Refunds And Cancellation Policy

Online paid research reports

A customer may request cancellation before the report file, access link, or confirmed delivery route is supplied by emailing [email protected].

After the report file or access link has been supplied to the confirmed email or delivery route, Taiwha does not accept change-of-mind cancellation or refund requests for that online paid research report, subject to statutory consumer rights.

Taiwha will review issues such as non-delivery, duplicate or unauthorised payment, or material difference from the confirmed report description.

Commissioned reports

Commissioned reports are quoted after Taiwha reviews the research objective, scope, source boundary, delivery format, deadline, complexity, and expected work cost.

Before the customer accepts the written scope and final price and the agreed payment has been confirmed, commissioned research has not started.

After commissioned work has started with the customer-confirmed scope, any cancellation or refund request may take account of statutory rights, work already completed, time spent, third-party costs, deliverables already provided, and any unused work that Taiwha agrees should be refunded.

How to request a refund

• Email [email protected] from the address used for purchase where possible.
• Include the purchase date, report or service name, payment reference if available, and the reason for the request.
• Do not send credentials, private keys, full payment card details, medical records, legal files, tax files, or other sensitive documents in the first message.

Consumer rights

This policy does not remove or restrict any rights that cannot be excluded under applicable consumer law.

If a report or service is faulty, not supplied, or materially different from the agreed description, Taiwha will review the issue and handle it under applicable law.