Missing or expired download
Your download email follows confirmed payment. Check the email address used at checkout and your Spam folder. Download links last 24 hours. If yours expired, request a fresh link using the original purchase email. You do not need to pay again for an eligible purchase.
If access still fails, email support@briefandcue.com with your checkout email and order reference. Never send passwords or card details.
A file does not work as described
Tell us the product version, Excel version, affected sheet or file, and what happened. We will investigate and help restore access or supply a correction where appropriate. Applicable rights to a repair, replacement, price reduction or refund are not limited by this support process.
Please remove personal event information from screenshots and sample files. Individual event planning, custom setup and calls are not part of the purchase.
Payment and refund requests
For a Paddle purchase, use the help link in your receipt or Paddle buyer support. Include the order reference, checkout email and a brief reason. You can also contact Brief & Cue for help identifying the purchase, including a suspected duplicate charge.
Refund eligibility follows your applicable rights and Paddle’s refund policy. That policy allows discretionary requests within 14 days of payment to be reviewed case by case; it is not an unconditional money-back guarantee. This request window does not shorten any rights you have by law.
If a refund is approved, the payment provider handles its return. Timing depends on the payment method and bank. A full product refund or chargeback stops future download access. Files already downloaded cannot be recalled remotely.
Digital content and consumer rights
Rights to cancel a digital-content purchase can depend on your country and whether you expressly requested immediate supply and acknowledged its effect on your withdrawal right. Simply visiting this page or receiving a link does not itself remove those rights. Rights concerning faulty or misdescribed content remain separate.
Nothing on this page or in the kit license excludes rights that cannot be waived under applicable law.