1. Overview
You purchase credits and spend them on research services. Because the service is digital and delivered instantly upon purchase, refund rules for downloaded/consumed credits differ from those for unused credits.
2. Unused credits
You may request a refund for the value of any unused credits within 14 days of purchase. Refunds are issued to the original payment method (or by bank transfer where the purchase was made by bank transfer).
3. Used credits
Credits that have already been spent on completed research services are non-refundable, because the service has been delivered.
4. EU/UK 14-day withdrawal right
If you are a consumer in the EU or UK, you have a 14-day right of withdrawal from purchase. By starting to use credits before that period ends, you expressly consent to the immediate provision of digital services and waive the withdrawal right for the portion of credits already spent. Any remaining unused credits can still be refunded under Section 2.
5. Faulty service or duplicate charges
If a research service failed on our side, we will re-credit the credits automatically. If you were double-charged or charged in error, contact [email protected] — we will refund the incorrect charge in full.
6. How to request a refund
- Email [email protected] from the address on your account.
- Include your invoice number and the reason for the refund request.
- We respond within 3 business days.
7. Processing time
Approved refunds are issued within 10 business days. Card networks and banks may take an additional 3–10 business days to display the refund on your statement.
8. Currency and exchange rates
Refunds are issued in the currency of the original purchase. Where a purchase was made in a currency other than EUR, small differences may occur due to bank exchange rates.
9. Chargebacks
Please contact us before initiating a chargeback — we will resolve almost every case faster and without fees.
10. Contact
Billing and refund questions: [email protected].