Overview
Because a NUANS® report is a digital product that is generated specifically for the name you submit, our ability to refund depends on whether the report has already been produced.
Before a report is generated
If you contact us before your report or search has been generated, you are eligible for a full refund. Orders are usually processed quickly, so please reach out as soon as possible if you need to cancel.
After a report is generated
Once a report or preliminary search result has been generated and delivered, the service has been performed and the order is generally non-refundable.
Input errors
A search is run against the exact details you submit, so a report based on a misspelled name or the wrong province may not be useful for your filing. These orders are not automatically refundable.
If you notice a mistake, contact us right away — if the report has not yet been generated we can correct it, and we will always try to find a fair resolution.
Technical issues and non-delivery
If a technical problem on our side prevents your paid report from being generated or delivered, we will re-send the report or issue a full refund.
Duplicate or incorrect charges
If you were charged more than once for the same order, or charged in error, we will refund the duplicate or incorrect amount.
How to request a refund
Email [email protected] with your order number and the email used for the order, or use the Support page. Approved refunds are returned to your original payment method through Stripe.