Refund Policy

1. The short version

1.1 Who you are buying from. LeMans Labs OÜ, a private limited company (osaühing) registered in the Republic of Estonia under commercial registry code 16872044, registered address Valukoja 8/1, 11415 Tallinn, Estonia. "We" and "us" mean that company, which trades under the brand LeMans Labs; "a report" means one of the reports offered on this site. Our full provider details, the address for notices and the complaints route are in section 1 and section 20 of the Terms of Service and in the Privacy Policy. There is no separate legal notice page and nothing is kept behind one.

1.2 Five positions, in this order.

1. Some refunds are automatic and you never have to ask. A report that fails, an order we refuse or cancel before delivery, and an order for a report about another person where that person does not confirm. Section 2.
2. If you are a consumer in the European Union or the United Kingdom you have a statutory right to withdraw within 14 days, and a narrow set of conditions under which you give it up. Section 3.
3. If a report is not what we described, you have legal remedies we cannot take away. Section 4.
4. Once a report has been delivered and the withdrawal right has been validly given up, there is no refund as of right. There is a list of grounds we refund on anyway, and we would rather pay you than argue with you, but it is our decision and we do not pretend otherwise. Sections 5 and 8.
5. Section 8 says what is not refundable, and why.

1.3 The order is deliberate. Positions 2 and 3 are yours whether or not this document exists, and nothing here reduces them. Position 1 is a contractual promise we make because charging for work we did not do is indefensible. Position 4 is the honest description of what is left, rather than a promise we would have to break.

1.4 We do not rely on a saving sentence, and here is what we say instead. A sentence stating that a term applies only so far as the law allows does not make an unfair term fair, so we do not offer one and we do not rely on one. Clause 11.3 of the Terms of Service says the same. What we say instead is narrower and is meant to operate. Where a clause of this document would give you less, on the same question, than the mandatory consumer law of the country where you habitually live gives you, that clause does not apply to you at all and the law applies in its place. Where a clause of this document is unfair, it falls and the rest stands without it. Each clause is intended to be fair as drafted, and if one of them is not, the answer is to change it rather than to save it.

1.5 This document owns the refund position. Other documents of ours state a refund consequence for their own subject matter: the Terms of Service at clauses 6.5, 7.2, 14.3, 15.2 and 15.4, the Payment Terms at section 6, the Acceptable Use Policy at clauses 4.7 and 10.6, the Beta Features and Pre-release Notice at section 4, the Data Retention notice at clauses 3.4, 4.2 and 8.4, and the Report Accuracy and Public Data notice at clauses 7.6 and 7.8. It is not true that this is the only place a refund is mentioned, and we do not say so.

Where any of them and this document differ on whether, when or how much money comes back, this document governs, with three exceptions. Section 6 of the Terms of Service governs the withdrawal right itself and clause 3.2 below is to be read as one requirement with clause 6.3 of those terms. Section 4 of the Beta notice governs a beta order wherever it is more generous to you. And clause 8.5 below governs a delivered report we withdraw because you broke our rules about the subject or about use.

Nothing in this clause creates an entitlement this document does not otherwise give, and nothing in it removes a right you have by law. The version of this document in force when you bought governs your order.

1.6 What is live today, and what is not. Checkout is open, payments are taken and reports are produced and delivered. The automatic refunds in section 2 run without anyone pressing a button: a run that does not complete, and a public record too thin to reach the source minimum in clause 4.2, are both refunded in full by the same code that records the failure. Payment is taken before a report is produced, so what you see is the charge and then the refund, with no request from you.

Three things below do not describe the product as it stands, and we would rather name them here than leave you to find them:

• The consent step in clause 2.5 was not built, and will not be. A report about a person is sold only to that person, who confirms at checkout that the subject is themselves. An order for a report about somebody else is refused at checkout rather than emailed to them for permission, so nothing is ever produced on the strength of a third party's agreement and the refund in 2.5 has nothing left to trigger it.
• A combined package is not delivered in parts. Where either report cannot be produced, the whole order fails and the whole price comes back automatically. The partial delivery described in clause 2.2 and section 6, and the choice in clause 6.2, therefore describe an outcome the system does not currently produce – and the outcome it does produce is the more generous of the two.
• The section figures in clause 4.2 no longer match what we build. A Company X-Ray and a Founder X-Ray each work through more sections than the figures stated there. Clause 4.2 binds us as it is written.
• The package changed on 14 August 2026 and this document has followed it. It used to be one document containing both rubrics plus cross-analysis sections that read the founder against the company. It is now two separate reports and nothing else, at the same price. Section 6 and clause 4.2 describe the product as it now is; an order placed before that date is governed by the version of this document in force when it was placed, under clause 1.5, and that version is the one that still describes the cross-analysis.

