Refund Policy

1. Right of withdrawal

Consumers in the European Union may withdraw from a credit purchase within 14 days of the order. If no credits have been spent, the full amount is refunded. If some credits were spent, we refund the unused balance at the price you paid.

2. Unused credits

Outside the withdrawal period you can request a refund of unused credits at any time while the account is in good standing. Spent credits are not refundable because the underlying search and model costs have already been incurred.

3. Failed or defective research

• If a search fails technically and returns no answer, the credits for that run are returned automatically.
• If an answer is delivered but cites no usable sources, contact support within 7 days and we return the credits after review.
• Disagreement with a correct but unwelcome answer is not a defect and is not refundable.

4. Payment problems

Duplicate bank transfers, overpayments and transfers sent for a cancelled order are returned in full to the originating account, normally within five business days of identification.

If a transfer never arrives, the order stays pending and no charge exists to refund. Pending orders are cancelled automatically after 30 days.

5. Promotional discounts

Refunds are calculated on the amount actually paid after any promo code, not on the list price. A refunded first order does not restore the first-registration promo code.

6. How to request a refund

• Email [email protected] from the address registered on the account.
• Include the order reference shown in your dashboard and the reason for the request.
• We confirm within 3 business days and pay approved refunds within 14 days.

7. Method of repayment

Refunds are sent to the bank account the payment came from. We cannot pay a refund to a third-party account. Any bank fees charged by an intermediary institution are outside our control.

8. Abuse

We may decline refunds where an account repeatedly buys and refunds credits, where the Acceptable Use Policy was breached, or where the request is fraudulent. We will always explain the reason in writing.