A company that will not put its refund rules in writing is asking you to trust the person who answers the email. These are the rules, they apply to every order, and they are the same ones promised on the order page.不愿把退款规则写下来的公司，等于让你去信任那个回邮件的人。规则如下，适用于每一单，和下单页上承诺的是同一套。
Access refused, address wrong, the site shut down, the auditor turned away at the gate: you get everything back, including the travel we paid for. We do not ask you to accept a report written from a phone call.工厂拒绝进厂、地址不对、厂区停产、审核员被挡在门口：全额退回，连我们已经付掉的差旅也我们自己承担。我们不会拿一份靠电话问出来的报告来抵账。
Every order starts with the concern you wrote down. If the delivered report does not address it — you asked whether the claimed capacity is real and the report never measured it — that is our miss, and it is refunded in full.每一单都从你写下的那个顾虑开始。如果交付的报告没有回答它——你问的是宣称产能是否真实，而报告压根没测——那是我们的失误，全额退。
Any time before the auditor is on site, for any reason or none. No cancellation fee, no questions about why you changed your mind.审核员上门之前的任何时间，任何理由，或者没有理由。不收违约金，也不问你为什么改主意。
In all three the refund is the full amount you paid, not a credit, not a discount on the next order.这三种情形退的都是你实付的全额，不是代金券，也不是下一单的折扣。
A sealed report is a document, not a product to be returned: we cannot un-know what we found. Delivery ends the refund, which is why the price, the scope and the delivery date are fixed before you pay rather than after.带封印的报告是一份文件，不是可以退货的商品——查到的东西没法「退回去不知道」。交付即结束退款，这也是价格、范围和交付期在付款前就定死的原因。
A factory that fails the checks is a result, not a defect. If the evidence is there and the verdict follows from it, the report stands — that is the thing you paid for.工厂没通过核查是一个结果，不是质量缺陷。证据在、结论由证据推出来，报告就成立——这正是你付钱买的东西。
We settle what has already been spent — travel and the days worked — and return the rest. The itemised statement arrives within five working days, before we touch the money.已发生的部分据实结算——差旅和人天——剩下的退回。明细在五个工作日内先发给你，再动钱。
If the report contains a factual error — the licence number is wrong, the headcount was counted on the wrong floor — we correct it, reissue the document under a new seal, and tell every account that already downloaded the old one. If that error was material to your decision, the order is refunded in full, delivered or not.如果报告里有事实写错——执照号错了、人数数错了楼层——我们更正并按新封印重新签发，同时通知每一个下载过旧版的人。如果这个错误足以影响你的判断，全额退款，不论是否已交付。
We would rather find our own mistake first. That is what the three-year evidence archive is for.我们更愿意自己先发现错误。三年的证据留档就是为这个。
One email with the order number and what went wrong. No form, no ticket number, no portal.一封邮件，带上订单号和哪里不对。不用填表、不用生成工单号、不用登门户。
A person reads it and says yes or no, with the reason. If it is yes, the amount is stated in the same reply.由人来看，给出同意或不同意的答复并说明理由。同意的话，金额在同一封回信里写明。
Card payments are refunded to the same card (5–10 business days to appear). Bank transfers are returned to the sending account, and we absorb the wire fee.卡付款原路退回同一张卡（5–10 个工作日到账）。电汇退回原汇出账户，中转手续费我们承担。
| Time limit时限 | Claim within 30 days of delivery. After that the file is archived and the engagement is closed, but a factual error is still worth an email.交付后 30 天内提出。超过之后文件已归档、委托已结案，但发现事实错误仍然值得写一封信。 |
| Who pays the fees手续费谁承担 | We do on a refund. On a card payment that is the acquirer's fee; on a wire it is the intermediary bank's.退款时我们承担。卡付款是收单行的费用，电汇是中转行的费用。 |
| Business buyers企业买家 | This is a business-to-business engagement that starts as soon as you pay, so a statutory cooling-off period does not apply. The rules above are deliberately wider than the law requires: before the visit, cancelling is free.这是企业对企业的一次性委托，付款后即开始履约，因此法定的远程销售冷静期不适用。上面的规则比法律要求宽：到厂之前取消，不收费。 |
A chargeback is a dispute filed with the buyer's bank. It freezes the amount for up to 60 days, costs both sides a fee, and asks a bank clerk to judge a due-diligence report. If something is wrong, write to us first: we answer in three working days and, in the three cases above, refund without being asked twice.拒付是向买方银行提起的争议。它会冻结这笔钱最长 60 天、双方各付一笔手续费，还要让银行柜员来评判一份尽调报告。如果有问题，先写信给我们：三个工作日内答复，属于上面三种情形的，不用你催第二遍就退。
Every order carries a payment trail, the report it paid for, and the time it was delivered — which is exactly the evidence a bank asks for. We would rather spend that evidence on answering you.每一单都留着付款流水、它买到的那份报告、以及交付时间——正好是银行要的那几样证据。这些证据我们更愿意花在回复你上。
Send the order number and one sentence about what is wrong. A person answers, and the answer comes with a reason.把订单号和一句话说明发过来。回信的是人，答复会带理由。
ops@osmangroupx.com