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2. Refunds we make automatically

2.1 A failed report is never billable. If the process that produces your report does not complete, the report will be marked failed and the full amount refunded automatically, with no request and no decision by anyone. The refund notice will reach you with the failure notice.

2.2 What counts as a failure. Our system not producing the report you paid for: the process stopping, the release checks in clause 4.2 not being met for the whole of your order, or the finished document not being deliverable.

A report produced as described that tells you something you did not want to hear is not a failure. Section 4 covers the case where it does not match what we described.

The Executive Package is two reports and clause 4.2 sets a minimum for each of them separately. Where you ordered an Executive Package and one of the two reports was produced in full and met its own minimum, that is a partial delivery rather than a failure of the whole order, and section 6 governs it, including your right under clause 6.2 to take the whole price back instead. Where neither report was produced in full, that is a failure and the whole price is refunded automatically.

2.3 Timing, and what a timing figure on this site is. We publish no delivery time and give no delivery commitment. Where a timing figure appears anywhere on this site, it is a target we have set and not a measurement of how the process performs: at the date of this document no report has been produced, so no such measurement exists, and clause 2.4 of the Beta Features and Pre-release Notice says the same. A timing figure is not part of the description in clause 4.2 and is not a term of your contract. When we have measured our own performance we will publish the measurement and say that is what it is.

What we commit to is the remedy rather than the time, and none of it depends on our agreement. Until the finished report is available to you, you may cancel for any reason and be refunded in full, with no charge or deduction for work done or compute spent (clause 3.5). If we have not delivered within a reasonable time, you may cancel and be refunded in full. If the report fails, you are refunded automatically under clause 2.1. An order waiting on a confirmation under clause 2.5 waits for as long as the person we asked takes to answer, which is outside our control and yours, and clause 2.5 says what happens if they never do.

2.4 Orders we will not produce, and orders we may decline. We will not produce a report where producing it would be unlawful, would breach someone else's rights, would fall within a prohibited use, or where the subject cannot lawfully be analysed. Where we know or conclude that any of those applies, we will refuse the order before work starts, or cancel it before delivery. That is an obligation on us and not a discretion we may waive. Clause 12.1 of If a Report Names You states the same obligation where a request matches an entry on our do-not-report list.

We may also decline an order, or cancel it before delivery, on the further grounds in clauses 14.3 and 15.2 of the Terms of Service, which are matters of our own judgement rather than of legal necessity: that we cannot resolve the public record to one identifiable subject, that we believe the brief breaches the Acceptable Use Policy, or that we believe the order is fraudulent or part of a pattern of card testing.

In either case the full amount is refunded immediately and no charge stands, and we will tell you that the order was cancelled and refunded. We may not be able to tell you why, because the reason is sometimes information about another person that is not ours to share. Clause 15.3 of the Terms of Service and clause 12.2 of If a Report Names You explain that, and explain why we will not confirm it either way.

2.5 Where a report is about someone else and they do not confirm. A report about a person is produced in two situations and no others: it is about you, and we have satisfied ourselves of that by your control of the email address or of the profile the report is bound to; or it is about somebody else, and we have emailed that person a request describing what the report is and who asked for it, and they have confirmed to us that they agree. Production does not start until then. Section 3.2 of the Beta notice and section 5 of If a Report Names You set out that step.

If they do not confirm within the window stated in If a Report Names You, your order is cancelled and refunded in full, automatically, without your having to ask. We will not tell you whether they refused or simply did not reply, because that distinction is information about them. Your own warranty about the subject, in clause 4.3 of the Terms of Service, still stands and you still answer for it: asking them is on top of your word rather than instead of it, and clause 8.5 below says what happens to the money where that warranty turns out to be false.

2.6 If our payment provider flags the transaction. Payments will be screened for fraud, and an order may be declined or refunded on that basis. That is a decision taken in advance rather than an unexplained reversal, and we will say so when we make it.

2.7 A cancelled or refused order will be recorded separately from a refund of a delivered report, under its own ground in clause 5.3, so that it does not read as a concession about quality that we did not make.

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3. Your right to withdraw, and how it is given up

3.1 The right, and who has it. If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from a distance contract for digital content within 14 days, without giving a reason, and there is a narrow set of conditions in clause 3.2 under which you give it up. Clause 6.1 of the Terms of Service states the same scope and the two are to be read as one.

We sell in more places than that. If you buy from anywhere else, the law where you live may give you a right of this kind, a different one, or none. Where the mandatory consumer law that applies to you gives you a withdrawal or cancellation right, that right applies and clause 1.4 governs. Where it gives you none, we do not tell you that you have one, and what you have instead is section 2, section 4, section 6 and section 7 of this document, none of which depends on this section applying to you.

3.2 How the right is given up: three conditions, all required.

(a) you expressly asked us to begin producing the report immediately, before the end of your 14-day period;
(b) you separately acknowledged that you lose the right to withdraw once the finished report has been supplied to you; and
(c) we confirmed both to you on a durable medium.

