Before the bank is frozen — full refund
You can cancel at any point before you approve and freeze the question bank. The refund is full, and you do not have to give a reason.
That window is not a formality. It is the point of the intake: you are the only person who knows whether the bank asks the right questions, and if it does not, we would rather stop than measure the wrong thing.
After the bank is frozen — no refund
The sequence is: we send you the bank, you correct it, you approve it, and it is frozen. The measurement then begins — every question is put to a paid engine API three times. Those calls are the cost of the report, they are made on your behalf, and they cannot be unspent.
So from the moment the bank is frozen, the fee is non-refundable. The email that asks you to approve the bank states this, and payment is taken after you have seen it.
If you want a different question afterwards, that is a new bank and a new baseline. We will say so rather than editing a frozen one, because a comparison between two different question sets does not mean anything.
If we fail to deliver
If we cannot deliver the report within the stated window, you choose: wait for it, or take a full refund. A missed deadline is ours, not yours, and it is not a reason for you to lose money.
Quarterly retests
Retests are billed per quarter and can be cancelled any time before that quarter's measurement starts. If a quarter's measurement has already started, that quarter is not refundable — the runs are the cost, exactly as above.
The extra re-measurement included in a quarter is for that quarter. It does not carry over, and it is not refundable if unused.
Your right of withdrawal (consumers in the EU and UK)
If you are a consumer, you normally have 14 days from the day the contract is concluded to withdraw from it without giving a reason.
A measurement report is a service, and it begins when you ask us to begin. Before anything starts, we will ask you to confirm in writing that you want the bank frozen now and that you understand you lose the right of withdrawal once the runs begin. If you do not confirm it, we will not start the measurement — and you keep your full 14-day right, and a full refund if you use it.
This does not affect your rights if we deliver something that does not match what was agreed.
Who you are buying from
The seller’s name and postal address are given with every quote and invoice, and by email on request: services@llmention-geo.com.
How to ask
Email services@llmention-geo.com. We answer within 2 working days. Include the brand name and the date of the report; every run is kept, so we can find the exact answer you are asking about.