Our policy on cancellations and refunds for VATCompass services.
This Refund Policy forms part of and should be read alongside our Terms of Service. It applies to all purchases made through VATCompass (vatcompass.com). This policy is extracted from Section 6 of our Terms of Service.
VATCompass provides a professional analysis service that involves the immediate allocation of specialist analyst time upon intake submission. Unlike software products or subscriptions, our service cannot be "un-delivered" once work has commenced. Our refund policy reflects this operational reality while protecting both our clients and our team.
If you wish to cancel your order and your report has not yet been commenced, you may request a full refund by emailing contact@vatcompass.com within one hour of purchase.
Please include your order reference number and the email address used at checkout. Refunds are processed via your original payment method through Paddle and typically appear within 5–10 business days, depending on your bank or card issuer.
Once work on your report has commenced — which typically happens within minutes of a complete intake submission — or once the report has been delivered to your email address, no refund will be issued.
If you have submitted your intake form, we consider work to have commenced regardless of whether you have received the report yet.
In the exceptional circumstance where we are unable to deliver a report due to a fault on our part (for example, a technical failure that prevents delivery and cannot be remedied within a reasonable timeframe), we will at our discretion:
Note: delivery failures caused by an incorrect email address provided in the intake form, spam filters, or email system issues beyond our control do not constitute a service failure on our part. We will make reasonable efforts to assist with re-delivery in such cases.
Our reports are based on the information you provide. If your intake submission is incomplete or contains inaccurate information, this may affect the quality or scope of your report. In such cases, no refund is issued, but we may request supplementary information to improve the analysis at no additional charge.
If a submission is so incomplete that we cannot produce a meaningful report, we will contact you to request additional information before proceeding.
Agency credit packages (Starter, Base, Pro, Premium) are non-refundable once issued, except in the event of a Company error in processing your order.
Credits are valid for 12 months from the purchase date. Unused credits that expire at the end of the validity period are not refundable or transferable.
If you wish to discuss the terms of your agency package before purchase, contact us at contact@vatcompass.com.
If you are a consumer (an individual purchasing for personal use rather than business purposes) located in the EU or EEA, you may have statutory rights under the Consumer Rights Directive. However, by completing our intake form and submitting business information, you are acknowledging that you are purchasing a professional B2B service. Our service is explicitly designed for businesses, not consumers.
If you believe you have statutory consumer rights that override this policy, please contact us at contact@vatcompass.com and we will review your situation in good faith.
To request a refund (where eligible under this policy):
We will acknowledge your request within one business day and confirm our decision within three business days.
If you are dissatisfied with our decision on a refund request, please write to contact@vatcompass.com with "Dispute" in the subject line. We will escalate your case to a senior team member for review.
If we are unable to resolve a dispute to your satisfaction, you may have the right to refer the matter to an alternative dispute resolution body or your national consumer protection authority, subject to applicable law.
Refund enquiries: contact@vatcompass.com