Refund Policy

1. Before a check starts — a full refund

• While an order is unpaid nothing has been taken from you: leave it, and after seven days it cancels itself and the selected checks are released.
• Payment starts the check immediately, so the window in which it is paid for but not yet running is very short. If you changed your mind inside that window, write to us and we will refund it in full, with no reason required.

2. After a check starts — a refund when the fault is ours

A check runs automatically and costs us money at the moment it runs, so after it has started we refund where the service was not properly supplied.

• The check failed and no report was produced.
• The file could not be processed — the text will not extract, the format is damaged — and this only became apparent after payment.
• The same check of the same work was paid for twice.
• The report is plainly wrong through our fault — for example, the figures do not correspond to the content of the work because of a processing error.
• The check was stopped by technical limits on our side — as distinct from the allowance sized from your own work.
• We were unable to supply the service for any other reason on our side.

3. When a refund is not provided

A completed check is a supplied service, and the result on its own is not grounds for a refund.

• The percentage was not what you expected, or did not match a university system’s figure. We say so plainly in the Terms of Use: our figures are not comparable with other systems.
• The AI check flagged something you disagree with. It is a probabilistic estimate with known false positives, and it is not evidence.
• A source is marked unconfirmed because it is absent from open catalogs.
• The report was issued for part of the work because the search allowance sized from its length ran out: how much was checked is stated in the report itself.
• You deleted the work after paying, or ordered a check for the wrong work by mistake.
• Free checks cannot be refunded, because nothing was paid.

4. How to ask for a refund

A refund does not happen by itself — even when a check fails, the money is not returned automatically. Write to us and we will sort it out.

• Send a request through the support form or to the address at the end of this page. Give the email address of your account, the name of the work and the date of payment — that is enough to find the payment.
• We reply within three working days and decide within fourteen days of the request.
• Come to us before disputing the charge with your bank: a dispute takes months to resolve, a request usually takes a day.

5. Where the money goes back to

• Where a payment provider took the payment, the refund is made by them, back the way the money came. A payment made from the account balance is refunded to that balance.
• Funds on the balance are spent inside the Service only — they cannot be withdrawn. If no provider is named in the details at the end of this page, a refund to a card is not technically possible and the amount is credited to the balance.
• Where an organisation paid for the check, the money returns to its wallet rather than to you personally — even if you placed the order.
• A refund may be partial, where some of the checks ordered were performed and others were not.
• If the account or the organisation that paid has since been deleted, there is nowhere and nobody to refund — that situation has to be settled in correspondence.

6. The payment provider’s part in this

Where payment goes through a provider acting as Merchant of Record, the purchase contract is with them, and the final decision on a refund is theirs under their own buyer terms. This Policy describes our position and is taken into account by the provider, but it does not limit their right to refund a buyer.

Such a provider, if there is one, is named in “Who is bound by this” at the end of this page, and answers enquiries about payments, receipts and refunds. If none is named there, bring all of those to us.

7. Your rights under the law

Mandatory consumer rights under the law of your place of residence apply over and above this Policy and cannot be limited by it. In a number of countries, in particular, a buyer has a period in which to withdraw from a one-off purchase of a digital service.

By confirming your selection of checks and paying, you expressly request that performance begin immediately and acknowledge that once a check has been fully performed the right to withdraw from it is lost. Where a check has not yet been performed, that right remains, and a refund follows the first section of this page.

Where the law gives you more than is written here, the law applies.