Purchase Support Policy
How we handle quality guarantees, site credit, and support requests for digital educational resources.
General Policy
All sales of digital educational resources on Teach Pair Share are final. Because our products are instantly downloadable digital goods, we cannot offer cash refunds. Once you download a resource, you have immediate access to all its content.
However, we believe in fairness. We provide two pathways for teachers who encounter legitimate issues: the Quality Guarantee program and our support request process.
Some creators opt into our Quality Guarantee program, which provides an extra layer of teacher protection. Products with a Quality Guarantee are marked with a Quality Guaranteed badge.
How It Works
- You have 72 hoursfrom purchase to send a support request if the resource doesn't meet expectations.
- Approved requests result in a full site credit equal to your purchase price — usable on any future purchase.
- The creator has the opportunity to respond before the request is reviewed.
To send a Quality Guarantee support request, visit your Purchase Library and click “Quality Help” on the relevant resource.
For products without a Quality Guarantee, purchases are final — but we still provide a path to report legitimate issues. Our support request process is designed to be fair to both teachers and creators.
How Support Requests Work
- 1You send a support request from your Purchase Library with a description of the issue.
- 2The creator has 48 hours to respond. They may offer a voluntary site credit to resolve the issue directly.
- 3You can accept or declinethe creator's offer. If you accept, the request is resolved and credit is added to your account.
- 4If more help is needed, Teach Pair Share reviews the request and makes a final decision.
Note: Support requests are reviewed at the discretion of our team. Unlike Quality Guarantee requests, non-guarantee requests do not automatically result in credit.
Site Credits
When a support request is resolved in your favor, you receive site credit - not a monetary refund. Site credits can be applied to any future purchase on Teach Pair Share.
- Credits expire 6 months after issuance.
- You'll receive a notification 30 days before credits expire.
- Credits are applied automatically at checkout (oldest first).
- View your credit balance on your Credits page.
Fair Use & Abuse Prevention
To maintain fairness for all teachers, we use reasonable limits on support requests:
- Maximum of 3 Quality Guarantee requests per 30-day period
- Maximum of 3 general support requests per 30-day period
- Only one support request per order
- Accounts with an unusually high request rate may be reviewed for fairness
These limits exist to protect creators from abuse, not to prevent legitimate requests. If you encounter issues beyond these limits, please contact our support team.
Need Help?
If you have questions about a purchase or need help with a support request, please reach out to our support team.
support@mail.teachpairshare.com