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

We are the seller. Orders are settled by bank transfer or cheque against an invoice we issue, so the invoice, the receipt and any refund all come from us. There is no third party between you and this policy, and a request is decided by us.

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. The windows run from the transaction date and are, at the time of writing: 14 days in the European Union, the EEA, Switzerland, the United Kingdom, Türkiye and Israel; 7 days in South Korea, Brazil, China and Canada; and 5 days in Singapore. In the United Kingdom an annual subscription gets a fresh 14 days each time it renews.

Two qualifications, both of which cut in our buyers' favour more often than not. 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. A country whose law is more generous than the list above overrides the list.

If something is defective, come to us first. That is not us deflecting: 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.