Legal

Refund Policy

Surveillance Intelligence Asia is registered in the Macau Special Administrative Region. This policy covers every digital product and subscription sold on this site, and forms part of our terms of service.

The policy, in one line

All sales are final unless the product is materially defective. Everything we sell is a digital file or an immediately-granted subscription: it is delivered at once and the buyer keeps it, so there is nothing to return. Where what you received is not what the product page described, we put it right.

What that means in practice

A file is corrupt, incomplete, or is not what the page described: We repair it or refund it. Tell us what you expected and what you received; we do not require you to prove anything beyond that.
You were charged twice, or charged after cancelling: Refunded in full. This is a billing error, not a refund request, and we treat it as ours to fix.
You bought the wrong product: Contact us before downloading and we will swap it or refund it. Once a file has been downloaded we cannot take it back, so this one is much easier to solve early.
You cancel a subscription part-way through a paid period: Access continues to the end of the period you have paid for. We do not refund the unused remainder.
You changed your mind about a downloaded product: Our policy is that the sale is final. See the two qualifications below, both of which may still give you a refund.

Two things that sit above this policy

Card orders are sold by Lemon Squeezy, part of Stripe, as merchant of record. It is the seller named on your receipt and your card statement, and under its own Buyer Terms it may decide a refund request made to it at its discretion. We do not override that, and a request made through them is decided by them, not by us. Orders paid by bank transfer or cheque are sold by us, and this policy decides them.

Mandatory consumer law comes first. Where you buy as a consumer and your country grants a right to cancel, that right applies whatever this page says, and we honour it. In the European Union, the EEA and the United Kingdom, for example, a consumer normally has 14 days to cancel an online purchase.

Two qualifications apply. Most purchases here are made in a professional capacity, where consumer cooling-off rights generally do not apply at all. And the right to cancel does not survive a download you asked for: where you expressly agree to begin the download and waive the right, it goes. Separately from any of this, for card orders the merchant of record may grant a refund at its own discretion, and a country whose law is more generous than this page overrides it.

If something is defective, come to us first. That is not us deflecting: it is the order the merchant of record's own policy sets out, and we can usually replace a file the same day, which is faster than any refund. If we cannot put it right, the refund route stays open and nothing you have done with us prejudices it.

How to ask

Email billing@surveillanceasia.com with the order email address, what you bought, and what went wrong. We acknowledge within one working day. Where a refund is due it is issued to the original payment method, and the time it takes to appear is set by your bank rather than by us. If you would rather go through the processor named on your receipt, you may. It does not prejudice anything you raise with us.