Refund Policy

A per-case purchase entitles the buying institution to generate one evidence package for one case, together with the associated verification portal entry (SHA-256 fingerprint registered at /verify). PEGTrace produces the evidence trail and identifies the KYC wall — the exchange, bank, or provider that holds the account holder's identity. PEGTrace does not warrant, promise, or guarantee that any authority will act on the evidence, that any subpoena will be granted, that any KYC data will be disclosed, or that any funds will be recovered. What the receiving authority does with the evidence remains that authority's professional judgment. See the Honest-Scope Disclaimer for what PEGTrace is and is not.

A full refund is available within seven (7) calendar days of purchase, provided no evidence package has yet been generated for the associated case. Once an evidence package has been generated, its SHA-256 fingerprint is registered in the tamper-evident package registry and is externally verifiable through /verify. That registration cannot be revoked, and the purchase is no longer refundable.

Generating an evidence package is the event that produces the deliverable: a cryptographically hash-chained package plus a public registry entry that any recipient (custodian, law-enforcement contact, court, or auditor) can verify. Refunding after that point would leave a permanent registry entry against a reversed transaction, which conflicts with the evidence-integrity guarantees the product exists to provide.

The seven-day, pre-generation limit may be waived only in the following narrow cases: • Duplicate charge caused by a payment-processor error. • Charge on an account the buyer did not authorize (reported promptly and cooperatively with the payment processor's dispute process). • A documented PEGTrace service defect that prevents package generation and that PEGTrace cannot resolve within a reasonable period after the buyer reports it. Exceptions are handled case by case and require good-faith cooperation with the payment processor's own dispute procedures.

Send a refund request from the institutional email associated with the purchase to support@pegtrace.com. Include the Stripe receipt number or checkout session identifier, the case reference the purchase was applied to, and a brief description of the reason. Requests that meet Section 2 (within 7 days, no package generated) are processed to the original payment method. Requests under Section 4 are reviewed and responded to in writing.

If you believe a charge is unauthorized or otherwise disputable, contact support@pegtrace.com before initiating a chargeback. Chargebacks filed without first contacting PEGTrace may result in suspension of the associated institutional account pending resolution, since chargebacks against a completed evidence-package registration also affect that package's registry status.

support@pegtrace.com support@pegtrace.com