How do I get a refund if ordered reports are not produced?

Please check the status of the respondent and reports in the relevant project page. If the status of the report shows as “ordered” then you still have to apply credits to this order to obtain the report. Once credits have been applied the report status will display “Paid”.

If any respondent fails to complete the questionnaire, click the ‘delete’ button to remove this respondent from your project. The credits assigned to the “Paid” report(s) will then be released and added back to your account. These can then be used for future orders. Credits do not expire so we do not offer any cash refunds.

Please note that the delete button is only operational (shows as a green button) prior to a completed questionnaire being submitted. Once a questionnaire has been completed you cannot delete that respondent or recycle the applied credits.

It is your responsibility to download reports before they expire. If you fail to do this, no refunds are offered and you cannot recycle the used credits.

If the respondent has completed the questionnaire and it hasn’t expired, yet the reports that have been paid for are not available, please report the fault to us immediately.

If any respondent fails to complete the questionnaire (you will see whether this is the case in your project summary – go to ‘My Projects’) click the ‘bin’ icon to delete this respondent from your project. The credits assigned to the ordered report(s) will then be released and added to your account. These can then be used for future orders. Credits do not expire so we do not offer any cash refunds.