Refund Policy

1. Always refundable

Regardless of the product or how far you got with it, we refund in full:

• duplicate charges caused by a technical error on our side;
• charges you did not intentionally make (fraud, account compromise) — please also change your password and tell us;
• a product we failed to deliver: a report that never generated, a course that never unlocked, a subscription whose gated layers never opened, or a Human Intelligence Profile report not delivered within 24 hours of completing the assessment;
• a product that is materially not what the product page described at the time of purchase.

2. Intel Map subscriptions

A subscription is a monthly licence. Card subscriptions renew on each billing date until you cancel; invoiced subscriptions run for the paid month and continue when the next invoice is paid. To cancel, email contact@tricellix.com from the address on the account (card subscriptions can also be cancelled from the account page once card billing is enabled); access continues to the end of the paid period and no further charge is made. We do not refund the unused part of a period that has already been charged.

If we withdraw a gated layer or data payload from your tier during a paid period and do not replace it with an equivalent, you may ask for a pro-rata refund of that period.

3. Human Intelligence Profile

Deep Profile, CAA Report and TSF Report are digital content generated from your own answers. Before you begin the paid assessment you may request a full refund, no reason required, within 30 days of purchase.

Once you submit answers to a paid instrument, the analysis is generated from them and the service is delivered — refunds are no longer available, even if you stopped part-way through. By starting the assessment you agree that delivery begins immediately and that you lose the right to withdraw once it has begun.

Upgrades (Deep Profile → CAA, CAA → TSF) follow the same rule from the moment the upgraded instrument is started.

4. Courses

You may request a full refund within 14 days of enrolment provided you have completed less than 20% of the course modules and no certificate has been issued.

After 14 days, or once 20% or more of the modules are marked complete, or once a certificate has been issued, the course is treated as delivered and is not refundable. A course withdrawn from the catalogue before you finish it is refunded pro-rata to the modules remaining.

5. Report editions and Opportunity Dossiers

Report editions and Business Opportunity Intelligence dossiers are generated on demand for the subject and inputs you choose. Once generation has started they are not refundable except under "Always refundable" above (failed generation, defect, or content that does not match the description).

A dossier or report that generates with a material factual or structural defect is regenerated at no cost; if a regeneration cannot fix it, the purchase is refunded.

6. Commissioned reports and advisory services

Commissions are governed by the proposal you accept and by the Engagement Terms. The reservation deposit is refundable in full until the scoping call has taken place; after scoping it is applied to the engagement and refundable only pro-rata against milestones that have not yet been started, less any third-party data costs already incurred.

Once a milestone deliverable has been accepted, or deemed accepted under the Engagement Terms, the fee for that milestone is earned and not refundable. If we cancel an engagement for reasons other than your breach, sanctions screening or a legal bar, we refund every fee for work not yet delivered.

7. How to request a refund

Email contact@tricellix.com from the address you bought with, quoting the order reference from your confirmation email and, if relevant, the reason. We answer within 2 business days. Approved refunds go back to the original payment method — cards typically show them within 5–10 business days depending on your bank; bank-transfer invoices are refunded to the paying account.

Refunds are made in the currency and amount charged. We cannot compensate exchange-rate differences or fees charged by your bank or card issuer.

8. Chargebacks

If you dispute a charge with your bank without contacting us first, we will provide the bank with the purchase, delivery and (where applicable) assessment timestamps. A chargeback opened after a product has been fully delivered may lead to the account being closed. We would much rather refund you directly where something went wrong — please write to us first.

9. Statutory rights

If you are a consumer in the European Economic Area or the United Kingdom you have a 14-day right to withdraw from distance purchases. For digital content and services that begin immediately (the paid assessment, generated reports, course access) you consent at checkout to immediate delivery and acknowledge that the withdrawal right is lost once delivery begins, as this policy describes. Your statutory rights in respect of defective or non-conforming products are unaffected.