Purpose

This policy outlines the conditions under which Pearl customers may be eligible for a refund after purchasing certification services through the Pearl app or the Pearl PRO app.

Eligibility for Refunds

Refund requests will be considered if they meet one or more of the following criteria:

  • Service Not Rendered: The customer has paid for a Pearl Report, but the process has not been initiated or completed in an acceptable time frame, as specified within the Pearl app or RPO app at the time of payment.

  • Technical Error: A technical error occurred during the payment process, resulting in an overcharge or duplicate charge.

  • Technical Error: A technical error occurred during the report process, resulting in significant delays or substantive erroneous data reported on the report.

  • Exceptional Circumstances: Other situations deemed valid upon review, such as extreme circumstances or hardship.

Conditions for Refunds

  • Refund requests must be submitted via email to [email protected] within 30 days of the payment date.

  • The customer must provide the full name and email address used to complete the purchase and any relevant details to support their request.

  • Partial refunds may be issued based on the process stage or the refund request circumstances. 

Non-Refundable Cases

Refunds will not be issued if:

  • The report has been completed and delivered within the accepted timeframe and the report does not have any substantive erroneous data

  • The request for a refund is beyond 30 days after the payment date, except in cases of documented hardship.

Refund Process

  1. Customer submits a refund request in writing, including all relevant details, to [email protected]. 

  2. Pearl’s Customer Support team reviews the request and consults the necessary team members when applicable.

  3. If approved, the refund will be processed within 10 business days.

Contact Information

For all refund requests or inquiries, customers should contact Pearl Support at [email protected].

Note: This policy may be updated periodically to reflect changes in Pearl's services or terms.