the 14th day after the day you buy, even after downloading or redeeming.
• Subscriptions: the 14 days run from the day you start your free trial or buy your plan. We also accept withdrawals for a full refund until the end of the 14th day after your first payment, if that’s later.

To withdraw, email hello@playpackkids.com or send us any other clear statement. You can also use “Withdraw from contract here” at playpackkids.com/withdraw, and we’ll email you an acknowledgement with the date and time. Cancelling with “Cancel subscription” stops your plan renewing. If you do that within these time limits, we’ll email you to offer the refund, but emailing us yourself is the quickest way to get it. We’ll refund everything you paid within 14 days of hearing from you, to your original payment method, with no fee. Your access will then end; please stop using any packs you downloaded, and don’t share them. If we didn’t give you this information before you bought, your withdrawal period may be longer, so just ask.

Your country’s consumer law also gives you a legal guarantee for digital content and digital services, whether or not you withdraw. If a pack or the service is faulty or isn’t as described, you’re entitled to have it put right free of charge within a reasonable time. If that isn’t possible or isn’t done, or the problem is serious, you’re entitled to a proportionate price reduction. If the problem is more than minor, you can instead end the contract and get your money back. For a subscription, that means the amount for the affected period plus any unused prepaid time. The guarantee covers a subscription for as long as you’re subscribed. For one-off packs, it lasts for the period set by your national law (at least two years, where your country sets a time limit).

United States: Your subscription renews automatically until you cancel, and you can cancel online at any time with “Cancel subscription” on your dashboard (section 2), or by emailing us and we’ll cancel for you. Printable packs and gift codes aren’t refunded just because you’ve changed your mind. If a file doesn’t arrive, won’t open, is damaged or isn’t as described, email hello@playpackkids.com. There’s no fixed deadline for telling us, and you may be entitled to a replacement or refund. If you’re charged twice or by mistake, we’ll refund the extra charge (section 4). If a renewal was charged without the disclosures or notices your state’s law requires, you may be entitled to a refund of it, so please contact us.

Refunds go back to your original payment method, with no fees. If we ever raise a subscription price, we’ll tell you before it applies. If you’re in New York and are charged a higher price you didn’t agree to, you can cancel within 14 days of that charge and get a refund for the unused part. Nothing in this policy limits your rights under your state’s laws or your right to dispute a charge with your card issuer or bank. You’re entitled to a written copy of this policy on request; just email us.

Canada: Your province or territory’s consumer protection law applies, and nothing in this policy limits it. There’s no general right to a refund for a change of mind on one-off purchases. But depending on where you live, you may be able to cancel an online purchase for a full refund if we didn’t give you certain information before you bought, or didn’t send you a copy of your agreement in time. Legal warranties that can’t be excluded may also apply. In British Columbia, you can cancel a subscription at any time. Monthly plans have no cancellation fee, and if you cancel a yearly plan after it has renewed, we’ll refund the unused days of that year within 15 days. In Québec, you can end your subscription at any time and pay only for the service provided up to cancellation; we’ll refund the rest. Wherever you are in Canada, you can also cancel by emailing hello@playpackkids.com.

South Africa: Where section 44 of the Electronic Communications and Transactions Act 2002 applies, you can cancel an online purchase without giving a reason and without penalty, and we’ll refund you in full within 30 days. For goods, the time limit is 7 days after you receive them; for services, it’s 7 days after the agreement is made. The law can remove this right once a service has started with your agreement before the 7 days end. Even so, we’ll accept cancellation of a new subscription within 7 days of signing up, for a full refund. Nothing in this policy excludes your rights under that Act or other South African consumer law.

Everywhere else: Nothing in this policy excludes or limits any right you have under the consumer laws of the country where you live. That includes any right to cancel, and any right to a repair, replacement or refund if something is faulty, not as described or doesn’t arrive. Because we’re an Australian business, the Australian Consumer Law guarantees described above may also apply to your purchase.

For any refund or cancellation help, email hello@playpackkids.com. See also our Terms of Service and Privacy & Safety pages.