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Delivery, cancellations and refunds

Effective for new orders confirmed from 13 October 2026. Existing orders keep their agreed terms.

This policy applies to the ask research services at 8hats.ai/ask, sold by 8Hats Lab Pte. Ltd., UEN 202613872E, 68 Circular Road, #02-01, Singapore 049422. Read it with our service terms and privacy policy.

For an order, cancellation, correction or refund, reply to your order email or write to sales@8hats.ai. Phone: +65 8435 3640. Include the order reference and the problem. Do not send card details.

What you receive

These are digital research services. Results arrive by email as reports or download links, with PDF reports and Excel lists where included in the service. There are no physical goods, shipping charges or physical returns.

The hourly deadlines are elapsed hours, including weekends. Where information is missing, we ask for it; the delivery clock starts when we have the required information and, for paid work, payment. We contact you if a delay occurs. A later delivery date requires your agreement; it is not imposed by changing this page.

Cancelling an order

An unpaid request can be cancelled by email. No charge is made merely for sending it. If you paid but the work has not started, request cancellation for a full refund.

For a one-off report already in progress, contact us to confirm what has been completed and whether any unused portion can be refunded. A completed report has no automatic change-of-mind refund. This does not remove your rights if we fail to deliver the agreed service or its stated scope.

Month and quarter orders do not renew automatically. Their specific guarantees below apply once work starts. For a quarter cancellation after its first month, contact us about the remaining work; the first-month cancellation guarantee does not extend to the rest of the quarter.

If a report is late or incomplete

If a paid one-off report is not delivered within the stated deadline, you may agree to a new date or cancel the undelivered report for a refund. If a delivered report misses its agreed scope, contact us with the missing items so we can correct it or refund the unprovided part. A completely undelivered paid service is refundable in full.

Month of research guarantee

At the end of the 30-day period, each undelivered company profile is refunded at S$30. If no profiles are delivered, the full S$300 is refunded. Profiles already supplied in your free trial are not counted again.

Incorrect company profiles

If a contact does not work, 8Hats Lab replaces it free. When a company's published contact does not work, the decision maker has left, or the reason to buy is not on its source page, reply REPLACE and the company's name within 30 days. Within 5 working days the company is replaced free or, on a paid list, refunded. A replacement takes the place of the company it replaces and is not counted again.

The claim period runs from delivery of the profile. For an eligible paid-profile claim, we either supply the replacement or submit the refund within that same five-working-day remedy window. The general refund-processing maximum below does not extend this guarantee. A bank may take additional time to post the credit.

Quarter cancellation and shortfall

Pay for what you used. Leave in the first 30 days and you pay only for what you received, at one-off prices for companies and reviews. 8Hats Lab refunds the rest.

For that calculation, a company profile is valued at S$30 and a completed one-off review at its published one-off price when you ordered. The deduction cannot exceed what you paid; cancelling does not create an extra charge. We send the calculation with the refund decision.

The first 30 days run from the quarter's activation date. We confirm that date and any later feature start dates in the order before payment. Any separately valued service must have its cancellation value stated in that confirmation; an unstated charge is not deducted from the refund.

Short month? If fewer than 10 companies pass the bar in a month, the difference is added to your next list. Anything still owed when the quarter ends is your choice: a refund of S$30 for each company still owed, or the owed companies after the quarter at no extra charge, which is what happens if you do not reply. Companies without a named contact are listed apart and never counted.

The same profile or service is not refunded twice. These rules do not limit rights that cannot legally be excluded.

How refunds are paid

We submit approved refunds within 5 working days after approval. Working days are Monday to Friday, excluding Singapore public holidays. We confirm the amount and refund status by email.

The month-of-research shortfall refund above is automatic at the end of its period; it does not require a separate approval request. Its processing period runs from that period end. For a quarter shortfall, the refund processing period starts when you choose the refund.

Refunds go back through the original payment method, in the original transaction currency. For a card payment, we use the payment provider's refund process. Your bank or payment provider may take additional time to post the credit after we submit it; our processing deadline is not a guarantee of the date it appears in your account.

If the original payment method can no longer accept a refund, contact us so we can resolve it with the payment provider. You do not need to pay a fee or provide an OTP to request a refund from us.

Questions or complaints

Contact sales@8hats.ai or +65 8435 3640. The seller is 8Hats Lab Pte. Ltd., at 68 Circular Road, #02-01, Singapore 049422. Singapore law applies to these service purchases as stated in the service terms.