We will take (a) and (b) as one control, unticked, actioned by you, immediately above the pay control, carrying both statements in one sentence. It will not be pre-ticked. It will not be bundled with acceptance of the Terms of Service, with the Privacy Policy, or with any other confirmation we ask you for at checkout. The words will be these, and the sentence will be reproduced in full in the confirmation:

"I ask LEMANS LABS to begin producing this report immediately, and I understand that once the finished report has been delivered to me I lose my fourteen-day right to withdraw from this purchase."

Against your order we will record the wording exactly as it was displayed to you, the version identifier of that wording, and the time you actioned it.

Clause 6.3 of the Terms of Service states the same requirement in the same words. This clause and that one are to be read as one requirement, and where they are ever capable of being read differently, the reading that requires more of us governs. Clause 1.5 does not operate to reduce anything clause 6 of the Terms of Service requires.

3.3 If any of the three did not happen, the right survives in full. The exemption is available only where all three conditions in clause 3.2 were satisfied before production began. If a control was pre-ticked, if it was bundled with anything else, if the words shown were not the words above, or if the confirmation never reached you, the waiver is not effective and you keep the 14-day right even after delivery. The confirmation will be sent when your payment is confirmed, from the payment step rather than the report pipeline, so a problem producing your report cannot also destroy the record of what you agreed.

We state this plainly because the whole of position 4 in clause 1.2 rests on it. Where the record is missing or incomplete for an order, the question is resolved in your favour.

3.4 In practice. If you ask to withdraw within 14 days and we cannot show a valid record of all three conditions, we will refund you without argument and record it as a statutory withdrawal.

3.5 Before delivery, nothing has been given up. The exemption depends on the content having been fully supplied, and until the finished report is available to you it has not been. Until that moment you may cancel for any reason, the refund is the whole amount, and we make no charge or deduction for work done or compute spent. The cut-off is the moment the finished report is available to you, not the moment you pay.

3.6 How to withdraw. You may withdraw by writing to [email protected] and saying so, or by post to LeMans Labs OÜ, Valukoja 8/1, 11415 Tallinn, Estonia. No particular form of words is required and you do not have to use Annex A.

Before checkout opens we will also publish an online withdrawal function at lemanslabs.com/legal/withdraw, reachable without signing in, because at the moment you are most likely to want it you may have no account with us at all. That function is not built today. Until it is published, this clause states the only routes there are, and [email protected] is monitored and answered.

A withdrawal is effective on the day you send it, to any address we have published anywhere. If another document of ours names a different address, that does not make your notice ineffective and we will not argue that it does.

3.7 What you get back. Everything you paid, including any tax charged, with no deduction of any kind. We do not deduct the payment-processing fee. We absorb it.

3.8 Timing. We will refund without undue delay and within 14 days of being told. Your access ends when the refund is made.

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4. If a report is not what we described

4.1 This right is not conditional on our agreement. If a report does not match what we described before you bought it, you are entitled to have it put right; and if we cannot put it right within a reasonable time, or without significant inconvenience to you, to a reduction in the price or to cancel and be refunded. That right lasts for the statutory period rather than 14 days, and nothing in this document or in our terms removes it or makes it turn on whether we agree with you. Clause 10.2 of the Terms of Service and clause 7.6 of the Report Accuracy and Public Data notice say the same.

4.2 What "described" means, and the minimum we commit to. It means what we told you about the product you bought, before you bought it: the product page for that product, this document, the Report Accuracy and Public Data notice and the Terms of Service.

The sample reports at /samples are not part of it. They show the format and the rubric and nothing else. Every number in a sample was written to show the format: the dimension values, the headline scores, the source counts, the percentages and the captions describing a corpus. None is a measurement of anything, none is a real assessment of the company or person named, and none is a representation about how many sources a report will read, how long a report will be, or what a report about any particular subject will contain. Clause 10 of the Report Accuracy and Public Data notice states the same and governs the samples.

As a contractual minimum, a delivered report will carry:

• the sections stated for that product: 17 for a Company X-Ray, 11 for a Founder X-Ray, 28 for the Executive Package, being 17 plus 11 and nothing else, with the minimum applying to each of the two reports separately;
• a headline Intelligence Score that is the plain unweighted arithmetic mean of six published dimension values, reproducible by hand from the six numbers printed in the report;
• at least 40 distinct sources for a Company X-Ray and at least 25 for a Founder X-Ray; for the Executive Package, at least 40 for the company report and at least 25 for the founder report, counted separately; in each case with the number actually read printed in the report; and
• evidence on every finding, and on every finding a stated evidence strength, computed from the evidence rather than asserted by the system that wrote the finding.

