Refund, withdrawal and conformity policy

1. Nature of the product

BALL is downloadable digital content, not a physical item. There is therefore no physical return once files have been made available or downloaded.

2. Change of mind, withdrawal and immediate supply

The customer expressly requests immediate supply. Where foreign law permits withdrawal for digital content to end through prior consent and express acknowledgement, the right may end when access begins. In Colombia, withdrawal and its exceptions apply exactly as provided by Law 1480 of 2011; accepting immediate delivery does not by itself remove an otherwise applicable statutory right.

Where withdrawal applies under Colombian law it must be exercised within five (5) business days, or within any more favourable period applicable elsewhere. There is no physical return for digital content, but the buyer must stop using the files and BALL may deactivate access after refund. No discretionary change-of-mind refund is promised where no legal right applies.

3. Covered cases

This policy does not restrict legal remedies. Review is available for, among other matters:

• duplicate or unauthorised charges;
• confirmed payment without access within the applicable delivery period;
• a corrupt, incomplete or technically unusable file caused by BALL;
• delivery of an edition or language different from the confirmed order;
• content materially different from the commercial description;
• lack of conformity not corrected within a reasonable time and without significant inconvenience;
• other mandatory withdrawal, payment-reversal, guarantee, price-reduction or termination rights.

4. Order of remedies

Where appropriate, BALL may first restore the link, grant an additional download, provide the correct file, repair or replace the content. If the remedy is impossible, disproportionate, not completed within a reasonable time, the issue is serious, or the law gives a direct choice, a proportionate reduction or refund will apply.

An issue caused solely by print settings, incompatible software despite disclosed requirements, materials, assembly, loss of email or use contrary to instructions does not by itself require a refund, although reasonable support will be offered.

5. How to request withdrawal, refund or review

Use support and select “Refund or charge”. Include the purchase email, order number, date, country, legal ground, amount requested and relevant screenshots or error messages without sensitive financial data. The system provides a reference number, date, time and tracking link.

For a Colombian payment reversal, the complaint to BALL and notice to the payment-instrument issuer must be made within five (5) business days after learning of fraud or an unsolicited transaction, or after the product should have been received or was received defective or different.

6. Refund method and timing

For a Colombian statutory withdrawal, the refund will be completed within no more than fifteen (15) calendar days after the consumer exercises the right and supplies the correct and complete data required. If delivery exceeds the agreed period or content is unavailable and the customer terminates, the full amount will likewise be returned within no more than fifteen (15) calendar days, without retention or deduction.

The refund will use the payment method preferred by the consumer among the technically and legally available options, clearly presented by BALL; it may be credited to the original instrument or another agreed method. A full refund ends the licence, portal access and continued use of the files.

7. Payment reversal and chargebacks

Where the territorial and other requirements of article 51 of Colombian Law 1480 of 2011 and Decree 587 of 2016 are met, reversal may be requested for fraud, an unsolicited transaction, non-receipt, a different or non-conforming product, or a defective product. Within five (5) business days, the consumer must complain to BALL and notify the payment-instrument issuer, stating the ground, amount, transaction and instrument details and evidence of the complaint. Payment participants then have fifteen (15) business days to implement the reversal.

Open the payment-reversal request form. The form records the legal ground, reasons, amount claimed and partial identification of the payment instrument, and issues a traceable acknowledgement with date, time and reference number. Another document containing the statutory information may also be used.

The support system supplies a dated record without preventing another compliant document. Legitimate claims are not penalised; false or duplicate chargebacks may be documented to the payment provider.

8. Evidence and abuse prevention

Assessment may use PayPal confirmation, chosen version and language, acceptance records, immediate-supply request, sent emails, portal access, downloads, IP, browser and support communications. These data are processed under the privacy policy.