Digital Goods Refund Policy

Last updated: 17 August 2026 · Supplier: Noah Williams, New Zealand

1. Scope

This policy covers everything sold through ivorycinder.com — which is PDF guides and nothing else: the per-game PDF Tips Guides and the complete four-game bundle. It forms part of our Terms of Service. It does not apply to purchases you make inside any third-party game — those are handled by Google Play and the publisher concerned, and we have no involvement in them.

2. Before delivery — always refundable

You may cancel at any time before the PDF has been sent. Any payment already made is refunded in full within 10 working days to the original payment method, and no reason is required. Because payment is arranged by email rather than taken on the website, in most cases there is simply nothing to refund — you can withdraw a request before paying anything at all.

3. After delivery — digital files

Digital documents cannot be returned once delivered, so a change of mind after delivery is not on its own a ground for refund. A full refund or replacement is provided where:

• the file is corrupt, incomplete or cannot be opened in a standard PDF reader;
• the material is materially different from its description on the PDF Guides page at the time of your order;
• the file was never delivered within five New Zealand business days of payment;
• the same item was accidentally purchased twice; or
• you are otherwise entitled to a remedy under the Consumer Guarantees Act 1993.

We choose between repair, replacement and refund in accordance with the Consumer Guarantees Act. For a failure of a substantial character, the choice is yours.

4. Summary of situations

Situation	Outcome
You withdraw the request before paying	Nothing owed — the request is simply cancelled
Paid, but cancelled before the PDF is sent	Full refund, no reason required
PDF will not open, or is corrupt or incomplete	Replacement file, or a full refund if we cannot fix it
PDF is materially different from its description	Full refund or replacement, your choice
Not delivered within five NZ business days of payment	Full refund
Same guide accidentally ordered twice	Full refund of the duplicate
Change of mind after a working file was delivered	Not normally refundable — see clause 7

Where the Consumer Guarantees Act 1993 gives you a stronger remedy than this table, the Act applies.

5. Bundle orders

If you ordered the four-guide bundle and one file is faulty, we replace that file rather than refunding the whole bundle. If more than one file is affected and we cannot supply working replacements, you may cancel the whole bundle for a full refund.

6. How to request a refund

1. Email [email protected] from the address used for the order.
2. Include your request reference (format IC-YYMMDD-NNNN) and a short description of the problem.
3. You will receive an acknowledgement within one New Zealand business day.
4. A decision is given within five working days, with reasons if the request is declined.
5. Approved refunds are paid within 10 working days to the original payment method.

7. What is not refundable

• A change of mind after a file has been delivered and opened, where it matches its description and works.
• Dissatisfaction with results inside a third-party game — nothing sold here guarantees any outcome, and nothing can affect a randomised system.
• Requests made more than 90 days after delivery, except where a longer period is required by law.
• Money you have spent on in-app purchases inside any game. Those are Google Play transactions between you and the publisher; refund requests for them go through Google Play's own process, not through us.

8. Your statutory rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If you believe a service was not supplied with reasonable care and skill, or is not fit for its described purpose, tell us and we will put it right. If we cannot agree, the New Zealand Disputes Tribunal is available for claims within its jurisdiction.

9. Chargebacks

Please contact us before raising a chargeback with your bank — nearly every issue is resolved directly and faster. We keep delivery records for at least 12 months and will supply them if a dispute is raised.

10. Contact

Noah Williams — Ivory Cinder, New Zealand.
Email: [email protected]
Monday to Friday, 9:00–17:30 NZST.