Refund Policy

The files are delivered the moment your payment goes through, so there is nothing to post back and no restocking to do. That makes the rules short, and we would rather state them plainly here than hide them behind a form.

A refund within 14 days of purchase

Every purchase can be refunded if you ask within 14 days of your payment: downloads and bundles, the Business Decision X-Ray, Control Room Lifetime and the first payment of a Control Room subscription. This 14-day refund is our own policy and applies to every buyer, wherever you live.

The 14 days, and the 24 hours below, run from the payment time recorded on your order, which is shown on your order page.

In addition: a full refund for a proven fault reported within 24 hours

Write to us within 24 hours of your payment and, where the product has a proven fault — a calculation or file error, it does not work as it should, or it does not match its description on this site — we refund everything you paid.

"Proven" only means we can see the problem together: a file that will not download or open, a calculation that is wrong, a feature the page promised that is not there. Tell us what went wrong and, where it helps, show us; we do not ask you to jump through hoops.

Faulty files: always refunded in full

Some things are refunded whenever you notice, with no time limit and no deduction, because something is wrong with what we sold you:

• Files that will not download, or will not open after we have tried to help.
• A product that does not match its description on this site.

This is not a favour: it is your right under the law, and it is described further down.

Buying by accident

If you bought the same product twice, or bought a product that was already inside a bundle you own, tell us within 14 days and we refund the duplicate.

After 14 days

After 14 days, a purchase that works as described is no longer refunded. Faulty files and products that do not match their description are still refunded in full, as above. This is why every field on the page, the full description, the screenshots and the free samples are there before you buy.

How to ask

Write through the contact form at /support with the subject "Refund" and your order number — it looks like TC-XXXX-XXXX. What counts for the 14 days and the 24 hours is when your message reaches us, not when we reply. We usually reply the same day and always within one business day. An approved refund is sent within 2 business days, back to the method you paid with, and usually appears on your card or account within 3–5 business days.

EU consumers

When you buy a download, you give at checkout your prior express consent to the digital content being supplied immediately and you confirm that you thereby lose the statutory 14-day right of withdrawal; we repeat that consent and confirmation in your order email, so you keep a copy of it. When you buy the Business Decision X-Ray or a Control Room plan, you give the same consent and confirmation in the payment window, before you pay; we repeat them in your purchase email. The same applies when you subscribe to the Crisis Optimizer ($20 a month): you give the consent and confirmation in the payment window and we repeat them in your purchase email, together with the links to open and to cancel the subscription.

That is what point (m) of the first subparagraph of Article 16 of Directive 2011/83/EU — as amended by Directive (EU) 2019/2161 — provides for downloads that begin at once. Our own 14-day refund described above applies all the same.

Your statutory rights are not a concession of ours and are not limited by anything on this page: a faulty file, or a product that does not match its description, is dealt with under Directive (EU) 2019/770 and is refunded in full, whatever the time that has passed.

We do not sell to buyers in the United Kingdom.

Subscriptions

The rules above apply to subscriptions as they state. In addition:

• Free trial. New accounts no longer get a free trial (since 14 October 2026). Nothing is charged during a free 7-day trial that started before then, so there is nothing to refund.
• Cancelling. You can cancel at any time from the billing page; the subscription stays active until the end of the period already paid and does not renew. There is no cancellation fee. The Crisis Optimizer subscription is cancelled the same way, from the “Manage or cancel subscription” link in the app or in your purchase email; it has no trial — its first full run is free and nothing is charged for it.
• Refund of a payment. Any subscription payment, including a monthly renewal, is refunded if you ask through /support within 14 days of that payment.
• Faults. A proven fault is refunded as described above, and your statutory rights are not affected.
• EU consumers. When you pay, you ask for access to start at once and accept that the service begins within the withdrawal period. You can still ask for a refund within 14 days of paying, as above.

Closing your account cancels the Business Decision X-Ray subscription at once; the Privacy Policy explains what is deleted.

When your licence ends

A refunded purchase ends your licence to use the files and your access to the software. Please delete the copies you downloaded.