Evidence strength describes how much independent and recent material supports a statement. It is not a probability that the statement is true, and we publish no accuracy rate for our findings because we do not have one. Section 9 of the Report Accuracy and Public Data notice defines the levels and how independence and recency are counted, and that definition is the contractual one. Where a report, a screen or any other document of ours labels this value "confidence", it means evidence strength as defined there and nothing more.

4.3 Those are minimums, not a ceiling. If we made a specific statement about the product you bought before you bought it, that counts too, with two exceptions we state rather than bury: the sample figures excluded by clause 4.2, and timing, which clause 2.3 deals with. This clause is not an attempt to shrink our own description to the four items above.

4.4 Where a disagreement is not a non-conformity. In our view a report is not non-conforming merely because it reaches a conclusion you dispute, because the public record is thinner than you hoped, or because a source we read was itself wrong. That is our view and it does not decide the question: clause 4.1 still applies in full and section 11 is open.

4.5 How a correction is handled is in the Report Accuracy and Public Data notice. This document governs the money.

4.6 Suppression or correction of a finding, and what it does to your money. Where the person a report is about tells us a finding about them is wrong, we suppress that finding while we examine it, and we tell you we have done so. Clause 4.2 of the Report Accuracy and Public Data notice explains why we suppress first and examine afterwards, and clause 13 of If a Report Names You is the route they use.

Everything we owe you about the size and contents of a report is measured at delivery, before any suppression under that clause. A report from which a finding has later been suppressed, or from which a finding has been removed because the evidence did not support it, still meets the minimum in clause 4.2: the section count is measured on sections delivered rather than on findings retained, and a report is not short of its source floor because a finding drawn on those sources has been suppressed. Suppression or correction on notice is not by itself a failure to match what we described and does not by itself give rise to a refund, which is what clause 7.8 of the Report Accuracy and Public Data notice says.

Two things follow and both are yours. If what is suppressed or corrected removes so much of the report that what is left no longer matches what we described to you before you bought, clause 4.1 applies in full and this clause does not answer it. And where the whole report is withdrawn because its subject objected or withdrew consent, section 7 applies and you are refunded in full.

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5. Where we refund even though we do not have to

5.1 The position after delivery, stated plainly. Once a report has been delivered to you and the withdrawal right in section 3 has been validly given up, you have no right to a refund merely because you have changed your mind or are disappointed. We do not offer a no-reason money-back window after delivery and we will not imply one. What survives is everything in sections 2, 3, 4, 6 and 7, every right you have by law, and the list of grounds in clause 5.3, which is ours to apply.

We say it in those words because the alternative is worse. A promise we would have to refuse in practice is a promise that ends in a payment dispute, and a refund policy that has to be argued with is not a refund policy.

5.2 We would rather pay you than argue with you. A refund costs us less than an argument and much less than a payment dispute, and clause 5.3 is drawn wide enough to say yes in most of the cases where saying no would be mean rather than principled. Three things we commit to, none of which is a promise of money:

• we will read what you send us and answer it under section 11, on the facts, rather than answering that time has passed;
• we will not refuse a refund on the ground of elapsed time alone, without looking at what you say went wrong; and
• if you tell us you are considering a payment dispute, we will answer within two working days rather than the fourteen in clause 11.2.

5.3 Every ground on which money comes back. Some of these are obligations and some are ours to decide, and the table says which. They are in addition to your statutory rights and never a substitute for them.

From the first sale, every refund we make will be recorded against exactly one of the grounds below, under its own name. A refund we make because the law requires it will be recorded as such and never as a goodwill payment, and where a refund does not fit a ground below we will add a ground rather than book it as goodwill. Clause 1.6 gates checkout on our records being able to hold every one of them.

5.3a Where our judgement sits, and where it does not. Only the last two rows turn on our judgement. "Quality complaint" reaches a finding that the evidence does support, which you dispute on other grounds. Neither row reaches the question whether a report matched what we described: that is section 4, it is judged objectively against the description in clause 4.2, it does not depend on our agreeing with you, and we will not record a refund we owed under section 4 as a quality complaint or as goodwill. If you describe something that is a non-conformity, we treat it as one whether or not you called it that.

5.4 What a full refund does to the report. It ends your access and your licence. The report leaves your account, and every link you issued stops working from the next request, because we serve each of those views ourselves.

A file you exported is reached by none of that. It stays on your machine, we cannot delete it and we will not pretend we can. What ends is your right to use it: stop using the file, and anything you transcribed or screenshotted, and delete the copies you control. Clause 8.6 sets out what your licence covers and when it ends.

5.5 Repeat requests. Where a buyer shows a pattern of buying and reclaiming, we may decline a discretionary refund under the last two rows of clause 5.3 and may decline to sell to that buyer in future. We apply that to the buyer rather than to an account, keyed to the payment method used and the email address given for the order, because you can buy from us without ever creating an account and opening a further one does not reset it. We will tell you before we rely on this clause, and why. It reaches only the two discretionary rows: it does not touch sections 2, 3, 4, 6 or 7 and does not affect any right you have by law.

