Return, Service Resolution and Customer Satisfaction Policy

1. Overview

   Companies House Insights Pte. Ltd. is committed to providing reliable corporate registry reports and maintaining a high standard of service for compliance professionals, legal practitioners, financial institutions, and other business users.

   If an ordered Report cannot be delivered or if a service issue occurs, Companies House Insights Pte. Ltd. will review the matter and work with the Customer to resolve the issue through store credit, replacement, or refund in accordance with this policy.

2. Eligibility for Resolution

   A resolution in the form of store credit, replacement Report, or refund may be provided where a service issue occurs and the request is determined to be eligible under this policy.

   Eligible situations may include the following.

   Non-delivery of a Report

   If Companies House Insights Pte. Ltd. is unable to provide the ordered Report due to the unavailability of underlying registry data or other external constraints.

   Examples include:

   • government registry not releasing the requested data.
   • company record temporarily unavailable due to restructuring or filing delays.
   • official data source temporarily inaccessible.

   Duplicate Orders

   If a Customer accidentally purchases the same Report more than once for the same company and reporting date.

   Technical Processing Errors

   If a system error results in failure to deliver the purchased Report.

3. Resolution Options

   Where an eligible issue occurs, Companies House Insights Pte. Ltd. may offer one of the following resolutions.

   Store Credit (Default Resolution)

   Customers may receive store credit equal to the value of the affected Report.

   Store credits:

   • may be applied to any future purchase on the Platform.
   • remain valid for 12 months from the date of issue.
   • may be used for any Report or service available on the Platform.

   Replacement Report

   Where possible, the company may attempt to retrieve the requested data again and provide a corrected or replacement Report.

   Refund

   Where store credit or replacement is not appropriate, a refund may be issued.

   Refunds are processed through the original payment method and are typically completed within 5 to 7 business days after approval.

4. Situations Where Refunds Are Not Available

   Due to the nature of registry data acquisition, refunds are generally not available once a Report has been successfully delivered in accordance with the order.

   The service consists of acquiring and compiling official registry information on behalf of the Customer. Once the data acquisition process has been completed and the Report delivered, the service is considered fulfilled.

5. Request Procedure

   Customers requesting store credit, replacement, or refund should contact the support team within 14 days from the order date.

   Requests should include:

   • order number
   • email address associated with the order
   • description of the issue
   • preferred resolution

   Requests can be submitted through the Service Desk.

   The support team will review the request and respond within 3 to 5 business days.

6. Customer Support Commitment

   Companies House Insights Pte. Ltd. aims to resolve order or service issues promptly and professionally.

   If there are questions about a Report, its contents, or data interpretation, Customers are encouraged to contact the support team for clarification.

7. Policy Updates

   Companies House Insights Pte. Ltd. may update this policy from time to time to reflect operational improvements or changes in services.

   Updated versions will be published on the website and become effective upon publication.