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Refund and Revision Policy

Effective: May 2026 | TradeMatch Pro Ltd | Company No. 16641983

Summary: Reports are bespoke and non-refundable once production has commenced. If you are dissatisfied with a delivered Report, your remedy is one free Revision — not a refund. If the Revision does not resolve your concern, contact us to discuss. We will always aim to find a fair outcome. If you believe you are entitled to a refund, please read Section 3 (When Refunds Apply) before contacting us.

Contents

Refund and Revision Policy | Effective: May 2026

Summary: Reports are bespoke and non-refundable once production has commenced. If you are dissatisfied with a delivered Report, your remedy is one free Revision — not a refund. If the Revision does not resolve your concern, contact us to discuss. We will always aim to find a fair outcome. If you believe you are entitled to a refund, please read Section 3 (When Refunds Apply) before contacting us

1. Why Reports Are Non-Refundable

Export Intelligence Reports are bespoke digital goods produced specifically for each Client’s product, target market, and commercial context. Each Report requires analyst time, proprietary trade data, regulatory research, and structured interpretation before delivery.

The Consumer Contracts Regulations 2013 apply only to consumer contracts. Because these Terms apply exclusively to B2B transactions, those Regulations do not apply to any Order under these Terms.

2. The Service Guarantee — Your Primary Remedy

If a delivered Report materially fails to address the scope and objectives set out in the Client’s submitted Questionnaire, the Client may request one Revision at no additional cost.

To request a Revision:

  • Email awolff@tradematchpro.co.uk within 14 calendar days of Report Delivery.
  • Include your Order reference and specify which specific sections or findings of the Report are insufficient.
  • Explain what additional analysis or clarification is required within the scope of the original Questionnaire.
  • Revisions are limited to clarifying, correcting, or supplementing matters already within the original Questionnaire scope. Revisions do not include new target markets, new products, new competitors, or questions not in the original Questionnaire.
  • We will acknowledge your request within two Working Days and deliver the Revision within three Working Days.

The Revision guarantee is the exclusive contractual remedy for quality concerns. Before requesting a refund on quality grounds, you must first allow us the opportunity to revise the Report.

3. When Refunds Apply

A full refund will be issued in the following limited circumstances:

  • The Client cancels the Order in writing before the Questionnaire has been submitted. A full refund will be issued to the original payment method.
  • TradeMatch Pro fails to deliver the Report within the agreed timeframe due to circumstances within our control, and subsequently fails to remedy the delivery within 10 Working Days of receiving written notice from the Client, and the Client confirms they no longer require the Report.
  • A Report is delivered to the wrong Client due to an administrative error on our part.
  • A technical failure in the Stripe payment system results in a duplicate charge for the same Order.

No refund is available for delays caused by force majeure as defined in the Terms and Conditions, Section 14. Refund requests under this Section must be made within 30 calendar days of the original delivery date.

4. Refunds Not Available

Refunds will not be issued in the following circumstances:

  • The Client changes their mind about the target market or report type after Questionnaire submission.
  • The findings of the Report are unfavourable to the Client’s preferred market or strategy.
  • The Client disputes the Report’s conclusions. Any identified factual errors shall be remedied via the Revision guarantee under Section 2.
  • The Client has not first invoked the Revision guarantee under Section 2.

5. How to Request a Refund

Refund requests must be submitted to: awolff@tradematchpro.co.uk with the subject line ‘Refund Request — [Order Reference]’. Please explain clearly why you believe a refund is warranted under Section 3. We aim to respond within five Working Days.

6. Chargebacks and Payment Disputes

If you initiate a chargeback with your payment provider without first following this Refund and Revision Policy, we reserve the right to provide these Terms and the Order record to your payment provider as evidence of your agreement, and to suspend future service pending resolution.

7. Discretionary Resolutions

Any refund or concession issued outside the circumstances listed in Section 3 shall be at the sole discretion of TradeMatch Pro Ltd and shall not constitute a waiver of these Terms or set a binding precedent for future transactions.

8. International Clients

These Terms are governed by English law. International clients purchasing from outside the UK accept that English law governs this transaction and that any dispute will be subject to the jurisdiction of the courts of England and Wales. As these Terms apply exclusively to B2B transactions, consumer protection legislation does not apply.

9. Processing Timeline

Approved refunds will be processed via Stripe to the original payment method within 5–10 Working Days. Stripe may take additional time to reflect the credit on your statement.