How to get your money back.
One email is enough. There is no form to fill, no retention call and no "contact your account manager". Below is exactly what happens in each case.
One-off reports (Evidence Pack)
Before we start
Ask any time before we begin screening and you get a full refund, no questions.
Typically the same day you ordered.
100%If the report is materially wrong
If a verdict does not follow from the datasets we name, we redo it at no cost — or refund it in full if you prefer.
Tell us within 30 days of delivery.
100%If you simply changed your mind after delivery
The work is done and the evidence is yours, so we do not refund it. We will still hear you out.
We would rather say this than surprise you.
no refund
Monthly and annual subscriptions
Cancel any time by email; it takes effect at the end of the period you already paid for and you keep the service until then. We do not refund partial months.
Annual plans: full refund within 14 days of the charge if you have not had a screening run. After that, we refund the unused whole months if you cancel because we failed to deliver what this site promises.
Your evidence vault: when a subscription ends you can ask for an export of everything we hold for you, and we will send it. We do not hold your records hostage to keep you paying.
If you are a consumer in the EU
You have a 14-day right of withdrawal on distance contracts. Because our service starts as soon as you send your parcel list, we ask for your express consent to begin immediately; if you then withdraw, we charge only the proportion already performed. Most of our customers are businesses, for whom this right does not apply, but we will not use that to avoid being fair.
How to ask
Write to info@prometheus-agency.com with the email you paid from. We reply the same business day and money goes back through Stripe to the original payment method, usually within 5-10 business days depending on your bank.