5.6 During the beta. While a product carries a beta label we make a longer and more generous promise, with a stated end date, set out in the Beta Features and Pre-release Notice. Where that notice and this section differ, the more generous applies. A beta label does not reduce any right in this document or any right you have by law.

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6. Partial refunds on the Executive Package

6.1 What it is made of, and what counts as a shortfall. The Executive Package comprises the Company X-Ray in full and the Founder X-Ray in full, and since 14 August 2026 it comprises nothing else. Clause 4.2 sets a minimum for each of those two reports separately, and a report that does not meet its own minimum counts as not produced.

Where one whole report was produced and the other was not, that is a partial delivery and this section applies. Where neither was produced in full, this section does not apply at all: that is a failure under section 2, and the whole price is refunded automatically without you having to choose anything. Amounts below are stated as bare numerals because the figure is the same numeral in each currency this product is sold in; the currency is the one you paid in, and clause 1.3 of the Payment Terms sets the price and the currency for your region.

Two reports and nothing else means two rows, and they are the whole of the ground: either both were produced, in which case you received the package, or one was. The third row this table used to carry covered a cross-analysis that no longer exists. If some other shortfall nevertheless occurs, we refund the largest amount any row above gives for a shortfall no smaller than yours.

6.2 Two outcomes, and the choice is yours rather than ours. On the day we find out, and before we refund anything, we will tell you what could not be produced, what the fixed refund for it is under clause 6.1, and that you may instead cancel and take back everything you paid.

You may take the fixed refund and keep access to what was produced. Or you may cancel, in which case we refund the whole price and your access and your licence end, and clause 5.4 applies. You may make that choice within 14 days of delivery without giving a reason, and after that for as long as any statutory remedy remains open to you, on telling us why the missing report was material. That election is not a discretionary refund and is not counted against clause 5.5. During a beta, section 4 of the Beta Features and Pre-release Notice gives you longer.

If we have not heard from you within seven days we will make the fixed refund automatically, so that you are never left waiting for money because you did not reply. Taking it is not a choice of remedy and not acceptance of the shortfall: it does not prevent you from relying on section 4 or on the election above afterwards, and if you cancel after a fixed refund has already reached you, we refund the remainder rather than asking for anything back.

6.3 The basis, stated so you can check it rather than trust it. These are fixed amounts set in advance, so that we are not judging our own shortfall after the event. One rule produces both of them: where you received one report and not the other, you pay no more than the published price of the report you received, bought on its own, which is 39 for the company report and 29 for the founder report. The discount for buying the two together goes to you rather than to us, because you did not receive the two.

We do not pro-rate by section count, here or anywhere else in this document. A section is not a unit of value: the eleven sections of a founder report are the whole of a product we sell for 29, and dividing a package price by a section count would price them at something else.

6.4 This table is a floor and never a ceiling. It fixes what we pay without argument and without you having to prove anything. It does not measure your loss, it does not displace any statutory remedy, and it is not a limit on what you may recover. If the shortfall is also a non-conformity, section 4 applies in full and is not capped by this table.

6.5 What you still get. The report that was produced will stay readable for the full 90-day window and its header will state that the other one could not be produced.

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7. If a report subject objects or withdraws consent

7.1 The situation, stated honestly. Our reports are about companies and about people. Where a report is about a person other than you, that person will have confirmed to us that they agree before anything was produced, so they know the report exists and know how to reach us. That does not make them our customer and it does not make them a party to your contract. They can withdraw what they agreed at any time, they have rights of their own against us, those rights do not come from your contract, and your contract cannot limit them.

7.2 When we withdraw a delivered report. Where the subject of a report withdraws the agreement they gave us, objects to us producing or holding information about them, or makes a rights request that requires it, or where a legal obligation or a court requires it, we will withdraw the report from your account and end your licence, at any time, including after delivery. That is not a discretion we hold, and we will not weigh your purchase against it. Section 11 of If a Report Names You, clause 8.4 of the Data Retention notice and clause 13.4 of the Privacy Policy state the same obligation to the person concerned, and this clause is the permission in your contract that lets us keep it.

We will do the same where we conclude that the report as a whole, or a finding that materially affects what the report says about its subject, is false about that subject and cannot be put right by correcting or regenerating it. Where a single finding is affected and the report is sound without it, clause 4.6 governs instead: the report stays available to you with that finding suppressed.

We may also withdraw a delivered report on the other grounds in clause 15.4 of the Terms of Service.

Withdrawal because a subject exercised a right is not a concession that the report was faulty. Withdrawal because we concluded that something in it was false about its subject is, and we will say so to you in those terms.

