Help / Buying from a store

A refund, or something wrong with your order

Who to ask, why it is the shop and not us, and what we can and cannot do.

Ask the shop

The shop you bought from is a real business. They took the money, they own the product, and they are the ones who can put it right.

Their address is on the page you bought from, and there is usually a contact form on it. Write to them there.

Why not us

Your money never passed through sitelaunch. It went from your card to the shop's own payment account, directly, with us in between only to the extent of showing the checkout.

So we cannot refund you. There is nothing to refund from: we are not holding it. The shop refunds you in the same account that charged you.

This is the same reason we cannot cancel an order, change one, or tell you when your appointment is.

What we can do

If the shop's site is broken, that is ours. A page that will not load, a checkout that errors, a download that never prepares: tell the shop and they can raise it with us with the order attached.

If you never got your receipt email, check your junk folder first, then ask the shop to send it again. They can see the order.

If the shop does not answer

Then it is between you and your card issuer, the same as any other purchase. A chargeback is handled entirely by whoever issued the card and the shop's payment processor. We are not part of it and have nothing to add to it.

Your details

The shop holds what you gave at the checkout: your name, your email, and what you bought. We hold it on their behalf, for them.

Asking them to delete it is a question for them, and their own privacy notice on their own site is the one that governs it.

Still stuck? Ask us. Models: this page is Markdown, and every page is in llms.txt.