Refund Policy 

This policy applies to all purchases made at Penetrating Trauma SPECIAL O.P.S. through our Shopify store.

1. General Principle: Nature of the Product and Waiver of Right of Withdrawal

We offer digital content (interactive eBooks and case studies) with immediate access.

Due to the intangible and consumable nature of our products, our general policy is not to offer refunds once the content has been purchased and activated.

By making the purchase and proceeding with the activation or first access to the content, the user expressly accepts the immediate provision of the service and consents to the loss of their right of withdrawal (or right of cancellation), in accordance with the provisions of Clause 10 of our Terms and Conditions.

2. Window for Requesting Exceptions

Any refund request based on the exceptions listed below must be made within 10 calendar days of the date of purchase.

3. Eligible Exceptions for Reimbursement

A refund will only be considered in the following objective cases:

• Double charge: If you were charged two or more times for the same product in the same order.

• Incorrect content: If you received access to a product that is completely different from the one you purchased (e.g., you purchased product A and received product B).

4. Technical Issue Management (Not an immediate refund)

If you experience a persistent technical problem that prevents you from accessing or using the content (and it is not a compatibility issue with your equipment or connection), this does not constitute immediate grounds for a refund.

In this situation, we are committed to resolving the issue. You must:

1. Contact support (specialops@pentratingtrauma.org) with proof of the error.

2. Follow any diagnostic steps we ask you to take (e.g., try another browser, clear your cache, etc.).

Only if our technical team determines that the product is fundamentally defective and we are unable to provide access due to a fault attributable to us will a refund be considered.

5. Cases explicitly ineligible for reimbursement

No refunds will be given in the following cases:

• Content that has already been activated, accessed, or consumed (our system records the first access).

• Subjective dissatisfaction with the content, style, depth, or format after use.

• Price differences after purchase, expired coupons, or promotional offers not applied at the time of payment.

• Purchases made through unofficial third parties.

6. How to Request a Refund (For Exceptions)

If your case meets any of the exceptions in Clause 3, please email us at specialops@pentratingtrauma.org or use the form on the website with the subject line "Refund Request."

You must include:

• Order number, date, and email address used for the purchase.

• Clear description of the reason (e.g., "Duplicate charge" or "Incorrect content").

• Proof (screenshots of the duplicate charge, evidence of the incorrect product received).

We will evaluate your application within 3–5 business days and notify you of the result.

7. Method and Timeframe for Refunds

Approved refunds will be processed using the same payment method and currency used for the purchase. It may take an additional 5 to 10 business days for the refund to appear in your account, depending on your bank or card issuer's processing times.

8. Alternatives to Refunds

When applicable (e.g., in the case of incorrect content), you may choose between a refund or one of the following alternatives:

• Exchange for the correct product.

• A store credit (coupon) for the amount paid, to be redeemed in the future.

9. Chargebacks

Before initiating a chargeback or dispute with your bank, we strongly urge you to contact us first for a quicker resolution. If you initiate a chargeback without prior contact, we reserve the right to temporarily suspend access to the account while the dispute is being resolved.

10. Policy Updates

We may update this policy to reflect operational or legal changes. The current version will be the one published on this page.