Refund Policy
Phoenix Compliance Shop, a d/b/a of Phoenix Laboratory Consulting, LLC
Effective 31 July 2026 · Version 1.0
The short version
| Product | Refundable | Window |
|---|---|---|
| NYSDOH CLEP Compliance System — Single-Laboratory License | Yes, if you have not downloaded any of the files | 14 days from purchase |
| NYSDOH CLEP Compliance System — Single-Laboratory License | No, once any file has been downloaded | — |
| PGx Control Finder — 5 Export Tokens | Yes, if you have not used any export token | 14 days from purchase |
| PGx Control Finder — 5 Export Tokens | No, once any token has been used | — |
Exceptions where we refund regardless are in Section 3.
1. Why the policy works this way
Our products are complete digital deliverables. Once the manual, workbook, and forms library have been downloaded, delivery is irreversible — we cannot take the content back, and you have received the entire value of the purchase. That is why the refund window closes at download rather than at a fixed date.
We do not ask you to buy this sight unseen. Before purchasing the NYSDOH CLEP Compliance System you can request the free preview, which contains the complete table of contents, the full 40-tab workbook inventory, sample pages from the manual, and workbook figures. The PGx Control Finder has a free warfarin preview requiring no sign-up. Use them. They exist so that a purchase at this price is an informed one.
2. Refund before download — 14 days
If you have purchased and have not downloaded any file (or, for the Control Finder, have not used any export token), email us within 14 days of purchase and we will refund the order in full.
Email bronwynr@phoenixlabconsulting.com with your FastSpring order reference. We reply within 3 business days. Approved refunds are processed by FastSpring and normally appear on your statement within 5 to 10 business days, depending on your bank.
3. When we refund anyway
We will refund, regardless of download status, if:
- you were charged more than once for the same order;
- the files were not delivered, or arrive corrupt or unopenable, and we cannot resolve it;
- the charge was unauthorized and not made by you or anyone acting for you.
If something has gone wrong with your order, tell us. We would rather fix it than have you dispute it.
4. What is not a refund reason
To be clear and fair about expectations set in our Terms of Use:
- A regulatory outcome. The System is not a guarantee of NYSDOH approval, of a passed inspection, or of avoided deficiencies. A disappointing regulatory result is not grounds for refund.
- No support included. The Single-Laboratory License is deliverable-only and includes no consultation or document review. This is stated before purchase.
- Scope. Each license covers one laboratory facility (one PFI). Discovering afterwards that you need coverage for additional facilities is not grounds for refund — contact us for a multi-site quote instead.
- Change of mind after download.
5. FastSpring's role
FastSpring is our authorized reseller and Merchant of Record, and processes all refunds. FastSpring appears on your statement, not Phoenix.
As Merchant of Record, FastSpring may issue a refund at its own discretion — for example where a charge appears fraudulent or erroneous, or to resolve a payment dispute — including in circumstances not described in this policy. We are telling you this so it does not come as a surprise.
Refunds are subject to FastSpring's own processing limits, including limits on how long after an order a refund can be issued.
6. Invoiced and purchase-order orders
Orders placed by invoice or purchase order follow the same terms. An invoice that has not yet been paid can be cancelled at no cost before the files are released. Once payment is received and the files are released, Sections 2 and 3 apply.
7. Before you file a chargeback
Please contact us first. Email bronwynr@phoenixlabconsulting.com with your order reference and what went wrong. If your issue falls under Section 2 or Section 3 we will refund you, and doing it directly is faster than a bank dispute.
A chargeback filed without contacting us first may result in the license being terminated under our Terms of Use.
8. Contact
Phoenix Laboratory Consulting, LLC d/b/a Phoenix Compliance Shop bronwynr@phoenixlabconsulting.com phoenixlabconsulting.com · phoenixcomplianceshop.com