Refund Policy
1. The diagnosis guarantee (automatic refund)
The Account Diagnosis comes with a money-back guarantee: if our engine cannot identify any assessable probable cause for your account's restriction, the report itself will say so and display a one-click refund button. Clicking it refunds the full diagnosis fee automatically to your original payment method — no support ticket needed. Eligibility is determined by the engine's result (re-verified at the moment you request the refund), not by discretion.
2. When the guarantee doesn't apply
If the diagnosis identifies one or more probable causes, the service has been performed and the automatic refund is not available — even if you disagree with the findings or Stripe ultimately behaves differently. The Risk Audit has no automatic refund, as it is delivered in full immediately upon generation.
3. EU 14-day withdrawal right
Reports are digital content supplied immediately. If you are an EU/EEA consumer, you expressly consent at purchase to immediate performance and acknowledge losing the 14-day withdrawal right once delivery begins (Art. 16(m), Consumer Rights Directive 2011/83/EU). If you purchase but never generate the report, you retain the withdrawal right for 14 days — contact us for a full refund.
4. Faulty or non-conforming service
Nothing here limits your statutory rights, including remedies for digital content that is defective or not as described (Sale of Goods and Supply of Services Act 1980, Consumer Rights Act 2022). If a report fails to generate, is corrupted, or clearly malfunctions, contact us and we will fix it or refund you.
5. How refunds are paid
Refunds go to the original payment method via Stripe, typically arriving within 5–10 business days depending on your bank. Refunded reports lose their access (the report is no longer viewable after refund).
6. Contact
Refund questions: [email protected]. Please include the Stripe account ID you connected (acct_…) — we never need your card details.