Your cancellation right
As a consumer buying online you normally have 14 days to change your mind. There is a catch specific to services, and it applies here: once we have performed the service, that right ends.
Sealing your file is the performance. The moment your file is fingerprinted, timestamped and encrypted, the thing you bought exists and cannot be un-made — the timestamp is anchored with an external authority we do not control.
So: cancel any time before sealing starts and you get everything back. After sealing, the cancellation right no longer applies, though the situations below still do.
When we refund without being asked
- Your file failed to seal. Full refund for that file, automatically, and an email explaining what happened.
- What arrived was not what was quoted. If the file that lands does not match the size the price was calculated from, we fail it rather than seal something other than what you bought — and refund it.
- We lost your certificate in the post. We reprint and repost it at our cost, for as long as we still hold your key. If we cannot, we refund in full.
On a multi-file order these are per file. If nineteen of twenty seal correctly, you are refunded for the one that did not.
When we refund because you asked
- You paid but the upload never arrived. The upload runs in your browser, so a closed tab or a dropped connection stops it while the payment stands. We email you a link to finish it, and we send that link more than once — it picks up from wherever the transfer stopped rather than starting over. If you would rather not go ahead, reply to any of those emails and we refund you. There is no deadline on that.
When we do not refund
- You lost your decryption key. We told you before purchase, on the screen where it was shown, on the certificate, and in the emails: no copy exists. The file is unrecoverable, and the service was delivered exactly as described.
- You deleted your file. Storage was paid for once and indefinitely. Deleting reclaims nothing on our side, so there is nothing to give back.
- The certificate did not achieve what you hoped. It evidences that your file existed in a particular form at a particular moment. What a court, an insurer or a buyer makes of that is outside our control, and we are careful in our terms not to promise it.
- You changed your mind after sealing. See above — the work is done and cannot be undone.
How refunds are paid
Back to the card you paid with, always. Your bank usually shows it within five working days; we cannot make that faster from our end.
If you think this is wrong
Email support@madebyahuman.global with your order number. A person reads it. If we have made a mistake we would rather fix it than defend it — and if the answer is still no, you keep every right you have under consumer law, which nothing here removes.