Practical help for delivery, access, refunds, and product-use questions.

This page is for practical support around Fragment Practice digital products. That includes delivery issues, missing access, damaged or unreadable files, refund handling within the stated refund window, and basic clarification about what is included in a purchased product.

If the issue is about receiving, opening, or understanding the product you bought, this is the right place to start.

Product support generally covers missing delivery emails, broken or expired download links, corrupted or incomplete files, unreadable documents, and basic clarification about what is included in the purchased product.

The goal is to help you receive and access what you paid for, and to reduce avoidable friction around delivery and use.

Product support does not include custom interpretation of your project or context, adaptation of the product to your team or workflow, implementation help for a live issue, recurring review, or project-specific structuring.

If the issue becomes live, context-heavy, or judgment-dependent, the better path is Contact for direct support.

If you purchased a product and did not receive the delivery email, please contact us with the product name, the email address used at purchase, the approximate purchase date, and any relevant payment confirmation if available.

We will make reasonable efforts to confirm the order and restore access where appropriate.

If the delivery email arrived but the files cannot be opened, appear incomplete, or look corrupted, please contact us with the product name, the file name if applicable, and a short description of the problem.

A screenshot is useful when it helps clarify the issue. We will make reasonable efforts to confirm and correct genuine file problems.

We want Knowledge products to feel safe to try in good faith. If a purchased digital product is not the right fit, you may request a refund within 30 days of purchase.

This refund window applies to eligible digital product purchases made directly through Fragment Practice unless otherwise stated on the product page.

It does not automatically apply to custom services, advisory work, workshops, or other separately agreed support.

To request a refund, contact us with the product name, the email address used at purchase, the approximate purchase date, and a short note that you are requesting a refund.

A brief message is enough. The process does not need to be elaborate.

If the issue is a missing delivery email, broken download link, access problem, or damaged file, please contact us first because the problem may be fixable without needing a refund.

If the product itself is simply not the right fit, you may request a refund within the stated window.

This policy exists to make Knowledge products easier to try in good faith.

If a product is not the right fit, it is generally better to handle that cleanly and simply. At the same time, we reserve the right to refuse refunds in cases involving clear abuse, fraud, repeated misuse, or duplicate requests.

If what you need is deeper judgment, situation-specific interpretation, adaptation to your workflow or team, or recurring support, product support is no longer the right container.

In that case, use Contact so we can determine whether a session, project-shaped support, or advisory is the better next step.