Refund policy
Last updated 13 October 2026
Reports are sold by Paddle, our Merchant of Record, and refunds follow Paddle's refund policy. If something is wrong with your report, email us first at [email protected] and we will put it right.
Who handles refunds
Paddle.com sells the report to you, takes the payment and handles refunds and returns, under Paddle's refund policy. That policy decides whether a refund is due; this page explains how it works for a Chess Animal report.
How to ask for a refund
- Use the link in your Paddle receipt email, or go to paddle.net and look up your order, then choose "Request refund".
- Or email [email protected] with the email you paid with or your report link, and we will pass it to Paddle.
- An approved refund goes back to the way you paid, usually within 14 days of approval. Your bank may take longer to show it.
If your report is broken
If your report doesn't load, doesn't arrive, or is wrong because of a fault on our side, tell us. We will fix it, or ask Paddle to refund you if we can't.
Buyers in the EU, EEA, UK and elsewhere
Some countries give buyers a legal right to cancel an online purchase within a set period (in the EU, EEA and UK, 14 days). A report is digital content that is delivered straight away: by buying, you ask for it to be delivered at once and accept that the right to cancel ends once it is. Any right you have under your own country's law that cannot be waived still applies, and Paddle's refund policy explains how to use it.
Chargebacks
Please contact us before disputing a payment with your bank: it is quicker for you. Creator commissions on refunded or charged-back sales are cancelled.