MindsMetric offers a 30-day satisfaction guarantee. If you purchase our assessment and are not satisfied — for any reason — you may request a full refund within 30 days of your purchase date.
We built this policy because we believe in the quality of our product and want every customer to feel confident purchasing. We would rather refund you than have you feel you received poor value.
You are eligible for a full refund under the following circumstances:
| Scenario | Eligible? | Timeframe |
|---|---|---|
| General dissatisfaction with the assessment or report | ✓ Yes | Within 30 days |
| Technical error that prevented you completing the assessment | ✓ Yes | Within 30 days |
| report generation failed or returned an error | ✓ Yes | Within 30 days |
| Duplicate payment / charged twice | ✓ Yes | Any time |
| Service unavailable for more than 24 hours after purchase | ✓ Yes | Within 30 days |
| Purchased in error before completing the assessment | ✓ Yes | Within 14 days |
| Completed all 3 attempts and received full reports | Case-by-case | Within 30 days |
| Request made after 30 days from purchase | ✗ No | — |
We review all refund requests individually and in good faith. Even for case-by-case scenarios, we aim to find a fair resolution.
Refunds will generally not be issued in the following circumstances:
In exceptional circumstances, we may offer a partial refund or service credit at our discretion.
Requesting a refund is straightforward. Simply contact us using any of the methods below:
You do not need to provide extensive justification. A simple note explaining your experience is sufficient. We will acknowledge your request within 1 business day.
Once your refund request is approved:
If you have not received your refund within 10 business days of approval, please contact us at refunds@mindsmetric.com and we will investigate with Paddle immediately.
In some circumstances we may offer a partial refund rather than a full refund. This may apply where:
We will always communicate clearly before processing a partial refund and obtain your agreement.
We ask that you contact us directly before initiating a chargeback with your bank or card provider. Most issues that lead to chargebacks can be resolved quickly and amicably through our refund process.
If a chargeback is initiated without first contacting us, we reserve the right to dispute it by providing evidence of service delivery. Fraudulent chargebacks may result in permanent account suspension and may be referred to relevant authorities.
We process payments through Paddle (our Merchant of Record), so any chargeback disputes will involve Paddle's dispute resolution team.
This Refund Policy does not limit or affect your statutory rights under applicable consumer protection law in your country of residence. In particular:
If you are uncertain about your statutory rights, we recommend contacting your local consumer protection authority.
For all refund requests and billing enquiries:
We are committed to resolving every refund request fairly and promptly. Your satisfaction matters to us — we would rather make things right than lose your trust.