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BIG Intelligence Nexus — Refund Policy

Effective date: July 17, 2026 Last updated: July 17, 2026

This Refund Policy explains when BIG INTELLIGENCE AI, LLC ("BIG Intelligence," "we," "us," or "our") will refund a purchase made through the Nexus platform at https://truthgap.bigintelligenceai.com. This Policy is part of, and should be read together with, our Terms of Service.

1. What we sell

We sell downloadable digital reports (PDFs) prepared under our Brand Coherence Audit methodology:

  • Single vehicle report: $4.99
  • Bundle of three reports: $11.99

Each purchase is a single, one-time transaction. There are no subscriptions and no recurring charges. BIG INTELLIGENCE AI, LLC is the merchant of record for every sale. Stripe is our payment processor; for the payment data Stripe collects directly from you at checkout, Stripe acts as an independent controller under its own privacy notice.

2. Refund window

You may request a refund within 7 days of the purchase date. Requests received after 7 days will not be honored except where required by applicable law.

3. When a report is refundable

Within the 7-day window, a report is refundable if:

  • You experienced a documented delivery failure — for example, the report-delivery email did not arrive, the download consistently failed, or your account showed no way to re-generate a valid link — and the issue could not be resolved by our support team; or
  • You were charged more than once for the same report or bundle (duplicate charge).

4. When a report is NOT refundable

Because these are digital goods and each PDF contains the full deliverable, a report is not refundable once the PDF has been downloaded, except in the cases of delivery failure or duplicate charge described in Section 3.

If you download a PDF and later change your mind about the analysis, its scores, or its conclusions, that is not a basis for a refund. The Brand Coherence Score and the analysis are editorial opinion, and disagreement with the analysis does not entitle you to a refund. Please review the sample reports and the description on the product page before purchasing.

5. Free credits

Free report credits granted through our free sign-up tier or through promotional flows have no cash value and are not redeemable for money. If a report was delivered against a free credit rather than a paid transaction, no refund is owed, because no payment was made.

6. How to request a refund

Email support@bigintelligenceai.com with all of the following:

  1. The email address used at checkout.
  2. The invoice number (format: INV-YYYYMMDD-XXXX, shown on your invoice email and on the checkout success page).
  3. A brief description of the reason for the request (delivery failure, duplicate charge, etc.), and any diagnostic detail you can share (a screenshot, an error message, the approximate time of the failed download).

We will acknowledge your request within 2 business days and either approve it, request more information, or explain why the request is declined.

7. How refunds are issued

Approved refunds are returned to the original payment method through Stripe. Once approved on our side, the credit typically appears on your card statement within 5 to 10 business days, depending on your card issuer.

  • Delivery-failure refund: we refund the full amount for the report(s) that failed to deliver.
  • Duplicate-charge refund: we refund the duplicate charge only; the original charge stands and the original report entitlement is preserved.

8. Chargebacks

If you believe you have grounds for a refund, please contact us at support@bigintelligenceai.com first. Initiating a chargeback with your bank without contacting us delays resolution and may result in your account being disabled while the chargeback is under review. Once a chargeback is filed, we may respond directly to your card issuer using the transaction record, invoice, and delivery evidence on file.

9. Contact

BIG INTELLIGENCE AI, LLC support@bigintelligenceai.com