Refund & Cancellation Policy
This policy explains how refunds and cancellations work when you purchase competitor insights reports or subscriptions from Audience Intelligence. Because every report is custom-built for your chosen competitors, our costs begin immediately after you place an order. The policy below is designed to protect both you, as the client, and our analyst team.
Nature of service (custom bespoke analysis)
When you purchase a report or subscription from Audience Intelligence, you are purchasing a Custom Market Intelligence Service. Unlike off-the-shelf software or physical goods, our service involves:
- Immediate data costs: we purchase proprietary third-party data on your behalf as soon as your order is confirmed.
- Custom analyst labour: a human analyst is assigned to review, filter, and summarise data specific to your selected competitors and market.
Because these costs are incurred by us immediately and cannot be recovered, we do not offer refunds for “change of mind”, “buyer’s remorse”, or “incorrect selection” once the service has commenced.
The delivery guarantee (client protection)
We are committed to delivering high-quality, decision-ready intelligence. While general sales are final, we provide the following protections:
- Non-delivery: if we fail to deliver your initial report within 72 hours of payment, you are entitled to a full refund.
- Material defect: if a report is materially defective (for example, a corrupt file, blank pages, or data for the wrong competitors), we will revise and resend the report at no cost. If we are unable to rectify the error within 3 business days, a full refund will be issued.
Minor cosmetic issues, subjective disagreements with the conclusions, or a report not matching internal expectations do not qualify as material defects.
No “cooling-off” period
By agreeing to our Terms of Service at checkout, you explicitly request that we begin the performance of the service immediately. You acknowledge that this waives any “cooling-off” period that might otherwise apply to standard digital goods, as the service is customised and performed on demand.
In practice, this means that once we begin purchasing data or assigning analyst time to your project, the order becomes non-refundable except in the specific situations described in the delivery guarantee above.
Subscription & cancellation
This policy distinguishes between fixed-term services and recurring services:
- Fixed-term services: purchases made for a fixed term (for example, a 12-month engagement) are charged upfront. These do not auto-renew unless explicitly stated. There are no partial refunds if you decide to end the service early.
- Recurring services: for any recurring billing plans, you may cancel at any time to prevent future charges. No refunds will be issued for billing periods that have already been processed.
Why this policy complies with consumer law
This policy is designed to align with consumer protection principles in jurisdictions such as Singapore, the United Kingdom, and the European Union, whilst protecting the sustainability of our services.
Custom service exception: consumer law often provides cancellation rights for standard products, but includes an exception for services that have already begun or for customised/bespoke goods. By defining our product as a custom analyst service with immediate costs, we fall into this category.
Delivery guarantee: a blanket “no refunds ever” statement is usually considered unfair. By offering refunds in cases of non-delivery or material defect, we treat clients fairly while maintaining a firm position on buyer’s remorse.
Express consent at checkout: the checkbox that you tick at checkout acts as your explicit consent for us to start work immediately and confirms that you understand the non-refundable nature of the service once work has begun.
Questions about this policy
If you have any questions about how this policy applies to your order, or if you believe your situation falls under the delivery guarantee, please contact our team before raising a dispute with your payment provider.
You can reach us via the contact page, and a member of the Audience Intelligence team will review your case.