TrueQoE Credit and Refund Policy

1. Summary

• One paid Self-Service Single gives you one analysis credit.
• A credit expires 12 months after your payment is confirmed.
• All sales are final, except in the cases listed in section 5.
• We handle every refund by hand. Nothing is refunded automatically.

2. How Credits Are Issued

You buy the Self-Service Single ($499, U.S. dollars, card only) on your dashboard. Our payment processor, Stripe, confirms your payment, and we then add exactly one credit to your account. A promotion code changes the price, not the number of credits.

Some orders do not issue a credit automatically:

• Billing address outside the United States: no credit; we refund the full payment (section 5).
• A promotion code makes the total $0, or no payment is required: this is not a paid purchase, and no credit is issued. We hold the order for review and tell you the outcome. A credit is issued only if we expressly approve it.
• The amount charged does not match the price shown: no credit until we review it. We then either issue the credit or refund you.
• The payment was refunded or disputed before we processed it: no credit.

If your credit does not appear on your dashboard within an hour of paying, email us at info@strategiclever.com.

3. How a Credit Is Used

• Reserved when you choose "Start analysis" and name the business.
• Used when TrueQoE successfully completes processing, even if you leave the page.
• Returned to your account if processing never started or could not be completed because of a TrueQoE or system failure. The analysis then shows as "Closed". A returned credit keeps its original expiry date; if that date has already passed, it expires when it is returned.

A credit is used for one business and one set of documents. Adding or changing documents after completion needs a new credit. Up to 5 "Update your decisions" versions on the same documents are free.

4. Expiry

• A credit expires 12 months after the payment is confirmed (the time Stripe reports the payment succeeded), not from when you opened checkout or created your account.
• At expiry, any unused credit is removed automatically.
• A credit already reserved for an analysis is not removed while the analysis is open. If the analysis is later closed without completing, including an analysis that was never started within 30 days after the expiry date, the credit expires instead of being returned.
• Expired credits are not refunded.

5. When We Refund

All sales are final, except:

• Non-U.S. purchases: we refund 100% of the payment, and no credit is issued.
• Duplicate or mistaken charges: if you were charged more than once for one order, or charged an amount different from the price shown, we refund the duplicate or the difference.
• Our failure to deliver: if a TrueQoE defect means we cannot deliver your analysis, we first try to correct it or return your credit. If we cannot, we refund the purchase price on request.
• Unused credit within 14 days: if you ask within 14 days of your payment and your credit has not been reserved or used, we refund the purchase in full.
• Discontinuation or closure without cause: if we discontinue the Self-Service product, or close your account without cause, we refund any unused, unexpired paid credit.
• Goodwill: we may refund at our discretion in other cases. Doing so once does not create a right to it again.

We do not refund a credit already used on a completed analysis because you disagree with the findings, an expired credit, or a credit used on documents that later turned out to be wrong or incomplete.

6. How Refunds Are Handled

• Email info@strategiclever.com with your account email address and the date of purchase. For non-U.S. and amount-mismatch orders we contact you; you do not need to ask.
• We aim to decide within 3 business days and to issue an approved refund within 5 business days of the decision.
• Refunds go back to the original card through Stripe. Your bank may take several business days to show it.
• Refunds are made in U.S. dollars, in full or in part as this policy describes.

7. What Happens to Your Credit When We Refund

• Unused: the credit is removed.
• Reserved for an analysis that has not completed: the analysis is closed and the credit is removed.
• Already used on a completed analysis: the credit stays used, and your completed report stays available to you.
• Expired: no change.

8. Card Disputes and Chargebacks

• Please contact us before disputing a charge. Most problems can be fixed faster directly.
• If you open a dispute, we will respond to your card issuer with the purchase and usage record.
• While a dispute is open, or after a dispute we lose, we may suspend new paid use of your account. You keep access to completed reports.
• If the dispute is decided in your favor, we treat it like a refund under section 7.

9. Changes

We may change this policy. Changes do not affect credits bought before the change took effect.

10. Contact