Tell us about a cancelled order, duplicate charge, missing access or a problem with the digital report. Keep the order reference so we can find it.

You may request cancellation before a personalised report has been generated. If it has already been generated or supplied, explain the issue so we can assess the appropriate remedy. Personalisation does not remove applicable rights for a defective, missing or incorrectly supplied service.

For a duplicate charge, missing paid access or a damaged or incorrectly supplied file, contact us with the order reference and a short description. We will check the record and provide working access, a corrected file or an appropriate refund when due.

Use the order conversation in Messages or the public Contact details. Include the order reference, payment date and the problem; avoid sending full bank-account or card details. Support aims to acknowledge the request within 48 hours and will keep the outcome in the same conversation.

An approved refund is returned through the original payment method where possible. We aim to initiate it within 7 working days after approval and share its reference. Your bank or payment provider then applies its own processing time.