Refund Policy
1. What REIA delivers
REIA delivers market analysis reports — structured analysis of publicly available market data. Reports describe what the data shows; they do not constitute investment advice and do not tell you whether to buy or not buy a property.
A report is delivered to spec when it:
- Contains all sections required for the ordered tier (Express or Full) under the Report Specification in force at order date.
- Sources every factual claim with a named source and access date.
- Is free of advisory language ("buy", "avoid", "good deal", "bad deal", "you should", "we recommend", or equivalent).
- Is delivered within the committed time window.
2. 14-day right of withdrawal
Under the EU Consumer Rights Directive (2011/83/EU) Art. 9, you have 14 days to withdraw from your order before work begins, and to receive a full refund.
Under Art. 16(m), if you expressly consented at checkout to immediate commencement of work, you waived your withdrawal right for that order once work begins. This waiver is confirmed at checkout and is not reversible after production starts.
If you did not grant express consent and work has not yet begun, email legal@reia.eu within 14 days of placing your order with subject "Withdrawal — [order ID]" for a full refund.
Legal basis: EU Consumer Rights Directive Art. 9 (withdrawal right); Art. 16(m) (digital content exception).
3. When you are entitled to a refund
| Ground | Entitlement |
|---|---|
| Report not delivered within the committed time window (excluding force-majeure events notified in advance) | Full refund |
| Report missing a required section for the ordered tier (spec non-compliance confirmed by REIA) | Full refund or free re-delivery at your option |
| Report contains a material factual error (a figure attributed to a source that does not contain it, confirmed by REIA) | Free corrected re-delivery; refund at your option |
INSUFFICIENT EVIDENCE reports: When minimum evidence cannot be met, the report is delivered with the INSUFFICIENT EVIDENCE flag set and scores omitted. The report is still delivered and charged — this is a documented product feature, not a failure. REIA provides a 30% re-run discount voucher where the evidence gap is closeable.
4. When you are not entitled to a refund
| Ground | Reason |
|---|---|
| You disagree with an analytical conclusion or score | REIA provides analysis of market data; the scores reflect the data. Disagreement with a conclusion is not a basis for refund — REIA does not guarantee conclusions will align with customer expectations or preferences. |
| You decided not to proceed with the transaction | The report was delivered to spec. The customer's transaction decision is outside REIA's service scope. |
| Market conditions changed after the report date | Data is accurate as of the report date; subsequent market changes are outside REIA's control. |
| You found cheaper or different data elsewhere | The service was delivered as described. |
The no-advice positioning is foundational to refund eligibility. REIA does not refund reports because a customer is dissatisfied with an analytical finding, because the scores were lower than hoped, or because the report did not confirm a pre-existing view. The report delivers analysis; investment judgement remains the customer's responsibility.
5. How to request a refund
- Email legal@reia.eu with subject: "Refund Request — [order ID] — [reason]".
- Reference the specific spec non-compliance you are claiming (section missing, delivery time exceeded, or factual error with source reference).
- REIA will investigate and respond within 10 business days.
- Approved refunds are processed within 14 days to the original payment method.
6. Statutory rights
Nothing in this policy affects your statutory rights under EU or national consumer protection law. Where mandatory consumer law grants rights that this policy does not address, those rights apply.
Legal basis: EU Consumer Rights Directive Art. 25 (contractual terms may not derogate from mandatory consumer rights). PT: Lei n.º 24/96 (consumer defence). ES: Real Decreto Legislativo 1/2007, Art. 103(m) (digital content withdrawal exception mirror).
Revision log
| Version | Date | Author | Change |
|---|---|---|---|
| v1 | 2026-05-09 | Legal Advisor | Initial draft |