Refund Policy

Two things can be refunded: a credit purchase, meaning the money you transferred to us, and a service, meaning the credits deducted when a service was started. They follow different rules and are described separately below.

Unused credits are refundable in full for fourteen days after the payment was received, with no explanation required. Send the order reference to [email protected] and we return the money to the account the transfer arrived from.

After fourteen days, unused credits remain valid for twenty-four months but are no longer refundable in money. They can still be spent on any service.

If part of the balance has already been spent, we refund the unspent portion at the purchase price and keep the value of the services already delivered. Any promotional discount is applied proportionally to the refunded portion.

Investigations are digital services delivered immediately on request. When you start a service you explicitly ask for immediate performance and acknowledge that, once the report has been delivered, the statutory fourteen-day withdrawal right for that individual service is exhausted.

Your withdrawal right over the remaining, unstarted balance is unaffected and is handled under the unused credits section above.

We return the credits spent on a service if the report was not delivered, if it analysed a configuration you did not submit, if it contains factual errors in the reference data we used, or if the technician session included in the service did not take place for reasons on our side.

Credits are also returned automatically when we cannot complete an investigation because the inputs were incomplete or contradictory.

Disagreement with an honest conclusion is not a defect. In particular, a verdict that an upgrade is not necessary, or that the bottleneck is not the component you expected, is a delivered result.

We do not promise a specific frame rate, temperature or latency figure after our recommendations are applied, so a smaller-than-hoped improvement is not by itself grounds for a refund. Where measurements show that our diagnosis was wrong about the limiting component, we re-run the investigation at no cost or refund the credits.

Write to [email protected] from the email address on the account, quoting the order reference and the case number if the request concerns a service. Describe briefly what went wrong.

We acknowledge requests within two business days and decide within fourteen days. Money refunds are issued to the original payment source; bank transfers are returned to the sending account and usually arrive within five business days of approval.

Please contact us before disputing a payment with your bank, as a dispute freezes the account until it is resolved. Repeated refund requests that follow a pattern of consuming reports and then reclaiming credits may lead to refusal of further refunds and to account closure.

Billing questions: [email protected]. If you are unhappy with a decision you may escalate to [email protected] and, as a consumer, you retain the right to use your national alternative dispute resolution body.