Assessment refund policy

The assessment is refundable in one specific case. Your assessment will show more than your outside reading. If it does not, we refund it in full.

14-day window

Refund requests must be submitted within 14 days of delivery. We review and issue the refund within 2 business days.

If it is late

Your assessment arrives inside 72 hours of payment confirmation. If it is not released inside those 72 hours, we tell you the new expected time, and from then until it is released you can reply and we refund it in full; once it is released, the ordinary refund rule applies. A person issues the refund within 2 business days of your reply.

After a refund

A refund ends the order. The assessment pages close: the dashboard, documents, fix pages and monitoring page stop opening, the licence to use the documents ends, and the month of monitoring that came with it stops. A partial refund changes nothing. A card dispute does not close the pages while it is open; a dispute that is lost is treated as a refund.

Not eligible for refund

• The assessment showed you more than your outside reading did, whether or not you act on it.
• Request submitted after the 14-day window.
• Customer disagrees with severity scoring (we will re-investigate at no cost, but the assessment fee is non-refundable on this basis).

How to request

Email [email protected] with your assessment reference and one line on why the assessment showed you nothing more than your outside reading. Full terms: /refund/.