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Customer Protection

Refund And Failed-Report Policy

Last Updated: May 31, 2026. Policy version 2026-05-31. This policy applies to TraxIntel, Inc. Deep Search, Monitoring, report delivery, support, and billing workflows.

Purpose Of This Policy

This policy defines how TraxIntel reviews refunds and failed-report cases. It is intended to protect customers when we fail to deliver, charge incorrectly, reject a case for policy reasons, or deliver a report that cannot be used because of a technical or scope failure.

A negative result, a lower-confidence lead, or a lawful source limitation is not automatically a failed report. Those cases still need a report that explains what was reviewed, what was not found, and which limitations apply.

Covered Refund And Failed-Report Cases

Non-delivery

When this applies: A paid report, monitoring alert, download link, or promised access path is not delivered after the stated delivery window because of a TraxIntel system, queue, payment-handoff, or support-routing failure.

Customer outcome: Customer may choose a full refund or a corrected delivery attempt when TraxIntel confirms the service was not delivered.

Operational action: Confirm payment, order state, report/share-link state, notification evidence, and support ticket history before issuing the refund or rerun decision.

Duplicate purchase or duplicate billing

When this applies: The same customer is charged twice for the same case, monitoring period, subscription renewal, or checkout attempt without receiving a distinct additional service.

Customer outcome: Refund the duplicate charge once payment records show the duplicate purchase or duplicate billing event.

Operational action: Record the Stripe refund ID, duplicate payment reference, local billing record, reason, amount, and reviewer in the support note.

Unusable report

When this applies: A delivered report is blank, corrupt, inaccessible, missing the paid scope, missing the evidence lineage needed for review, or blocked by a technical error. A report is not unusable only because it contains negative results or lower-confidence leads.

Customer outcome: Offer corrected delivery, a rerun, partial refund, or full refund depending on whether TraxIntel can repair the report within the refund decision window.

Operational action: Preserve the original report evidence, identify the failed section or access path, and document whether correction, rerun, or refund is the customer-protective outcome.

Prohibited-use rejection

When this applies: TraxIntel rejects, pauses, or closes a case because the requested use appears unlawful, abusive, private-access dependent, platform-evasive, or regulated eligibility use outside an approved program.

Customer outcome: If the case is rejected before collection or analyst work starts, refund the payment. If work has started or abuse evidence must be preserved, provide a written explanation and apply a partial refund or no-refund decision only after manual review.

Operational action: Document the policy family, preserve the minimum abuse or compliance evidence needed, avoid sharing unsafe instructions, and route unresolved disputes through support escalation.

Cancellation

When this applies: The customer asks to cancel a Deep Search order, monitoring subscription, renewal, or enterprise workflow before or after work has started.

Customer outcome: Cancel future monitoring renewals when available. Refund one-time Deep Search cancellations before investigation work starts, and review started work under the failed-report or prohibited-use rules when applicable.

Operational action: Confirm cancellation state in Stripe or the local order system, note whether fulfillment had started, and avoid promising refunds for completed billing periods unless billing error, non-delivery, or service failure applies.

Review Window And SLA

Refund or failed-report reviews should be requested within 14 calendar days of the charge, report delivery, prohibited-use rejection, cancellation event, or missed delivery window. Non-delivery, duplicate purchase, platform outage, or legal/compliance exceptions may still be reviewed after that window.

Initial support response target: 24-48 hours. Refund decision target: within 5 business days after TraxIntel receives the order reference, account email, and facts needed to review the request.

How To Request A Review

Email [email protected] and include only the information needed to confirm the purchase and review the issue.

  • Name and email used at purchase.
  • Order, Checkout Session, subscription, invoice, report, or support ticket reference if available.
  • Service purchased and purchase date.
  • The refund or failed-report reason, with screenshots only when they prove the delivery or billing issue.

For escalation paths, privacy boundaries, security reports, or abuse reports, review the Support & Escalation Policy.

Chargebacks And Payment Disputes

Contacting support first usually resolves billing or delivery problems faster than opening a payment dispute. If a chargeback is opened, TraxIntel may need to preserve payment, report-delivery, and support evidence while the processor reviews the dispute.