Cancellation and refund policy
Digital content and immediate fulfillment
Where local law permits, before payment the customer must expressly request immediate performance of the digital content and acknowledge that they may lose their right of withdrawal once access/generation has begun. This box is never pre-checked. The order confirmation must include this agreement on a durable medium.
Refunds
The mandatory withdrawal, compliance, and refund rights of the customer's country always take precedence. Outside of these rights, a report that has already been generated and can be restored does not qualify for an automatic refund. However, we review requests concerning non-delivery, technical errors preventing generation, or duplicate billing. Contact: À renseigner avant ouverture commerciale; provide the transaction ID, date, billing country, and a description of the problem, never the raw DNA file.
Timeframes and method
All decisions are communicated by support. When a refund is due or accepted, it is credited to the original payment method, subject to the processor's technical timelines and applicable mandatory rules. Voluntary deletion of the report after delivery does not in itself create a right to a refund.
Voluntary deletion
You can choose to permanently delete the encrypted report and the restoration right with the exact raw DNA file. This deletion does not remove billing records that the payment processor is legally required to keep.