This policy explains how refund and cancellation requests are handled for paid SpillSage services. It applies in addition to the Terms of Use and the Verification Service Terms.
1. What a payment purchases
A payment purchases the defined service shown at checkout, such as a membership or verification service. It does not purchase a favourable verification result, assessment, trust profile, badge, ranking position, marketplace preference, or other outcome.
2. Requesting a refund
To request a refund, contact info@spillsage.com with the account email address, payment reference, purchased service, and the reason for the request. A request is reviewed against the service purchased, the work already performed, applicable law, and the information available in the payment record.
Submitting a request does not itself create a refund entitlement and does not mean that a refund has been approved or completed. Nothing in this policy limits a right that cannot lawfully be excluded.
3. Provider-confirmed refunds
When SpillSage approves a refund that is processed through the payment provider, the refund remains pending while the provider processes it. SpillSage records a refund as final only after receipt of the authenticated terminal provider refund event. The original payment record, entitlement, fulfilment record, customer notification, and audit trail are then reconciled to the confirmed provider outcome.
4. Cancellations and recurring services
Where a purchased service is recurring, a cancellation request stops future renewal where the payment provider confirms the cancellation. Access or service treatment for the already-paid period is determined by the applicable product terms and the confirmed provider state. A cancellation request does not retroactively alter a completed assessment or published historical record.
5. Verification and assessment services
Verification work may require evidence collection, review, correspondence, and assessment. A customer is not entitled to a refund merely because an assessment is unfavourable, conditional, incomplete, or does not result in publication. SpillSage considers a refund request on its facts and does not sell a trust outcome.
6. Chargebacks and payment disputes
If you believe a charge is unauthorised or incorrect, contact us promptly so that we can investigate the payment record and service history. You may also use any lawful dispute process provided by your payment provider. SpillSage maintains an audit trail for payment, provider-event, entitlement, fulfilment, notification, and refund activity to support reconciliation.
7. Contact
Questions about refunds or cancellations can be sent to info@spillsage.com.