Refunds, cancellation, and digital delivery

This policy applies to:

• free assessment summaries;
• paid digital reports where offered;
• future digital downloads, checklists, or account-based products;
• consumer and small-business purchases unless a separate written agreement applies.

Custom business, white-label, expert-referral, or consultancy services may have separate cancellation and refund terms in a signed agreement or order form.

Free assessments and free summaries do not create a payment obligation. Because no price is paid, there is no refund for a free service. You can stop using the free service at any time.

ReloClear paid reports are intended to be digital content generated from your assessment answers and delivered online or by email shortly after purchase. Report generation may begin immediately after checkout if the product and payment flow are configured that way.

Before buying, you should review your answers carefully. A report based on incorrect, incomplete, or outdated answers may be less useful, and that alone may not make the report refundable once digital performance has begun.

Starting Premium does not immediately remove the 14-day withdrawal right for the ongoing service. If you withdraw during that period after requesting an immediate start, a proportionate charge for service already provided may apply. Loss of the right requires full performance and the legally required consent and acknowledgement. The report included in a bundle is separate digital content.

Premium is a six-month digital service sold as a one-time purchase without automatic renewal. The €59 package includes Premium and one Full Report. A qualifying €20 upgrade or €20 renewal grants Premium access only and does not include another Full Report.

If a full successful refund is confirmed, access created by that order is revoked. Refunding a €20 upgrade or renewal revokes only the Premium term created by that order; the earlier Full Report remains. Refunding the €59 package revokes both its Premium term and its included Full Report. A partial refund is recorded but does not automatically revoke access. Mandatory consumer remedies always take priority.

If you are a consumer in the EU/EEA or another jurisdiction with similar rules, you may generally have a statutory right to withdraw from a distance contract within 14 days. For digital content that is not supplied on a tangible medium, that right may be lost once performance begins if you gave the required prior express consent and acknowledged that you would lose the withdrawal right.

Subject to mandatory consumer rights, refunds may be refused where:

• the paid report has been supplied after valid immediate-delivery consent and acknowledgement;
• the report reflects the answers you provided, but your circumstances later changed;
• you disagree with an informational risk assessment or route band, but the service was delivered as described;
• an immigration authority, employer, school, consulate, or third party later makes a different decision;
• you bought the wrong product but digital supply began with valid consent before you contacted us;
• you breached the Terms of use or used the product abusively.

For report access, product questions, refunds or withdrawal, contact ReloClear at contact@reloclear.com or use our withdrawal form. For Managed Payments purchases, Link is the seller of record shown on the receipt and handles payment, invoice and tax support through the receipt support link. Either support route can help direct a refund request; you do not have to contact both.

Email contact@reloclear.com as soon as possible with:

1. the email address used for the purchase;
2. order ID, receipt, or payment reference if available;
3. the report or product concerned;
4. the reason for the request;
5. any screenshots or error messages if delivery failed.

We may need to verify the order, payment status, delivery status, report-generation status, and the legal basis for the refund before deciding the request.

Approved refunds are normally returned to the original payment method through the payment provider. Bank, card, currency-conversion, and provider processing times may vary. If the original payment method is no longer available, we may ask for additional information to process the refund lawfully and securely.

Any payment-provider fees, exchange-rate differences, or bank charges are handled according to applicable law, provider rules, and the facts of the refund.

Contact us first if something went wrong. If you open a chargeback or payment dispute, we may provide the payment provider with order, delivery, consent, and support records needed to respond.

We may update this policy as checkout, payment providers, consumer rules, and product delivery change. Mandatory consumer rights apply even if this policy is updated or incomplete.