Extrasphere / Refunds and support

Refunds and support

Not the right fit? Ask for a refund within 14 days of purchase, and tell us what went wrong. If you still want the refund, you get it.

Updated October 14, 2026

Ask for a refund

A few quick questions first, so we can fix what’s wrong or make it right. If you still want the refund, you get it.

How it works

Find your order. Your purchase email and purchase reference.
Tell us what’s going on. Something isn’t working, or it isn’t the right fit for you.
Get it fixed, or get your refund. For a technical problem we show the fix first. Otherwise we offer one way to keep your kit. If you still want the refund, you get it.

What we’ll ask: your purchase email, your purchase reference (on your receipt and delivery email, starting ES-), what’s going on and the main reason, and, if you like, a few words more. Never send card details, passwords or client evidence.

Your kit files also carry a license reference that starts with XS-. You don’t need it here. After a full refund, the download links for that stamped copy stop working.

Start a refund request

Digital kits and Practitioner Licenses

Ask within 14 days of purchase: email service@extrasphere.com from the purchase address, with your order reference or enough information to locate the order. We will ask what is not working for you. If it is a technical problem, we will try to fix it first. If the kit is not the right fit, we may suggest an alternative, such as a different kit or edition, help with setup or a partial refund. If you still want a refund, we will refund the amount paid for that purchase through the original payment method. Bank processing times vary. This voluntary policy does not limit mandatory rights or remedies that may apply beyond 14 days.

Access problems

If a link fails or an email is missing, provide the purchase email and order reference. We can check delivery and help restore access. Never send card details, passwords or client evidence.

After a standard-kit refund

Stop using or distributing the refunded reusable kit and delete your working copies, except copies you must retain by law. Your independently created business records remain yours. You do not need to retract completed reports already lawfully shared; keep any required attribution and scope notices.

After a practitioner refund

Stop using the practitioner master, making new allocations and distributing additional kit copies under that purchase. Clients already validly allocated and supplied before the refund retain their licensed internal-use copies and records; they do not receive further practitioner rights. Preserve the allocation and purchase records needed to establish those existing rights. A refund is not permission to recycle allocations or continue client delivery.

Optional services

Consulting cancellation, rescheduling and refunds are set out in the written statement of work. A separately priced kit purchase keeps its published kit-refund entitlement unless a lawful alternative was expressly agreed before payment. Mandatory rights remain unaffected.

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