Refund & Cancellation Policy

1. How Sherlock is billed

Sherlock is billed per interview, not by subscription. Each interview shows its full price in US Dollars (exclusive of any taxes that may apply) before you pay. Unlocking a case is a one-time purchase processed by our payment provider; there is no auto-renewal and nothing recurring to cancel. Promotional codes and the free first case apply where stated at checkout.

2. What a purchase delivers

An interview unlock is a digital service delivered substantially at the moment of unlock: the research dossier, every planned interview round with a free retake, the scored report, a spoken debrief, and a downloadable PDF packet.

3. When we refund

We refund an interview in full, on request to support@sherlock.ai, if:

(a) a paid interview fails to deliver its rounds or report for technical reasons on our side; or

(b) you have not started any interview round and you ask us within 7 days of payment.

Once interview rounds have been taken, purchases are otherwise non-refundable, because the service has been substantially delivered. Any non-waivable refund or cancellation rights available to you under the Consumer Protection Act, 2019 and related rules continue to apply and are not limited by this policy.

4. How refunds are processed

Approved refunds are issued to the original payment method through our payment provider, typically within 5 to 10 business days depending on your bank. A refunded case is re-locked. Promotional unlocks and the free first case carry no payment, so there is nothing to refund on them.

5. Contact

For refund requests and payment questions, email support@sherlock.ai from the address on your Sherlock account, with the interview name. We respond to refund requests within 3 business days.

Note for launch: the registered legal entity name and registered office address must be inserted here and in the Terms, and this policy confirmed by counsel, before public launch.