Refund Policy

Operating Library licences are paid once, upfront, and the full library your licence covers is delivered to your account as soon as your payment is confirmed. For that reason, we do not give refunds. Please take the free sample first: five complete SOPs from one industry, read in the library itself, with a demo client workspace.

This policy forms part of our Terms. Operating Library is run by Stockhound Pty Ltd (ABN 79 662 195 888).

Licence purchases are final and are not refunded, including if you change your mind, choose a different licence than you meant to, or no longer need it. The same applies to the difference you pay to upgrade.

If an upcoming edition included in a Ten Industries or Complete Library purchase has not been released within 12 months of the day you bought it, you can choose a released edition you do not already have in its place (Terms, clause 7).

Cancelling. You can cancel at any time from your account. Cancellation takes effect at the end of the period you have paid for. The rest of that period is not refunded.

Archiving a client. Archiving a client during a month reduces your next invoice for the rest of that month.

Outages. If client workspaces are unavailable because of a significant outage on our side, we credit the affected part of your subscription on your next invoice, in proportion to the time lost.

Free first month. Nothing is charged for the free month. If you do not start the paid subscription, nothing is charged at all.

If we charge you by mistake, for example twice for the same purchase or more than the price shown at checkout, we reverse the mistaken charge. Email us with the receipt or invoice number.

Nothing in this policy limits rights you have under consumer law that cannot be excluded. If the Australian Consumer Law applies to you:

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If a failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

If you are outside Australia, the law where you live may give you similar rights. Nothing here limits them.

Email support@operatinglibrary.com from the address on your account, with the receipt or invoice number. We reply within five business days.

Please contact us before disputing a charge with your bank. A dispute removes access to what the payment supplied while it is open.