RETURN POLICY

1. Refund Terms

These Terms outline the rules and principles applicable to our refunds. The following terminology applies to these Terms: “Customer”, “You” and “Your” refers to you, the person purchasing our services and accepting ADEPT Investigation Agency's Refund Terms. “ADEPT Investigation Agency”, “Ourselves”, “We”, “Our” and “Us”, refers to ADEPT Investigation Agency. “Party”, “Parties”, or “Us”, refers to both the Customer and ourselves, or either the Customer or ourselves. By purchasing our Services the Customer is accepting this Refund Policy and agrees to be bound by its Terms in full.

We offer three types of refunds:

1. Service Cancelation within 24 Hours*
2. Service Cancelation within Two Weeks*
3. Refund in the Absence of Evidence*

In all other cases, the fees paid for the private investigation services are non-refundable. Please also refer to the “Refund Exclusions”.

Within 24 hours following the payment, a Customer may cancel their private investigation services for any reason. In this case, a 35% refund will be issued to the original payment method. If the Customer is willing to use this service cancellation option and cancel their private investigation services, a cancellation request must be sent by email as soon as possible within the first 24 hours after making the payment. A service cancellation request must be sent using the Customer’s email address indicated on the service mandate and contain the Customer’s service mandate number. A 35% refund will be initiated within five business days.

Within two calendar weeks (fourteen days) following the payment, a Customer can cancel their private investigation services for any reason*. In this case, a 25% refund will be issued to the original payment method. If the Customer is willing to use this service cancellation option and cancel their private investigation services, a cancellation request must be sent by email within the first two weeks after making the payment. A service cancellation request must be sent using the Customer’s email address indicated on the service mandate and contain the Customer’s service mandate number. A 25% refund will be initiated within five business days.

If we are unable to deliver any results* (for example we are unable to find any information about the POI (the Person of Interest) or we are unable to locate and/or follow the POI) for technical, safety, privacy, or other reasons (as long as the investigation time-frame was respected), a partial refund (from 25% to 50%) will be issued to the Customer as long as the refund due to “Absence of Evidence” is requested within 30 days after providing final or partial results shared by (including but not limited to ADEPT Investigation Agency's report) or within 150 days following the payment, whichever comes first.

The exact refund percentage will depend on the resources invested by ADEPT Investigation Agency and the accuracy of the initial information provided by the Customer.  The “Absence of Evidence” status must be officially confirmed by ADEPT Investigation Agency in writing (using email) for the refund to be made. The refund will be issued to the original payment method (if the payment platform originally used by the Customer allows us to do so). Otherwise, an alternative refund method will be proposed to the Customer (e.g. bank transfer). The refund will be initiated within five business days.

If the two-week period has ended, ADEPT Investigation Agency reserves the right to suspend any refund requests during 60 days following the payment in all cases except the cases associated with a fraud investigation, robbery investigation (General Investigation Package or Advanced Investigation Package) and/or a missing person investigation (Standard Missing Person Investigation Package or Advanced Missing Person Investigation Package), in which case the timeframe of 120 days following the payment must be applied.

1. Any of the refund types can only apply to our regular service packages purchased at a regular price.  All other services, custom packages, and discounted packages are non-refundable.
2. Any of the refund types can only apply to fully prepaid packages. None of the refund types can apply to payment plans (two or more installments), in which case, the services are non-refundable.
3. None of the refund types are applicable in the case of service mandate or other terms violation (in which case ADEPT Investigation Agency notifies the Customer in writing).
4. None of the refund types can be applicable if the investigation process was initiated within 24 hours based on a special Customer request.
5. Credit card disputes void any potential refund and render all refund types inapplicable. (If the Client disputes their credit card payment, all paid fees are deemed non-refundable.)

We may update this Refund Policy periodically, at our discretion, without prior notice. An updated version of this Policy will be effective immediately upon the posting of the revised Refund Policy unless otherwise specified. Your continued use of the Services after the effective date of the revised Refund Policy will constitute your consent to those changes. You are advised to review this Refund Policy periodically.

If you have any questions about this Refund Policy, please contact us.

This document was updated on January 8, 2025.