7.2a What you get back, and how it reaches you. Where the withdrawal was not caused by your own breach, we refund the full amount, without deduction, however long ago you bought the report and whether or not you read it. Clause 12.7 of the Terms of Service confirms that this refund is not capped by either liability cap in that section.

Where the original payment can still be reversed through our payment provider, we return it that way, and that is what will happen in almost every case. Where it cannot, because the provider's reversal period has passed or the card or account you used is closed, expired or reissued, we will pay you the same amount by another means and will do so within 30 days of telling you the report has been withdrawn. We will agree that route with you by reply to the message we send you, we will ask only for what is needed to make the payment, and we will never ask you for a card number, a security code or online banking credentials. If a message claiming to be from us asks for any of those, it did not come from us. We will not treat the age of your order, or the expiry of a reversal period, as a reason not to pay you.

7.3 What you must do. Stop using the report. Delete the file if you exported one, and delete anything you transcribed, screenshotted or otherwise copied out of it. If you gave the file to somebody, ask them to delete it too, and tell us that you have asked.

Your access to the report itself ends when we withdraw it, and so does every link you issued, from the next request. The file is the part we cannot reach, which is why this is an obligation on you rather than a reassurance from us. The person who objected is entitled to know exactly which copies we ended ourselves and which ones depend on you doing what this clause says, and that is what we tell them.

7.4 What we will and will not tell you. We will tell you the report has been withdrawn and refunded. We will not share what the subject told us. If the objection or withdrawal arrives before the report has been produced we will cancel the order and refund in full, and there will be nothing to withdraw.

7.5 We will not argue that your purchase outranks their objection. What happens to a report when its subject objects is set out in the notice written for them, If a Report Names You.

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8. What is not refundable, and why

8.1 A report produced as we described it, once it has been delivered and the withdrawal right in section 3 has been validly given up. Sections 3, 4 and 7 sit ahead of this clause and it reaches only what is left after them, and clause 5.3 may still apply.

8.2 A report about the subject you named, where your brief named the wrong one. If our resolution of the subject was wrong, that is a full refund under clause 5.3. If the name, company or profile link you gave us pointed at a different person or company from the one you meant, the report is not defective and clause 8.1 governs the money.

Two things follow that are not about the money, and they happen either way. We will withdraw the report, end your access to it, and delete it and the evidence behind it, because a person analysed by mistake should not stay analysed while we work out who pays. And you must stop using it and delete anything you copied out of it, as clause 7.3 requires. We do that whether or not you are refunded and whether or not the mistake was ours.

8.3 Expiry at the end of the 90-day window. A report stays in your account for 90 days from the moment it is ready, for the reasons given in the Terms of Service and the Data Retention notice. The window is stated on the product page and again at checkout before you pay, and clause 3.4 of that notice sets out the reminders we will send before it closes.

While the report is in your account you can export it as a file, and that file is what you are left with afterwards. Expiry ends your access to the report and every link you issued for it. It does not touch a file already on your machine: we cannot delete it and we do not. What governs your use of it after the window closes is clause 8.6 and section 8 of the Terms of Service, not this clause.

Where the report was available to you throughout the window and those reminders were sent, expiry is not a fault and does not give rise to a refund on that ground alone.

Expiry is not treated that way, and a refund may be due, where the report was unavailable to you for a material part of the window, where the reminders were not sent, or where the window turned out to be shorter than the 90 days stated to you. If we fail to send the reminders and your report expires, tell us at [email protected] and we will either restore access for 14 days or refund you in full, whichever you prefer. That is an entitlement under clause 3.4 of the Data Retention notice rather than a goodwill gesture, and it is the reason we are willing to say that expiry, once the reminders have been sent, is not a fault. Where the interruption was caused by an event outside our reasonable control, clause 16.3 of the Terms of Service extends your window by the length of the interruption instead, and never shortens it.

8.4 What we do not make a condition. Opening your report, or reading all of it, makes no difference to any refund in this document. We say so because the opposite condition is common, and a refund policy that can be defeated by opening the thing you bought is not a refund policy.

8.5 A delivered report we withdraw because you broke our rules. Where we withdraw a delivered report because you breached clause 4.3, section 8 or section 9 of the Terms of Service, or section 2, 4 or 5 of the Acceptable Use Policy, we may decline to refund that report, because the work was done and delivered before the breach came to light. A false warranty under clause 4.3 of those terms, about the subject of a report or about permission to ask for one, is within this clause.

Before we rely on it we will tell you which rule we say you broke and what we relied on, and we will read your answer before we decide. We will not both keep the price and continue to supply: this clause reaches only a report already delivered, and never a refusal or a cancellation before delivery, which is refunded in full under clause 2.4 in every case. It does not reach sections 2, 3, 4, 6 or 7, a withdrawal after a subject objects is always refunded in full under clause 7.2a, and it does not affect any right you have by law.

