Refunds & Cancellations

Last updated 18 June 2026

We want you to be glad you ordered. This page sets out your legal cancellation rights, how they work for a fast-turnaround service like ours, and what we do if a report misses the mark.

1. Your statutory right to cancel (consumers)

If you are a consumer in the UK buying at a distance, the law (the Consumer Contracts Regulations 2013) gives you 14 days to cancel a service contract for a full refund, starting the day after you order.

2. Why fast delivery affects that right

Because our reviews are delivered quickly — often within a couple of days — we usually start work well inside that 14-day window. When you place an order and send us your brief, you are asking us to begin straight away. By doing so:

• You consent to us starting the work before the 14-day period ends; and
• You acknowledge that once a report has been fully delivered, your right to cancel it is lost, because the service has been completed.

If you cancel after work has started but before the report is delivered, you may be charged a fair amount for the work already done, and we will refund the balance.

3. Business customers

If you are buying for business purposes, the statutory consumer cancellation right above does not apply. The goodwill promise in clause 4 still does.

4. Our satisfaction promise

Statutory rights aside, we stand behind the work. If a delivered report does not match what was described and ordered — for example, it misses your brief or the service tier you paid for — tell us within 7 days of delivery and we will put it right: we will revise the report, or, if we cannot make it right, refund you in full or in part as is fair. This promise is about whether we did the job described; it is not a guarantee of any particular business outcome (see our Terms, clause 5).

5. How to request a refund or cancellation

Email hello@cruxlab.xyz with your order details (the email you ordered with and roughly when), and tell us what went wrong. You do not need a special form. We aim to reply within one business day.

6. How refunds are paid

Approved refunds are made through Stripe to the original payment method. They usually reach you within 5 to 10 business days, depending on your bank or card provider.