If you live in the United Kingdom or the European Economic Area
If you buy as a consumer and live in the United Kingdom or the European Economic Area (the countries of the European Union, Iceland, Liechtenstein and Norway), you may withdraw from (cancel) any purchase within 14 days of the day you made it, without giving a reason, and get a full refund of what you paid for it, even if you have already used it. We do not ask you to give up this right at checkout. We go by the billing address of your order; if it does not show where you live, write to us.
What you buy from us, and so what you can withdraw from: AI readings (each includes its system's raw data), bundles, raw data bought on its own, and extras (another run of a reading, a further translation). Charts and the written text are free in every account: there is nothing to pay for them, so nothing to refund, and a withdrawal never takes them away.
- How to withdraw. Use "Withdraw from contract here" in your account: choose the order, fill in the short form and press "Confirm withdrawal". You can also email support@esoterrier.com, or use the model withdrawal form below; any clear statement that you are withdrawing is enough.
- In time. It is enough that you send your withdrawal before the 14 days end.
- Confirmation. We confirm your withdrawal by email, with what it covers and the date and time we received it.
- Your refund. We refund everything you paid for that order within 14 days of receiving your withdrawal, to the payment method you used, at no cost to you.
- After withdrawing. What the order gave you stops (the reading, the raw data it included, unused credits), and a reading the order produced is deleted. Your free charts and written text stay.
You do not have to use this form: it is the standard one the law provides, and any clear statement is enough. The quickest way to withdraw is "Withdraw from contract here" in your account. If you prefer the form, copy it into an email to support@esoterrier.com.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To IT & Data Security LLC, operating as EsoTerrier, [postal address available on request by email], support@esoterrier.com:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the supply of the following digital content (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate.
If something is faulty or not as described
Wherever you live, the law of your country may give you a remedy when digital content is faulty or not as described, and nothing on this page limits it. In the United Kingdom (the Consumer Rights Act 2015) and the European Union (the Digital Content Directive) you can ask us to repair or replace it, and where that is not possible or does not put it right, to reduce the price or refund you.
If we got it wrong
Wherever you live, we refund:
- a duplicate or mistaken charge;
- a purchase we fail to deliver; and
- a chart that is wrong because of our mistake.
If an AI reading or a translation fails and is not delivered, the credit it used goes back to your account automatically, so you can run it again; if you paid for it by card and would rather have your money back, write to us.
Everything else
Apart from these cases, digital purchases are final.
How to ask
Email support@esoterrier.com with the email address of your account and the order, or, to withdraw, use "Withdraw from contract here". Prices and what each purchase includes are on the pricing page.
Payments are taken by Link (Sold through Link, LLC, a Stripe company) for us. You can also ask Link for a refund through Link support; Link's refund policy explains when it refunds.