Refund Policy

Our Commitment

We want you to be completely satisfied with your purchase. Because our product is a digital report delivered instantly upon payment, we handle refund requests on a case-by-case basis with fairness and good faith. This policy explains when and how refunds are granted.

Digital Product Nature

The DrSmartIQ detailed results report is a digital product delivered immediately upon successful payment. By completing your purchase, you acknowledge that the digital content is made available to you instantly and you consent to the immediate delivery of the digital service.

Under EU consumer law (Directive 2011/83/EU), you waive your right of withdrawal by requesting immediate delivery of digital content. Outside the EU, equivalent local laws may apply.

When Refunds Are Granted

We will issue a full refund, no questions asked, in the following situations:

• Technical failure: You were charged but did not receive access to your report due to a technical error on our end.
• Duplicate charge: You were charged more than once for the same test session.
• Unauthorised transaction: You can demonstrate that the payment was made without your authorisation (subject to fraud review).
• Report not delivered: Your results page failed to load and you were unable to view your report after multiple attempts.

Discretionary Refunds

We may also issue refunds at our discretion for requests submitted within 7 days of purchase where you are genuinely dissatisfied with your experience. We evaluate these requests individually. To be eligible, you must contact us before the 7-day window expires.

We reserve the right to decline refund requests where we reasonably believe the service was used in full and the request is not made in good faith.

When Refunds Are Not Granted

• You changed your mind after viewing your report.
• You disagree with your IQ score (scores are estimates; see our Terms for disclaimer).
• You purchased the report more than 7 days ago without contacting us sooner.
• Violation of our Terms of Service (e.g. sharing or redistributing the report).

How to Request a Refund

To request a refund, email us at support@drsmartiq.com with the following information:

• The email address used for your purchase.
• The date of your purchase.
• Your Stripe payment confirmation number or receipt (if available).
• A brief description of the issue.

We aim to respond to all refund requests within 2 business days. Approved refunds are processed immediately and typically appear on your statement within 5–10 business days, depending on your card issuer.

Chargebacks

We ask that you contact us before initiating a chargeback with your bank. Chargebacks incur fees and can take weeks to resolve. In most cases, we can resolve your concern faster directly. Frivolous chargebacks may result in account suspension.

Questions?

If you have any questions about this policy, please visit our Support page or email support@drsmartiq.com.