Refund and cancellation policy
Refunds, cancellation, and digital delivery
This policy explains how refunds and cancellation work for free assessments, paid digital reports, and future paid services.
Last updated July 21, 2026
Immediate digital delivery
ReloClear reports are digital content that may be generated shortly after payment. Where mandatory law requires it, the checkout flow asks for express consent to immediate digital performance and acknowledgement that the statutory withdrawal right may be lost once performance begins. Mandatory rights remain unaffected if those requirements are not satisfied.
1. Scope
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.
2. Free services
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.
3. Paid digital reports
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 A report based on incorrect, incomplete, or outdated answers may be less useful, and that alone may not make the report refundable once digital performance has begun.
4. Consumer withdrawal rights
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.
| Situation | Typical outcome |
|---|---|
| You cancel before report generation or digital delivery begins. | You may be entitled to cancel and receive a refund, subject to mandatory law. |
| Report generation starts after proper express consent and acknowledgement. | Your statutory withdrawal right may be lost or limited for that digital content. |
| The report is not delivered because of a ReloClear error. | We will try to fix delivery or provide a refund where required or reasonable. |
| You were charged twice for the same report. | We will refund the duplicate charge after verification. |
| The product is materially defective or not as described. | Mandatory consumer remedies apply. We may correct, replace, or refund depending on the issue and applicable law. |
5. Non-refundable situations
Subject to mandatory consumer rights, refunds may be refused where:
- the paid report has already been generated or delivered after valid immediate-delivery consent;
- 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 report generation started before you contacted us;
- you breached the Terms of use or used the product abusively.
6. How to request a refund or cancellation
Email contact@reloclear.com as soon as possible with:
- the email address used for the purchase;
- order ID, receipt, or payment reference if available;
- the report or product concerned;
- the reason for the request;
- 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.
7. Refund method and timing
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.
8. Chargebacks
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.
9. Changes to this policy
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.