Refund & Return Policy

Every product we sell is a digital service — a NUANS® reservation report or a preliminary name search result — generated specifically for the proposed name and jurisdiction you submit. Because our products are digital services, there are no physical goods and no returns; refund eligibility is determined by how much of the service has been performed at the time of your cancellation or refund request.

The decisive question is whether your report or search result has been generated. Generation typically begins shortly after payment is confirmed, so if you wish to cancel or correct an order, contact us as soon as possible.

If you ask us to cancel an order before your report or preliminary search result has been generated, you are eligible for a full refund of the amount paid for that order. The same applies where we cancel an order ourselves before generation — for example, following an unresolved verification requirement or a pricing or website error, as described in the Terms of Service.

Orders are usually processed quickly and many are fulfilled automatically, so we cannot guarantee that a cancellation request will arrive before generation begins. A cancellation request received after generation is treated under Section 3 below.

Once a report or preliminary search result has been generated and delivered as ordered, the service you purchased has been performed in full. From that point the order is non-refundable, regardless of the order value or how soon after ordering a cancellation was requested.

This reflects the nature of the product: a NUANS® report is produced for one specific name and jurisdiction, has value only to the person who requested it, and cannot be restocked, resold, or reversed once generated.

For clarity, once a report or search result has been generated and delivered as ordered, none of the following entitles you to a refund: an incorrect or misspelled proposed name submitted with the order; selection of the wrong province or jurisdiction; change of mind or buyer's remorse, including a cancellation request made immediately after generation; the proposed name proving to be unavailable or too similar to an existing name; rejection of the name or of any filing by a government registry; dissatisfaction with the contents of the report or the number of similar names it identifies; a mistaken belief that you were transacting with a government website or agency; failure to use the report before its ninety (90) day validity period expires; or an order treated as abandoned under the Terms of Service after work was performed.

GetNuans is an independent private service and is not a government registry. Placing an order in the belief that this website is a government service does not make the order refundable once the service has been performed.

A search is run against the exact details you submit, so a report based on a misspelled name or the wrong jurisdiction may not be usable for your intended filing. These orders are not automatically refundable, because the service was performed as ordered.

If you notice a mistake, contact us immediately. If the report or search result has not yet been generated, we will correct the details or cancel the order for a full refund at your choice. If it has already been generated, we are not obligated to issue a refund, but we will review the circumstances and always try to find a fair resolution.

We will issue a full refund of all amounts paid for an order where: we determine after payment that the requested service is outside the scope of what we offer or cannot lawfully be provided for the requested jurisdiction; an unrecoverable technical failure on our side prevents the order from being completed; we cancel the order under our verification, fraud-prevention, or error-correction rights in the Terms of Service before generation; or we are otherwise unable to perform the service you paid for.

If we make a processing error — for example, we run the search against details different from those you submitted — we will, at your choice, re-run the search correctly at no charge or issue a full refund.

If a technical problem on our side prevents your paid report or search result from being generated or delivered, we will re-send the document or issue a full refund.

If the document was generated and sent but you did not receive it — for example, because of spam filtering or an inbox issue — contact us and we will re-send it at no charge; you can also retrieve it through the Track Order page. Non-receipt caused by an incorrect email address supplied with the order is not a delivery failure on our part, but we will re-send the document to a corrected address on request.

If you were charged more than once for the same order, or charged an incorrect amount due to a billing or website error, we will reverse or refund the duplicate or incorrect portion in full once verified. Billing corrections of this kind are administrative adjustments and do not depend on whether the report was generated.

If you have any concern about a charge, please contact us before initiating a chargeback — most issues can be resolved quickly through support, and a refund, where one is due under this Policy, is faster than a card dispute.

The circumstances listed in Section 4 as not being grounds for a refund are likewise not valid grounds for a chargeback where the report or search result was generated and delivered as ordered. If a chargeback is initiated, we reserve the right to contest it through the payment processor with relevant evidence, including order records, the details you submitted, delivery logs, and correspondence, and to recover amounts owing for services that were properly rendered.

To request a cancellation or refund, email [email protected] with your order number and the email address used for the order, or contact us through the Support page. We review requests promptly and will confirm the outcome by email.

Approved refunds are returned to your original payment method through Stripe. Refunds are typically processed by us within a few business days of approval; depending on your card issuer, it may take five (5) to ten (10) business days for the credit to appear on your statement.

We may update this Policy from time to time; the effective date above shows when the current version took effect, and each order is governed by the version in effect when the order was placed.

Questions about this Policy may be sent to [email protected] or submitted through the Support page.