8.6 What you can be left holding, stated once and in one place. Two things: a file you exported while the report was in your account, and whatever you copied out by hand while it was in front of you – a transcription, an extract, a screenshot.

We cannot reach either. We cannot recall a file, delete it, expire it, or stop somebody you sent it to from reading it. What we can do is end your access to the report and stop serving every link you issued, because those we serve ourselves; the file is the part that leaves us. We put it that way round because a company that told you it had withdrawn every copy would be telling you the one thing it could not check.

That is a statement about what we are able to do. It is not a licence to use such a copy without limit, and no sentence of ours should be read as granting one.

Your licence to use such a copy is granted by section 8 of the Terms of Service and it ends in each of these cases: we make you a full refund under this document (clause 5.4); we withdraw the report under clause 7.2; the report or a finding in it is superseded or corrected (clause 10.7 of those terms); or you breach section 8 or section 9 of those terms (clause 8.8). When your licence ends you must stop using the copy you hold, must not supply it to anyone else, and must delete the copies you control.

Where this clause and any other statement of ours about keeping a copy can be read differently, this clause governs and the obligation to stop using and to delete stands. Clause 7.4 of the Terms of Service and clause 4.3 of the Data Retention notice are to be read subject to this clause.

8.7 Nothing in this section limits your statutory rights, and this section reaches only what is left after sections 2, 3, 4, 6 and 7 have been applied to your order. Where this section and any of them point in different directions, they govern and this section gives way. That is a rule about which of our clauses operates, not a sentence about how far the law allows this section to go.

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9. How a refund is made

9.1 To the original payment method wherever that is possible. Refunds will be returned through our payment provider to the card or method you paid with. While that route is available it is the only route we use, and we will never ask you for bank details in order to use it. The one case in which another route exists is clause 7.2a, which applies only to a report we have withdrawn because its subject exercised a right or because the law required it, and which exists because that obligation has no time limit while a card reversal does. In every other case a refund under this document is made inside the period in which the original payment can be reversed.

9.2 The amount. The full amount you actually paid, including the tax included in it. Where a discount or promotion code reduced the price, the refund is of the amount paid rather than the list price. On a partial refund the tax is reversed in the same proportion. Tax is included in the price you pay and the number shown is the number charged; the Payment Terms explain how.

9.3 No deductions. No processing fee, no administration fee, no share of what the report cost us to produce.

9.4 When it arrives. We will issue the refund without undue delay and within 14 days at the latest. After that it is with your bank or card issuer, and how long they take is not something we control. If it has not appeared after ten working days, write to us before contacting your bank and we will send you the provider's reference.

9.5 Currency. A refund is of the same amount, in the same currency, that we charged, and clause 1.3 of the Payment Terms sets which currency that is for your region. If your account is held in a different currency, the amount reaching you may differ from the amount that left you because the rate moved. Clause 8.6 of the Payment Terms says the same, and that difference is your bank's rather than ours.

9.6 Access. A full refund ends access to the report. A fixed partial refund under section 6 does not.

9.7 What we record. Every refund will be recorded against exactly one of the grounds in clause 5.3, under its own name, with the amount, the date, and whether it was made automatically by our system or by a named person here. Our records will be able to hold every ground in that table, including statutory withdrawal, non-conformity, consent not confirmed and subject objection, and each will be recorded as what it was. We will not book a refund we owed you as a goodwill payment, and we will not book a cancellation before delivery as a production failure. We keep that record so we can answer a question about it later, from you, from a card issuer, or from a consumer authority.

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10. If you are thinking about a chargeback

10.1 Please write to us first. Contact us at [email protected] before raising a dispute with your card issuer. A refund that qualifies under this document will be made directly and will reach you faster than a dispute will.

10.1a How to recognise the charge before you dispute it. The charge will appear on your statement in the form set out in clause 9.1 of the Payment Terms, which is the only descriptor we use and is the same on every charge. It will identify us and it will never name the person or company your report is about. We trade under the brand LeMans Labs and contract as LeMans Labs OÜ, and either name may be what your bank displays. If you do not recognise a line on your statement, write to [email protected] with the date, the amount and the last four digits of the card, and we will identify it and tell you what was bought. An unrecognised line on a statement is the most common reason a payment is disputed, and someone who does not recognise a charge is usually right to be suspicious.

10.2 That is a request and nothing more. It does not limit your right to dispute a charge, it is not a condition of any refund here, and we will not treat you worse for exercising it.

10.3 What we will do if a dispute is raised. Your access will be suspended while the dispute runs rather than deleted, because it may be resolved either way.

Before we contest anything we will check whether you are entitled to the money under this document. Where you are, we will refund it and withdraw rather than argue. We will not contest a dispute where our record of the three conditions in clause 3.2 is incomplete, or where section 4, section 6 or section 7 applies.

