Legal

Refund Policy

Last updated: 2026-08-09

In effect — interim version. This is the version currently in force. It was drafted in-house and checked line by line against how Tiana & Co. actually works, but it has not yet been reviewed by outside counsel. It will be replaced once that review is complete, and the “Last updated” date above reflects the version in force.

1. Nature of the purchase

Each Tiana & Co. purchase — Screen a Supplier ($29), CPSC Product Registry Filing ($39), the Detention Decoder response package ($149), or the Broker-Ready handoff package ($49) — is a one-time payment for a digital report, file, or package, generated and delivered immediately once the underlying checks or formatting step complete. There is no subscription and no recurring charge.

The deliverable packages are built in your browser and downloaded at the time of purchase; nothing is stored, so they cannot be re-issued or re-accessed afterward. Keep the downloaded file.

The Certificate Requirement Check is free. Nothing is charged for it, so this policy does not apply to it and there is nothing to refund.

2. General policy

Because the report or filing is generated and delivered immediately upon successful payment, purchases are generally non-refundable once delivered — this mirrors how most on-demand digital products and services work. The circumstances in which a refund is available anyway are listed in section 3, and any refund request must be made within 14 days of the purchase date.

Separately from section 3, Tiana & Co. may issue a goodwill refund at its sole discretion, for any reason. A goodwill refund is not an admission of a defect and does not set a precedent for later orders.

3. When a refund may be considered

A refund may be considered, at Tiana & Co.’s discretion, when:

A payment was captured but the report or filing failed to generate and the issue is not resolved after being reported;
A customer was charged more than once for the same order in error;
A snapshot-staleness or system failure blocked report generation after payment;
A report was delivered with one or more of its three checks unable to complete, and the missing check cannot be completed on a re-run; or
The CPSC Product Registry rejected a prepared upload file because of how the file itself was formatted, and the file cannot be corrected and re-issued.

A refund request should be sent to support@tiana-co.com with the report or filing ID (shown on the report itself and in the confirmation email) and a description of the issue. Contacting support is the fastest route and is required before disputing a charge with a bank or card issuer — see section 3 of the Terms of Service.

4. What a refund does not cover

A refund is not available because a report’s findings were not the result a customer hoped for, or because a customer changed their mind after seeing the unlocked report — the checks performed and the price charged are the same regardless of outcome.

For a CPSC Product Registry Filing, the output is a formatted version of the data the customer supplied. An error in that submitted data, or a filing later rejected by CPSC or a broker because of it, is not a defect in the Service and is not refundable. The same applies to a screening report where the supplier name or product code submitted was inaccurate.

5. How a refund is issued

Approved refunds are returned to the original payment method through Stripe. Refunds are issued in full, in the original currency, with no processing fee deducted. Once issued, the funds typically appear on the original payment method within 5–10 business days, depending on the bank or card issuer. Access to the associated report or filing may be revoked when a refund is issued.

6. Contact

Refund requests and questions about this policy can be sent to support@tiana-co.com.