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Refund Policy

Last updated: 3 September 2026

This policy is part of our Terms of Service. All refund requests must be sent to hi@thesilkroad.app or through the order's message thread.

1. Consultations

Before we start: cancel any time for a full refund.
After we start (a specialist has been assigned and begun research, or a call has been scheduled and confirmed): 50% refund.
After delivery of the written report or completion of the call: no refund. If you believe the consultation did not address your question, tell us within 7 days and we will revise it or offer a follow-up at no charge.

2. Procurement quotes, price comparisons

Submitting a request is free, so there is nothing to refund until you accept a quote. Once accepted, the rules in section 3 apply.

3. Errands, purchasing and shipping

Before execution begins: full refund of the service fee. Any goods already paid to a supplier at your instruction are refunded only to the extent the supplier refunds us.
During execution: we refund the service fee for the part of the task not yet performed, less costs actually incurred on your behalf (goods purchased, freight booked, travel for site visits, translation or notarisation already done). We will send an itemised statement.
After completion: no refund of the service fee. If goods arrive damaged or not as described, tell us within 7 days of delivery with photos; we will pursue the supplier or carrier for you and pass on any compensation we recover.

4. When we cancel

If we decline or cancel a task because it is illegal, non-compliant, or cannot be carried out safely, you receive a full refund of any service fee paid. If we cannot complete a task for reasons within our control, we refund the service fee for the uncompleted part in full.

5. Exceptions

Refunds are not available for costs already incurred with third parties that cannot be recovered (non-refundable supplier deposits, customised or made-to-order goods, booked freight, perishable items), nor for delays caused by customs, carriers, force majeure or your own late instructions.

6. How refunds are paid

Refunds go back to the original payment method within 10 business days of approval. Bank or payment-provider fees and exchange-rate differences are not reimbursed.

This policy is written in English; translations are provided for convenience only and the English version prevails.