Where none of those applies, we may contest a dispute, and we will rely only on records we actually hold. Those will be: the order and what was bought; the amount, the currency and the tax; each confirmation you actioned at checkout, stored as the exact wording displayed to you with the time you actioned it; the moment the finished report was made available to you; each time the report was opened, with the time; each time a file was exported from it, with the time; each link you issued, who it was issued to and each time it was viewed; and a content hash of the report we delivered. We will not contest a dispute where we cannot show from those records that the report was delivered to you.

Those records answer one question, which is whether we delivered what you paid for. They are not a condition of any refund in this document, and clause 8.4 means what it says: opening and reading your report costs you nothing.

10.4 What we will not do, and the one thing we will. We will not pass a dispute fee on to you and we will not close your account merely because you raised a dispute. Where a payment to us has been reversed we will decline further orders from you until the position is settled, and lift that as soon as it is. We apply that to the buyer rather than to an account, keyed to the payment method used and to the email address given for the order, because opening a further account does not clear it. We will tell you that it is in place and what settles it, and we will lift it ourselves rather than waiting to be asked. This is a control rather than a statement, it does not exist today, and clause 1.6 gates checkout on it.

10.5 We will keep that evidence for as long as the charge can be disputed. The records in clause 10.3, together with enough of the delivered report to show what you received, will be preserved for the whole period in which a payment for that report can still be disputed. That period is longer than the 90 days the report stays readable in your account: expiry of the report is the end of your access, not the destruction of our record of what we sent you. Where a dispute, a complaint, a correction request or a claim is already open, the material is held until it is closed, and clause 4.2 of the Data Retention notice says the same. That notice states the periods and the Privacy Policy explains the basis on which we keep them.

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11. Complaints, and the out-of-court route

11.1 How to complain. Write to [email protected] with the order reference if you have one, what happened, and what you want. No particular form is required and you do not need an account.

11.2 What we will do. We aim to acknowledge within two working days and to answer substantively within 14 days. If we need longer we will tell you why and when to expect it. Where you tell us you are considering a payment dispute, clause 5.2 applies and we will answer within two working days.

11.3 If our answer does not satisfy you. Say so in reply. We will look at it again and give you our final position in writing, so you have something to take elsewhere.

11.4 The out-of-court route. If you are a consumer and we cannot resolve the matter between us, you may take it to the Consumer Disputes Committee (Tarbijavaidluste komisjon) operating under the Estonian Consumer Protection and Technical Regulatory Authority. That does not affect your right to go to court.

11.5 Regulators and courts. The provider details and the supervisory and consumer authorities for our jurisdiction are in section 1 and section 20 of the Terms of Service and in the Privacy Policy. Governing law and the courts are in section 20 of the Terms of Service, and if you are a consumer the mandatory rules of your own country of residence prevail over both.

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Annex A – Model withdrawal instructions and form

Instructions. Where the right in section 3 applies to you, you have 14 days from the day this contract was concluded to withdraw. Tell us clearly that you have decided to withdraw. Any one of these is enough, and the first two work today:

• email [email protected], which is a monitored address;
• post to LeMans Labs OÜ, Valukoja 8/1, 11415 Tallinn, Estonia; or
• use the online withdrawal function at lemanslabs.com/legal/withdraw, which will need no sign-in. That function will be published before the first sale. Until it is, the two routes above are the routes, and we will not sell while none of the three is available.

No particular form of words is required and you do not have to use the form below. Sending your message before the 14 days are up is enough; it does not have to reach us within them. We will confirm receipt on a durable medium without undue delay and refund everything you paid, without deduction, within 14 days of being told.

A withdrawal sent to [email protected] or to the registered address is effective whatever any other document of ours says. If another document of ours names a different address for withdrawal, that does not make your notice ineffective and we will not argue that it does.

Model form. You do not have to use this. It is here so that you do not have to write anything yourself.

To LeMans Labs OÜ, Valukoja 8/1, 11415 Tallinn, Estonia, [email protected]:

I hereby give notice that I withdraw from my contract for the supply of the following digital content:

Order reference:
Ordered on:
Name:
Address:
Email address used for the order:
Date:
Signature (only if this form is sent on paper):

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Read this with: the Terms of Service, which governs the contract this policy sits inside and which identifies the company you are buying from; the Payment Terms, for price, tax, currency and how the charge appears on your statement; the Beta Features and Pre-release Notice, which may give you a longer and more generous promise than section 5; the Report Accuracy and Public Data notice, for how a correction is handled and what evidence strength means; the Data Retention notice, for the 90-day window, the reminders and how long we keep the records in section 10; the Acceptable Use Policy, for the orders we will refuse under clause 2.4; and If a Report Names You, which is written for the person a report is about rather than for the buyer.