1. The nature of our product
Every VMI report is customized to the scope you configure — your chapters, regions, countries and companies — and delivered as confidential digital content, unlocked in your workspace the moment payment confirms. Because a delivered report cannot be “returned” the way a physical product can, refunds work on the rules below rather than on open-ended returns. If you’re unsure a report fits your need, talk to us before buying — we’ll tell you honestly.
2. Cancelling before delivery
You may cancel an order at any point before the full report is unlocked by emailing a clear written statement to [email protected] with your order reference. Orders cancelled before delivery are refunded in full. Because platform reports typically unlock within minutes of payment, this window is short in practice — for bespoke analyst studies it runs until agreed delivery.
3. The 24-hour satisfaction window
If your report doesn’t meet the scope you configured, tell us within 24 hours of unlock. We will first put an analyst on it — revising, extending or correcting the report at no charge. If it still genuinely misses the scope you set at purchase, we will refund the fee in full. No forms, no friction.
The window covers scope failures — missing selected regions, segments or companies, or content that does not match the market you named. It does not cover a change of mind after reading, or findings that differ from what you hoped the market would show.
4. After the window
Once 24 hours have passed, or once the full report has been substantially consumed (read across its chapters, exported to PDF or Excel), the purchase is final and refund requests are reviewed at our sole discretion. We remain generous where something is genuinely our fault — data errors we cannot correct, or a platform failure that prevented access.
5. How refunds are processed
Approved refunds go back to the original payment method via our payment provider within 5–10 business days of approval. We’ll confirm by email at each step. Where a refund is granted, access to the refunded report (and any exports derived from it) must cease; the report remains our confidential intellectual property.
6. Custom & analyst work
Bespoke consulting and custom analyst studies are governed by their own statements of work, which set milestones and cancellation terms upfront. Work already performed at the time of cancellation is billable; work not yet begun is refunded.
7. Contact
Cancellations, refund requests and questions: [email protected] · USA +1 650 781 4080 · APAC +61 485 860 968 · EU +44 788 886 6344.