Refund Policy

The short version

We want you to feel good about your report. If it is not right for you, ask for a refund within 14 days and we will refund you in full. The quickest way is our short refund form, and a plain email to hello@fathomself.com works just as well and needs only your order details. You also see a free summary before you buy, so you know what you are getting. And if something is genuinely wrong, you have rights under the law, and we will put it right.

Request your refund

You never have to use the form. Emailing us your order details is always enough.

When we will refund you

We will give you a refund if:

1. You paid but did not receive your report.
2. The report failed to generate, was empty, or was clearly broken.
3. You were charged the wrong amount or charged twice.
4. The report was not as described.

Change-of-mind refunds can be requested within 14 days. Refunds for a faulty, missing, or wrongly charged report can be requested within 30 days. Your rights under the Consumer Guarantees Act 1993 are not limited by these timeframes.

If any of these happen, email hello@fathomself.com with your order details and we will sort it out, including a full refund where that is the right outcome.

Change of mind

We want you to feel good about your report. If it is not right for you, ask within 14 days of purchase and we will give you a full refund. Use our quick refund form, or just email hello@fathomself.com with your order details, whichever you prefer. You also see a free summary before you buy, so you know what you are getting.

Your rights under New Zealand law

If you are a New Zealand consumer, the Consumer Guarantees Act 1993 gives you guarantees we cannot exclude. Your report must be of acceptable quality, fit for its purpose, and match how we described it. If it does not, you are entitled to a remedy, which may include a refund. This policy does not take those rights away.

Your rights if you live elsewhere

If you live outside New Zealand, you may have additional consumer rights under the law where you live, and nothing in this policy removes rights that cannot legally be excluded.

How payments and refunds are processed

Your payment is handled by a third-party payment provider. Refunds are processed back to your original payment method through that provider, and the provider's terms also apply. Refunds usually take a few business days to appear, depending on your bank.

Chargebacks

If you think there is a problem with your purchase, please email us first at hello@fathomself.com. We can almost always resolve it faster than a chargeback, and we would rather fix it directly.

Contact

For any refund question: hello@fathomself.com