Refund & Guarantee Policy
Last updated: 15 June 2026
Our guarantee is simple: if your document isn't accepted for its intended use, we'll revise it or refund you. Your choice.
The guarantee
We stand behind every paid document. If a document you purchased from ESG Complete is not accepted for the purpose you bought it for, for example by a supplier portal or in a tender, let us know within 7 days of delivery and we will either revise it to address the issue or refund your purchase.
Free revisions
Every paid document includes two free revisions within 7 days of delivery. Small corrections are usually turned around within minutes to a few hours during business hours. Just reply to your confirmation email with what needs changing.
How to request a revision or refund
Reply to your order confirmation email, or contact us at support@esgcomplete.com within 7 days of delivery. Tell us what happened, including any feedback you received about why the document wasn't accepted, and we'll sort it out.
What's covered
- Documents that don't meet the requirements of the portal, tender or use you purchased them for.
- Errors or omissions on our part in preparing the document.
What's not covered
- Requests made more than 7 days after delivery, unless required by law.
- Issues caused by inaccurate or incomplete information provided to us.
- Change of mind after a document has been delivered and used, where the document met its intended requirements.
Free templates
Our free templates and guides are provided at no charge and on an "as is" basis, so no payment is involved and nothing is refundable. The guarantee above applies to paid documents.
How refunds are processed
Approved refunds are returned to your original payment method. Depending on your bank or card provider, it may take a few business days for the funds to appear.
Related
This policy forms part of our Terms of Service. For anything else, just email us.