Refund policy

Before work commences

If you paid for a service but no work has yet begun on your engagement, you may request a full refund within 14 days of payment. Within this window the cancellation is unconditional — you do not need to give a reason.

After work has begun

Once a project has started, refunds are pro-rata based on the portion of the work that remains undelivered. We document delivery stages in the order confirmation so the boundaries are explicit.

Example for the Discovery Audit (single-SKU baseline):

• No interim findings shared yet — full refund.
• Interim findings shared, final report not delivered — 50% refund.
• Final report delivered — no refund; the work product has been transferred.

Multi-stage engagements (Foundation Build, Operations) carry their own stage table in the work agreement; the same pro-rata principle applies on the stage boundaries listed there.

How to request a refund

Email hello@usersignals.ai with your order ID and a short note on why you are requesting the refund. The reason is for our service improvement, not a gate — eligibility is determined by the stage boundaries above, not by the explanation. We acknowledge requests within 5 business days.

Processing time

Approved refunds are processed back to the original payment method within 7–14 business days. Settlement time at the payment processor's end is outside our control and may add a further few days, especially for cross-border card or crypto rails.

EU consumer law note

Under EU Directive 2011/83/EU, Art. 16(m), digital services delivered with the consumer's explicit consent are exempt from the statutory 14-day cooling-off period for distance contracts. The terms above are more generous than the statutory minimum: we grant a 14-day full-refund window before work begins, and pro-rata refunds afterwards, instead of relying on the statutory exemption.

Governing law

This refund policy is governed by the law of Cyprus. For details of the merchant entity behind UserSignals, see the Imprint page.