If a run fails, you are not charged for it. When processing stops with an error on our side and cannot be completed, the order is refunded in full to the card used, within five business days, without your having to ask. If it was billed by invoice, it is removed from the invoice.
If the output is not what you expected, tell us within seven days of completion at review@terravo.law with the case name and what is wrong. We will re-run the case at no charge where the problem is on our side (a misread page, a missing document, a broken link), and refund the order where we cannot fix it. Disagreement with the content of the records themselves, or with the attorney's own conclusions drawn from the output, is not a ground for refund.
If you cancel before processing starts, the order is refunded in full. Once processing has begun, model and transcription costs are incurred immediately, so cancellations after the start are not refundable except as above.
Refunds go back to the original payment method through Stripe. Card refunds typically appear within five to ten business days depending on the bank.