In short
ilomi sells digital reports and prepaid check-in packs. Because the report is delivered instantly and cannot be returned, purchases are not refundable for a change of mind.
The two exceptions
- Duplicate charge: if you were charged more than once for the same purchase, we refund the duplicate.
- Technical failure: if you paid and the report was not delivered or cannot be opened, and we cannot fix it, we refund the purchase.
How to ask
- Write to [SUPPORT EMAIL] with the email you used at checkout and your assessment code (ILM-XXXX-XX).
- We reply within 3 business days.
Prepaid packs
- Packs (3, 6, 12 check-ins) are prepaid credits with an expiry date shown at purchase and in My reports. Unused credits expire at that date and are not refunded.
- Packs are not gift cards and cannot be transferred.
Where we sell
- Paid reports and check-in packs are currently sold only to buyers in the United States and Canada.
Your legal rights
- Nothing in this policy limits rights you have under the consumer law where you live that cannot be waived — for example, your remedies when digital content is faulty or not as described.
Refunds and chargebacks
- A refund or chargeback closes the purchase it relates to: remaining credits are removed and the report opened with that purchase is locked.
- Purchases are sold through our payment partner, [Payment partner], whose name appears on your card statement. If you don't recognize a charge, write to us first — it's the fastest way to sort it out.
Questions
[SUPPORT EMAIL]