Refund Policy
This Policy applies to one-time report purchases. Creem acts as Merchant of Record and processes payment and refunds; Jev Benchmark Lab determines product-level eligibility subject to applicable law.
1. Automatic full refunds
You are eligible for a full refund when:
- you cancel before the paid job begins;
- the same order is charged more than once;
- our service or provider cannot deliver a COMPLETE report within 24 hours of payment; or
- automated retries end as PARTIAL or FAILED and you choose refund instead of a free rerun.
The product must expose these options without requiring manual support.
2. Free rerun option
Eligible technical or provider failures may receive one free rerun using the same validated dataset, question configuration, and limits. New data, a different model/version, or a materially changed question is a new report.
3. Completed reports
A COMPLETE report is generally not refundable for a change of mind. A remedy may still apply for a material defect, material mismatch, duplicate charge, or where law requires it. A disappointing NO-GO, accuracy, calibration, or fallback result is not a defect.
4. Seven-day report access
The report link is available for up to seven days and can be deleted sooner. Expiration after the disclosed period is not by itself a refund reason.
5. Immediate performance and consumer rights
Where required, checkout will ask for an express request to start immediately and acknowledge the effect on withdrawal rights. Mandatory consumer rights remain unaffected.
6. How refunds are processed
All refunds are submitted through Creem to the original payment method. Settlement timing depends on Creem, payment networks, and the buyer's bank. Use the self-service order/report page first; email support@jevbenchmark.app only for inconsistent or unavailable order status, and never attach a dataset or report.