Refund Policy

We refund when you cannot get at what you paid for. We do not refund anything else.

In practice that means a refund if a download fails and we cannot fix it, if your access never opens after a successful payment, if you were charged twice, or if a directory arrives corrupted or unreadable. It means no refund if you changed your mind, found a role before using it, bought the wrong thing, or never got round to it.

Everything below explains why the line falls there, and sets out the rights you keep whatever this page says.

Access is opened by hand once payment clears — usually within a working day rather than the same minute. What you are buying is research that would otherwise take weeks, delivered as files you can download in full from the moment access opens.

That is also why it cannot be returned. Once a directory has been downloaded, its contents are known, and nothing can put that back. A refund after that point would mean giving the product away.

If you are buying as an individual you are a consumer, and consumers buying online usually have 14 days to change their mind. For digital content that right is lost once supply begins — but only if you have agreed to supply starting straight away and acknowledged that you lose the right as a result.

Individual access is arranged by email, so that agreement is asked for in writing before access is opened. We will ask you to confirm, in your reply, that you want access opened immediately and that you understand you give up the 14-day right by doing so. Your email is the record.

If you would rather keep the 14 days, say so and we will hold off opening access until they have passed. You lose nothing by asking, and nothing is opened before you have answered.

Institutional licences are bought by organisations rather than consumers, so the 14-day right does not apply to them at all. Their position is set by the licence and by the terms.

Because of the above, we do not give refunds for changes of mind. That includes deciding you no longer need the directories, finding a role before using them, buying the wrong thing, or simply not getting round to it.

The exception is access itself. If you paid and cannot reach the files, that is not a change of mind — it is us failing to deliver, and it is refunded.

We appreciate this is a firm position. It exists because the entire product can be downloaded within a minute of paying, and a softer policy would not survive contact with that fact.

Your legal rights as a consumer cannot be signed away, and nothing above attempts to. Under the Consumer Rights Act 2015, digital content you pay for must be of satisfactory quality, fit for purpose, and as described.

So if a directory is faulty, corrupted, materially not as described, or substantially different from what this site said you were buying, you are entitled to have it put right — and where that is not possible, to a reduction in price, which may be the full amount you paid.

If you think that applies, email wb.citypath@gmail.com with your account email address and what is wrong. We would rather fix it than argue about it.

Some things are not refunds at all — they are mistakes, and we correct them:

• If you were charged twice for the same access, we refund the duplicate in full.
• If a payment succeeded but access never opened and we cannot fix it, we refund you in full.
• If you were charged after the card was used without your permission, tell us and tell your bank.

Email wb.citypath@gmail.com and we will sort it out.

Where a refund is due it is paid by bank transfer, to the account the payment came from. We send it within five working days of agreeing it; your bank then usually takes a further one to three days to show it.

We cannot refund to a different account from the one that paid. For an institutional licence the refund goes back to the organisation that was invoiced, not to an individual.

When a refund is issued, access to the directories is withdrawn automatically and your account returns to its unpaid state. Any directory files already downloaded must be deleted, and the licence in our terms no longer applies to them.

If something has gone wrong, please email wb.citypath@gmail.com before raising a chargeback. A chargeback takes weeks and is resolved by people with none of the context; we can usually settle a genuine problem the same day.

This policy forms part of our terms and conditions.