Delivery and refunds
How downloads work, and what happens if something isn't right.
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How delivery works
After verified payment, sign in to My orders to request a protected download. Links are created on request and expire after 60 seconds. Order emails link to the authenticated account page, never to a private file. Refunded or disputed orders cannot create further links; an existing link can remain usable for up to 60 seconds, and downloaded copies cannot be recalled. Your contract confirmation must be provided before the first file link; save the frozen confirmation in My orders. Delayed supply waits until after the end of 14 days following the contract day.
Your right to cancel
Consumers normally have 14 days from the contract date to cancel under the Consumer Contracts Regulations 2013. The right is lost only when supply begins after express consent to immediate supply, express acknowledgement of losing the right, and the required contract confirmation. A download alone or a general terms checkbox is not enough. Checkout offers delayed supply or separate immediate-supply consent and acknowledgement. Paying or ticking boxes alone does not remove the cancellation right. Supply begins when the first protected file link is issued after contract confirmation. Contact admin@csl-longstone.com to cancel before supply begins or to request statutory remedies.
How to cancel
Send any clear cancellation statement to admin@csl-longstone.com or the registered office before the cancellation period ends. The following model form is optional. For valid cancellation, we reimburse without undue delay and within 14 days of being informed, by the same payment method unless expressly agreed otherwise, without a fee. Where early supply lacked valid consent, acknowledgement or required confirmation, statutory cost-free supply protections apply.
Optional model cancellation form
To: CSL Longstone Ltd trading as HostStack UK, 102a Lancelot Road, Exeter, England, EX4 9BX; admin@csl-longstone.com. I/We hereby give notice that I/We cancel my/our contract for the supply of the following digital content: [product]. Ordered on: [date]. Order reference (if available): [reference]. Name of consumer(s): [name]. Address of consumer(s): [address]. Signature (only for paper notification): [signature]. Date: [date]. Delete as appropriate.
Other statutory remedies
Statutory refund rights apply if we do not have the right to supply the content. Statutory repair or compensation rights may apply where digital content damages a device or other digital content because reasonable care and skill was not used. These rights are not excluded by guidance disclaimers. Contact us if payment succeeded but confirmation or supply fails. Refunds are actioned by the seller after review, not promised automatically by a browser status.
Faulty or not as described
Digital content must meet the Consumer Rights Act 2015 standards, including satisfactory quality, fitness for a disclosed purpose and matching its description. Where applicable, you can require repair or replacement within a reasonable time and without significant inconvenience. If that is impossible or not properly provided, a price reduction up to a full refund may be due. An agreed statutory price-reduction refund must be made without undue delay and within 14 days, using the same payment method unless expressly agreed otherwise, without a refund fee. Starting a download does not remove these rights.