This Refund Policy applies to paid digital reports or other paid digital products sold directly by IQ Lens.
1. Free assessment
No refund applies to the free assessment because no purchase is required.
2. Paid digital reports
A paid personal report is a digital product generated from an assessment attempt. Because it may be generated and delivered immediately after purchase, different rules may apply to digital content than to physical goods.
Before purchase, the checkout must clearly show the price and what the user will receive.
3. When we will consider a refund
We will normally consider a refund where:
- you were charged more than once for the same purchase;
- payment was completed but the paid report was not delivered or made available after reasonable troubleshooting;
- a material technical defect prevents access to the purchased report and we cannot provide a working replacement;
- the transaction was unauthorized, subject to verification and the payment provider's procedures;
- a refund is required by mandatory consumer law.
4. Change of mind and immediate digital delivery
Where applicable law gives a cooling-off or withdrawal right for online purchases, digital content may be subject to special rules once delivery begins.
If we ask you to request immediate delivery and to acknowledge that starting the digital delivery may affect or end a statutory withdrawal right, that choice must be presented clearly before purchase.
If the required consent or acknowledgment was not properly obtained, your statutory rights remain unaffected.
5. How to request a refund
Contact [SUPPORT EMAIL] and include:
- the email used for the purchase;
- transaction/order identifier;
- purchase date;
- a short description of the issue.
Please contact us as soon as reasonably possible and, where practical, within 14 days of purchase. This does not reduce any longer mandatory statutory period that applies to you.
6. Processing
Approved refunds are normally returned through the original payment method. Banks and payment providers may require additional time to show the refund in your account.
We may refuse requests that show evidence of fraud, abuse or repeated attempts to obtain the same digital content without payment, except where mandatory law requires otherwise.
7. Chargebacks
If you believe a payment problem can be resolved by us, please contact support before initiating a chargeback. This does not limit any statutory or payment-provider rights you have.
8. Contact
Refund support: [SUPPORT EMAIL]