REFUNDS & CANCELLATIONS

Last updated: 3 June 2026 · Effective for purchases made on or after this date

1. What this policy covers

Systems Fail Lab sells digital and physical products including:

• Digital downloads — workbook PDFs, field card pack PDFs, starter PDFs, briefing archives
• Printed products — printed Field Card Pack (laminated emergency cards), printed workbook, books
• Bundle products — combinations of digital + printed

This policy applies to all of the above. It does NOT apply to free downloads (e.g., the 72-hour starter PDF, which is always free).

2. EU + UK consumers: your statutory cancellation right

If you are a consumer based in the European Union (Consumer Rights Directive 2011/83/EU, transposed into national law) or the United Kingdom (Consumer Contracts Regulations 2013), you have a 14-day cancellation right for most purchases made online ("distance selling").

14-day cooling-off period begins on:

• For physical goods: the day you (or your nominated recipient) receive the goods
• For digital downloads: the day the contract is concluded (i.e., the day you paid)

Exception for digital downloads: If you confirm at checkout that you want immediate access to a digital download AND you acknowledge that you lose your cancellation right by doing so, you cannot cancel after the download begins. We display this consent checkbox clearly at checkout.

3. How to cancel (EU + UK)

To exercise your right of cancellation:

1. Email hello@systemsfaillab.com within 14 days. Subject: "Cancellation — [order number]".
2. Tell us: order number, your name, what you bought, "I am cancelling under the [EU/UK] 14-day right".
3. For physical goods: return them to the address we provide, in resaleable condition. You pay return shipping unless the product was faulty.
4. We refund the full price (including original outbound shipping) within 14 days of receiving the returned goods, OR within 14 days of cancellation for digital downloads where the exception in section 2 does not apply.

4. US consumers

The United States does not impose a federal 14-day cancellation right for distance sales. However, we voluntarily offer the same 14-day refund window to US consumers as a courtesy.

For US California residents: California Civil Code §1789 requires that we honor any refund policy that we publish — this is our published policy.

5. Faulty or wrong products (worldwide)

If you receive a product that is:

• Damaged in transit
• Defective on arrival
• Different from what was ordered
• Not as described on the product page

Contact hello@systemsfaillab.com within 30 days of receipt. We will repair, replace, or refund — your choice, at no cost to you. EU consumers have statutory remedies up to 2 years from receipt under the EU Sale of Goods Directive 2019/771.

6. Refund processing

• Refunds are issued to the original payment method used.
• Processing time: 5-10 business days after we confirm the refund.
• Your card issuer or PayPal may take additional time to display the refund.
• Currency: refunded in the original purchase currency. Exchange rate differences (caused by your bank) are not our responsibility.

7. Subscription cancellations

The Thursday Briefing newsletter and any future recurring subscription products can be cancelled at any time:

• Newsletter: click "unsubscribe" in any email. Effective immediately.
• Future paid subscriptions: cancel anytime via your Cabinet OR by emailing us. Cancellation takes effect at the end of the current billing period. No refund for the current period unless the service was materially defective.

8. Chargebacks

If you dispute a charge with your card issuer instead of contacting us first, your account may be flagged. We always prefer to resolve issues directly. Please email us before initiating a chargeback — it almost always solves the problem faster.

9. Force majeure

We are not responsible for refunds or replacements if delivery is delayed or impossible due to circumstances beyond our reasonable control (postal strikes, natural disasters, war, pandemic restrictions). In such cases we will offer a refund or wait for the situation to clear, at your choice.

10. Contact

For all refunds, returns, and cancellation requests:

Email: hello@systemsfaillab.com

Response time: within 48 business hours.

Postal address: [Operator address to be added once legal entity registered]

11. Changes to this policy

Material changes will be posted at least 30 days in advance of taking effect. Purchases made before the change date are governed by the policy that was in force at the time of purchase.