Refund Policy

1. Before we begin: full refund, no questions

You may cancel for a full refund at any time before we start researching. We normally begin on the working day after your payment clears, so in practice you have until then. If you want to be certain, tell us through the contact form with your order number and we will confirm whether research has started.

2. After we begin: no refund

Once research has begun, the order is not refundable. The reason is not stubbornness: the work is a one-off examination of public records. The hours spent reading registers cannot be returned, and the result is a document you already possess.

This also means that an unexpected result is not a ground for a refund. If a report shows that a company has a poor record, or that the person you were dealing with is not connected to the company at all, that is the report doing its job.

3. When we cannot produce a report at all: full refund

If we cannot identify the company you asked about from the information you gave us — for example because the name matches too many entities and neither a registration number nor a usable link was provided — then no report can be produced, and we refund you in full. Where possible we will tell you this before starting work, so you can supply better details instead of taking a refund.

Please note the distinction. If the company is identified but the registers hold little information about it, that is not a failure to produce a report: "we found the company, and the registers contain no adverse records" is itself a meaningful finding, and the report is delivered.

4. Paid extras we fail to deliver

If you paid for expedited delivery and we miss the expedited window, we refund the expedited fee. If you paid for an additional company and we could not identify that company, we refund that company's fee. In both cases the rest of the order is unaffected.

5. What is not refundable

• a change of mind after research has begun;
• a result you did not expect or did not want;
• a report that does not answer your question because the company was misidentified owing to details you supplied;
• use of the report in a way that our Terms of Service do not permit;
• delay caused by our waiting for information we asked you for.

6. Your rights as a consumer in the EU or UK

If you are a consumer resident in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days. Because this service is produced individually and starts immediately at your request, the following applies:

• By placing an order you request that we begin the research without waiting for the withdrawal period to expire.
• Once the service has been fully performed, the right of withdrawal is lost.
• If you withdraw after requesting immediate performance but before the service is fully performed, you will be charged an amount proportionate to the work already carried out, and the rest is refunded.

In practice this leads to the same outcome as sections 1 to 3 above. Nothing in this policy reduces any statutory right you have that cannot be waived.

7. How to request a refund

Send us the order number and the email address you ordered with, through the contact form. We reply within one working day and process agreed refunds within five working days, back to the PayPal account used for payment.

We refund the full amount we received. Any difference caused by currency conversion, or by fees charged by PayPal or your bank, is outside our control.

8. Payment disputes

If something has gone wrong, please write to us before opening a dispute with PayPal. A message usually resolves it in a day, and a dispute is a slower route for both of us.

9. Cancellation by us

We may cancel an order — for example if it would breach our terms or the law, or if the request falls outside what we can research. If we cancel, you receive a full refund.