Refund Policy

Summary

Reports are custom research deliverables, produced on request and delivered as digital content. Generation starts automatically as soon as your payment is confirmed — normally within seconds — so in practice an order cannot be cancelled after purchase. Once a report has been delivered, refunds are evaluated individually and are available where the deliverable is defective; see below for what that means and how to raise it.

Generation starts immediately

There is no waiting period between purchase and production. Your order is queued the moment payment is confirmed and picked up by our generation system within seconds. This is what you consent to at checkout when you tick the immediate-delivery box, and it is the reason your statutory right of withdrawal ends at that point — see Consumer rights by jurisdiction below.

We want to be straightforward about this: because generation begins right away, we cannot offer a change-of-mind cancellation window, and you should treat your purchase as final at the point you complete checkout. In the uncommon case that your order is still waiting in the queue and has not yet started — for example during a period of heavy load — contact us and we will cancel it and refund your payment in full, with no deduction. That is an exception we honour where it genuinely applies, not a window you can rely on.

After delivery

Once a report has been generated and delivered, refund requests are reviewed individually on the facts of the order. We start from correction, not cash: if something is wrong with your report, our first step is to fix it.

Correction first. Where a report contains a defect, we will revise or regenerate it at no charge. In most cases this resolves the issue faster than a refund would, and you keep the deliverable you paid for. A refund is considered where correction is not possible or does not resolve the defect.

What counts as a defect. We treat the following as defects, and they are covered:

• Non-delivery — the report was not produced, or was not made available to you.
• Wrong subject researched — the report analyses a different company or entity than the one you specified.
• Wrong edition or report type — you received a different report or industry edition than the one you purchased.
• Material factual errors — verifiable, load-bearing statements of fact about the subject that are demonstrably incorrect, not estimates, inferences, or forward-looking analysis.
• Corrupted or incomplete output — the delivered file is unreadable, truncated, or missing sections the product description states it contains.

Time window. Raise a defect within 3 days of delivery. Requests received after 3 days may be declined. Refunds for non-delivery are not subject to this window, and nothing in this window limits rights you have under applicable consumer-protection law.

What is not a defect

The following do not, on their own, constitute a defect in the deliverable and are not grounds for a refund under this policy:

• Familiarity with the findings. The report was accurate and complete but told you things you already knew. Research is scoped to a subject, not to the gaps in an individual reader's existing knowledge, and we cannot know in advance what you already hold. Prior familiarity with correct findings is not an error in the work.
• A clean or low-severity result. Audit-style reports — including the Trust & Security Audit — document what the assessment found. A result showing few or no significant issues is a valid and complete outcome, not a failure to deliver: the finding is the verified posture itself. We do not manufacture findings to fill a report, and an absence of severe issues does not reduce the work performed.
• Disagreement with analysis or judgment. Reports contain estimates, inferences, scoring, and recommendations. Reasonable disagreement with an analytical conclusion is not a factual error.
• Change of mind after delivery. The report was delivered as described and is free of defects, but you no longer want it.
• Outcomes. We do not guarantee any commercial result from acting, or not acting, on a report.

Processing costs

Where we issue a refund at our discretion — that is, as a goodwill resolution rather than for a defect or under a statutory right — the refund is issued net of non-recoverable payment-processing costs. Our payment processor does not return its original transaction fee when a payment is refunded, so that cost is not recoverable by us. It is typically around 3% of the order value plus a fixed per-transaction amount, and the exact figure will be stated to you before the refund is processed.

No deduction is applied to a cancellation made before generation has started, to refunds issued because the deliverable was defective, or to any refund made under a statutory right. Those are always refunded in full.

How to request a refund

Contact us through our contact form. Include the email address associated with your account, the order or report reference, and a specific description of the problem — for a factual error, identify the statement and what it should say. Requests that do not identify a specific issue cannot be assessed and may be declined.

What happens next

• 1.We acknowledge your request and review the order and the delivered report.
• 2.Where the issue is correctable, we offer a revision or a regeneration at no charge.
• 3.Where a refund is issued, it is returned to the original payment method, typically within 5 business days on our side. Your bank or card issuer may take an additional 3–10 business days to post the credit.
• 4.The entitlements associated with a refunded order are revoked. Reports already generated remain accessible until their natural 6-month expiry date — we don't delete them early.

Multi-report orders

If your order included multiple reports — for example a package — a defect in one report is addressed for that report. Where a refund is issued for a package order, it is assessed against the order as a whole, taking into account the reports already delivered without defect.

Fraud, abuse, and chargebacks

• Fraud, abuse, or Terms violations: we may decline refund requests in cases of fraud, abuse of this policy (including repeat refund claims, requests made across multiple accounts associated with the same person, or coordinated refund-and-rebuy patterns), chargeback abuse, or violation of our Terms of Service. Where we decline on these grounds, we may also restrict future purchases on the associated accounts and payment methods.
• Contact us before filing a chargeback: we will review any genuine problem with a delivered report and would rather resolve it directly. Chargebacks filed without prior contact may be disputed with the card network using the checkout consent record, the delivery record, and the report you received.

Consumer rights by jurisdiction

EU & UK consumers — right of withdrawal

Under the EU Consumer Rights Directive (Article 16(m)) and the UK Consumer Contracts Regulations 2013 (reg. 37), consumers ordinarily have a 14-day right of withdrawal for online purchases. For digital content that is supplied immediately, this right can be waived only with the consumer's prior express consent and acknowledgement.

At checkout, you are asked to tick a checkbox giving your express consent to immediate performance of the contract and acknowledging that you lose your right of withdrawal once report generation begins. Ticking that box is required to complete the purchase.

In plain terms:

• Once report generation has begun — which is immediately after payment is confirmed — your statutory right of withdrawal no longer applies, because you expressly consented to immediate performance at checkout. Your rights in respect of a defective deliverable are unaffected.
• In the narrow case that generation has not yet started — for example an order still waiting in the queue — your right of withdrawal has not yet been extinguished and you may cancel for an unconditional full refund, with no deduction of any kind. Given that generation normally starts within seconds of payment, this will rarely apply in practice.

Nothing in this policy limits your rights under the UK Consumer Rights Act 2015 or equivalent EU law in respect of digital content that is not as described or not of satisfactory quality.

United States consumers

There is no federal statutory cooling-off period for online purchases of digital content in the United States, and no equivalent right under state consumer-protection law for B2B research deliverables of this kind. The immediate-performance consent at checkout therefore operates as a contractual acknowledgement that report generation begins right away. The cancellation and defect provisions set out above apply to all US customers.

All other countries

Where the consumer-protection law of your country of residence grants a statutory right of withdrawal, cooling-off period, or similar right for digital content, the immediate-performance consent at checkout waives that right once generation begins, to the fullest extent permitted by law. Where your local law contains rights that cannot be waived by consent (for example, the consumer guarantees under the Australian Consumer Law, or rights under provincial Canadian consumer-protection statutes), nothing in this policy or the checkout consent affects those rights — they continue to apply in full, and no processing-cost deduction is applied to a refund made under them.

Questions

Reach out via our contact form and we'll get back to you.