Digital delivery
Products are delivered electronically through the user’s NarrativePlan project. Delivery timing depends on source-document volume, research requirements, confirmation questions, selected products and system availability. Any estimate shown in the application is an estimate, not a guaranteed deadline.
Free preview
Eligible first individual products may be generated for preview without charge. The preview is provided for evaluation and may be limited, watermarked or otherwise restricted. Downloading the completed editable document requires the payment shown at checkout.
Second-product and prepayment discounts
Eligibility for a second individual-product discount applies only as described at checkout and does not apply to packages. A prepayment discount applies where the client chooses and pays for eligible generation before work begins. Discounts are not cumulative unless expressly stated.
Cancellation before generation
A prepaid order may be cancelled for a full refund before substantive generation begins. Once document extraction, research, modelling or generation has begun, the product is customized to the project and cancellation eligibility may be reduced to the unperformed portion, if any.
After delivery or download
Because downloaded products are customized digital goods, completed and successfully delivered downloads are generally non-refundable. This does not limit rights that cannot be excluded under applicable consumer law.
Technical failures and duplicate charges
If a purchased file cannot be accessed, is corrupted, is materially incomplete because of a service error, or a payment was duplicated, contact us promptly. We will first attempt to restore or replace the deliverable. Where that is not reasonably possible, an appropriate refund or credit will be provided.
Client-provided information
A refund is not ordinarily available because source information was incomplete, inaccurate or changed after generation. Material updates may require regeneration or a new product purchase. NarrativePlan will identify confirmation needs before generation when the unresolved information materially affects the product.
How to request help
Email [email protected] with the account email, project name, product and a short description of the issue. Do not attach confidential source documents to the email.