Refund Policy

Unused credits can be refunded within 14 days of purchase. Refunds are made to the account that paid, in credits, and cover the credits still sitting in your balance at the moment of the request.

An order that is still awaiting a bank transfer can be cancelled at no cost. Simply do not send the transfer, or tell us to cancel — nothing is charged and no credits are released.

Credits spent on a delivered investigation are generally not refundable, because the research work has already been carried out. We do refund the credits for an individual case file when it fails on our side.

• The investigation did not complete or was returned empty.
• The case file concerns a materially different product from the one submitted.
• A factual finding presented as a FACT is demonstrably wrong and changes the verdict.

We do not refund because you disagree with a verdict, because a price changed after the investigation, because a retailer refused a purchase, or because you bought the product anyway and were disappointed. Research is paid for by the work, not by the outcome.

Send the request through the contact page from the email address on the account, quoting the order reference and, for a case file refund, the case number and what went wrong. We respond within three business days.

Approved refunds are issued within 10 business days. Refunds are calculated in credits and unused credits are returned to your account balance. Where a bank transfer repayment is agreed, transfer fees charged by your own bank are not reimbursed.

Where a promo code was applied, refunds are calculated on the amount actually paid, not on the pre-discount value of the credits. A used first-registration code is not reissued after a refund.

Consumers in the European Union have a 14-day right of withdrawal on digital services. By commissioning an investigation before the 14 days have elapsed, you ask us to begin performance immediately and accept that the right of withdrawal ends for that specific investigation once it is delivered. This policy does not limit any other mandatory consumer rights.