All sales are final, with two exceptions. We issue a full refund if:
1. The report is late. We do not deliver the report within 3 business days after confirming your film is usable.
2. The film can't be used. We determine the film you submitted is unusable, and you cannot provide usable film after we ask.
Why sales are otherwise final. The evaluator's time is reserved for your player as soon as the film is confirmed usable, and the report is custom work that cannot be resold. Disagreeing with the evaluation's conclusions, including the projected level, is not grounds for a refund. Factual errors are corrected as described in the Terms of Service.
How to ask for a refund. Email [email protected] with your name and the player's name. Refunds go back to the original payment method through Stripe. Your bank typically shows them within 5–10 business days.
Re-evaluations and additional calls follow the same rule: final once purchased, except for a late report or unusable film. Additional calls are final once held.
Promotional pricing. If you paid a discounted price, a refund is the amount you actually paid.