Refund & Cancellation Policy

1. Our Satisfaction Guarantee

At TruthUncovered, we are committed to providing high-quality, professional investigation support services. We understand that engaging an investigation service involves a significant personal and financial decision. Our policies are designed to be fair, transparent, and respectful of your trust in us.

We stand behind the quality of our work. If at any point during the investigative process you have concerns about the services being delivered, we encourage you to communicate with us immediately through our confidential chat widget so we can address those concerns promptly.

2. Services Covered

This Refund & Cancellation Policy applies to all paid investigation services offered by TruthUncovered, including but not limited to:

• Digital forensics and evidence analysis services.
• Investigation consultation and case assessment fees.
• Report compilation and documentation services.
• Any bundled service packages.

This policy does not apply to third-party costs or disbursements incurred on your behalf (e.g., court filing fees, expert witness fees, or external processing costs), which are non-refundable once incurred.

3. Cancellation Policy

Cancellation Before Work Begins

If you cancel your engagement before any investigative work has commenced, you are entitled to a full refund of all fees paid, minus any transaction or processing fees (typically 2-3%).

Cancellation During Active Work

If you cancel after investigative work has begun, you will receive a partial refund based on the proportion of work completed at the time of cancellation. We calculate this on a pro-rata basis as follows:

Cancellation After Report Delivery

Once a final investigation report or evidence compilation has been delivered to you, the engagement is considered complete and no refund will be issued. This is because the full value of the service — analysis, expertise, and report preparation — has been provided.

4. Refund Timeline

Approved refunds are processed according to the following schedule:

• Refund Approval: We will notify you of refund approval within 5 business days of receiving your cancellation request or determining that a refund is warranted.
• Payment Processing: Once approved, refunds are processed within 10 business days. The time for the refund to appear in your account depends on your financial institution and payment method:
• Credit/Debit Card: 5–10 business days after processing.
• Bank Transfer (ACH): 3–7 business days after processing.
• Digital Wallets/PayPal: 2–5 business days after processing.
• Maximum Timeline: In all cases, you should receive your refund within 30 calendar days of our refund approval notification.

5. Conditions & Limitations

Refunds are subject to the following conditions:

• Service Misuse: No refund will be provided if we determine, in our reasonable discretion, that you have used our services in violation of our Terms of Service or applicable law.
• Misrepresentation: If you have provided false, misleading, or incomplete information that materially affects the investigation, we reserve the right to deny a refund request.
• Non-Transferability: Refunds are issued only to the original payer and method of payment. We cannot redirect refunds to alternate accounts or individuals.
• Partial Service Delivery: Where a portion of the service has been delivered and accepted by you, that portion is non-refundable.
• Promotional Offers: Services purchased at a discounted or promotional rate are subject to the refund terms communicated at the time of purchase, which may differ from this standard policy.
• Bundled Packages: Refunds for bundled service packages are calculated based on the package price, not individual service components. Discounts applied at the package level will be proportionally adjusted.
• Subscription Services: If applicable, monthly or recurring subscription fees are non-refundable for periods already billed but may be cancelled to prevent future charges.

6. How to Request a Refund or Cancellation

To initiate a cancellation or request a refund, please follow these steps:

1. Contact Us: Reach out through our confidential chat widget or send a message through our secure communication channels. Clearly state that you wish to cancel your engagement and/or request a refund.
2. Provide Your Details: Include your name, the service(s) engaged, the date of engagement, and your reason for cancellation or refund request.
3. Confirmation: We will acknowledge receipt of your request within 24–48 hours and begin our review process.
4. Resolution: We will inform you of our decision and, if approved, process the refund according to the timeline above.

We ask that you allow us the opportunity to address any concerns before requesting a cancellation. Many issues can be resolved through communication, and we are committed to your satisfaction.

7. Dispute Resolution

TruthUncovered values your trust and is committed to resolving any disagreements fairly and efficiently. If you are unsatisfied with a refund decision or have a dispute regarding our services, the following process applies:

Step 1: Informal Resolution

Before initiating any formal proceedings, please contact us directly through our confidential chat widget to discuss your concerns. Many disputes can be resolved through direct communication. We will respond to your concerns within 5 business days and work in good faith to find a mutually acceptable resolution.

Step 2: Formal Complaint

If informal resolution is not successful, you may submit a formal written complaint to us. Your complaint should include:

• Your full name and contact information.
• A detailed description of the issue, including relevant dates and service details.
• Any supporting documentation or evidence.
• The specific resolution you are seeking.

We will acknowledge receipt within 3 business days and provide a substantive response within 15 business days after completing our review.

Step 3: Mediation

If the dispute remains unresolved after the formal complaint process, both parties agree to attempt mediation with a mutually agreed-upon neutral mediator before pursuing arbitration or litigation. Mediation costs shall be shared equally unless otherwise agreed. Participation in mediation is a condition precedent to any further legal proceedings.

Step 4: Binding Arbitration

If mediation does not resolve the dispute, any remaining claims shall be resolved through binding arbitration in accordance with the rules of the American Arbitration Association. The arbitration shall be conducted in Delaware, and judgment on the arbitration award may be entered in any court of competent jurisdiction.

Governing Law

This Refund & Cancellation Policy and any disputes arising from it shall be governed by the laws of the State of Delaware, without regard to its conflict of laws principles. This dispute resolution process does not affect any statutory rights you may have under applicable consumer protection laws.

8. Exceptions

In certain circumstances, we may make exceptions to this policy at our sole discretion. Factors we may consider include:

• Extenuating personal circumstances communicated in good faith.
• Technical errors or service failures attributable to TruthUncovered.
• Long-standing client relationships with a history of fair dealing.

Any exception made in a particular case does not constitute a waiver of this policy in general or a precedent for future cases.

9. Policy Updates

We reserve the right to update or modify this Refund & Cancellation Policy at any time. Changes will be posted on this page with a revised "Last Updated" date. For existing engagements, the policy in effect at the time of your service agreement will govern unless both parties agree otherwise. We encourage you to review this policy periodically.

10. Questions & Contact

If you have any questions about this Refund & Cancellation Policy or would like more information before making a purchase, please reach out to us through our confidential chat widget. We are happy to discuss our policies and help you make an informed decision about engaging our services.