Refunds and cancellation

Changing your mind

Your report is produced and delivered immediately after payment. Because it is digital content supplied straight away, you will lose your normal right to cancel within 14 days once we start producing it.

You agreed to that before paying by ticking this box: I want my report produced and sent to me now, and I understand that once it has been produced I lose my right to cancel this purchase and get a refund.

So once the report has been produced, a change of mind is not a reason for a refund. That is regulation 37 of the Consumer Contracts Regulations 2013.

The report is wrong

That is a different matter and the law is on your side. If the report is not of satisfactory quality, not fit for purpose or not as described, you have the right to have it put right or to a price reduction under the Consumer Rights Act 2015, and we cannot write that away. Send the order number and tell us what is wrong. We will read the record again and answer in writing.

The payment did not go through

Nothing is charged until Stripe confirms the card. If Stripe declined the card, no order was made and there is nothing to refund.

A record could not be read

The free step tells you before you pay which records could not be read, and the report says the same. If we told you before you paid, that is not a fault in the report. If a section that was promised is missing without a reason printed in its place, write to us.