1. Cases eligible for a full refund
- A verified duplicate charge for the same result.
- Payment was confirmed, but an access or delivery failure on our side prevents you from receiving the purchased report.
- Report generation continues to fail after automatic and reasonable manual retries.
2. Other requests
Other refund requests may be submitted for manual review within seven days of payment. Eligibility for digital content after generation or delivery begins may differ by location and express consent. Any non-waivable cooling-off period, defect remedy, or consumer right takes priority.
3. How to request a refund
- Contact the support email shown on this page with the account email, order date, and order reference from the Stripe receipt. Never send a full card number.
- We may request information needed to verify the purchase and prevent fraud, but we will never ask for your password.
- If support email is still marked as not configured, production payments must not be enabled. Do not send information to a placeholder address.
4. What happens after approval
- Approved refunds are processed by Stripe to the original payment method. Timing depends on the financial institution.
- When the refund succeeds, full-report access is revoked while the free result remains available.
- A refund does not erase minimum payment audit records required by law and does not trigger further report retries.
5. Incomplete payment and generation delays
Cancelling Checkout or a failed payment does not create a paid report and does not affect the free result. If payment succeeded while the report is still generating, do not pay again. Your entitlement remains and you can return later from My Dossiers.