Refund and
Cancellation Policy

Section 01

Definitions

Digital Service

A service delivered in digital form, including digitally generated reports, platform access, and online intelligence tools. There are no physical goods associated with any Planets IX purchase.

Report Generation

The process by which Planets IX processes submitted data to produce an Intelligence Output. Generation commences: for Pulse Reports, upon receipt and processing of your data submission; for Deep Reports, upon receipt and acceptance of your data submission by the Planets IX team; for individual profiles, upon receipt of the required parameters.

Material Technical Failure

A failure caused by a defect or error within the Planets IX platform that results in: (a) a report not being accessible or deliverable through no fault of your own; (b) a report being materially corrupted or incomplete due to a platform error; (c) a platform error preventing generation from commencing after successful payment; or (d) a duplicate payment due to a processing error. Material Technical Failure does not include: dissatisfaction with an output's content or conclusions; outputs reflecting data accurately submitted by you; or delivery delays caused by your failure to submit required data.

Consumer

An individual accessing the Service primarily for personal, domestic, or private purposes. Consumer-specific statutory protections apply where mandatory local law so provides.

Enterprise Client

A business or organisation that has entered into a separate commercial arrangement with Planets IX. Enterprise agreement terms govern refunds for Enterprise Clients.

Business Day

Monday to Friday, excluding UAE public holidays. All response and processing timeframes in this policy are calculated in Business Days unless stated otherwise.

Time References

All time periods and deadlines in this policy — including the 24-hour pre-generation cancellation window in Section 8.3 — are calculated using Gulf Standard Time (GST, UTC+4) unless otherwise specified.

Section 02

Nature of Our Services

All Planets IX services are Digital Services. There are no physical goods, tangible items, or hard-copy deliverables associated with any purchase. Reports and Intelligence Outputs are generated and delivered digitally following payment confirmation and data submission. This policy applies to Consumer and business purchases unless a separate Enterprise agreement specifies different terms.

Section 03

General Position

Except as required by applicable law or expressly provided in this policy, purchases of digitally delivered services are generally non-refundable once the Digital Service has commenced performance.

This reflects the nature of our services: Intelligence Outputs are generated specifically from data you submit and are made available upon generation. Once generated, the Digital Service performance is complete and the output cannot reasonably be returned. This position is consistent with digital service practice across applicable jurisdictions and is subject to all statutory rights described in Section 15, including those available under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and equivalent consumer protection legislation in other jurisdictions.

AI-assisted output variability. Our analytical framework applies Planets IX's proprietary methodology consistently to the data you submit; the output for a given, unchanged data set is consistent. Where a regenerated report reflects different data, additional parameters, or a refined input, resulting differences in wording, emphasis, or framing reflect the updated input and do not, on their own, constitute a defect or grounds for refund.

Personal data used in refund requests. Information you provide in connection with a refund request — including identity verification, payment records, and account details — is processed in accordance with our Privacy Policy on the basis of contractual necessity and our legitimate interest in fraud prevention.

Refund as sole remedy. Except as required by mandatory statutory consumer rights described in Section 15, a refund issued in accordance with this policy constitutes your sole and exclusive remedy in relation to the circumstance giving rise to that refund.

Section 04

Immediate Performance Consent

By placing an order for any Digital Service, you expressly request that Planets IX begin supplying the Digital Service immediately after purchase and before the expiry of any statutory cancellation period that may otherwise apply under applicable consumer law in your jurisdiction.

You acknowledge that, where applicable law provides a right to cancel digital services within a cooling-off period, that right is lost once performance of the Digital Service has commenced — which occurs at the point your data submission is received and processing begins — and you confirm your consent to immediate commencement of performance.

This confirmation is required at checkout for all report and Digital Service purchases and is presented as a mandatory acknowledgement before payment is finalised. Where this confirmation is not presented at checkout, the applicable statutory cancellation period applies and you may cancel within that period for a full refund.

This section satisfies the requirements of consumer digital service law in jurisdictions requiring express consent to commencement of digital service performance before a statutory cancellation period expires, including applicable consumer regulations in the United Kingdom and equivalent frameworks where Planets IX operates.

Section 05

One-Time Report Purchases

5.1   Business Pulse Report

No refund is ordinarily available once the report has been generated and made available to you. If you have paid but not yet submitted the required data, a cancellation request may be considered under Section 8.3. Dissatisfaction with the content, framing, or conclusions of the report does not ordinarily constitute grounds for a refund. If you believe the report contains an error attributable to a platform failure rather than your submitted data, contact us under Section 9.

5.2   Deep Report

No refund is ordinarily available once Report Generation has commenced. Given the resource-intensive nature of Deep Report generation, commencement occurs at the point your data submission is received and accepted by the Planets IX team. If you have paid but not yet submitted data, a cancellation may be considered under Section 8.3.

5.3   Individual Profiles

No refund is ordinarily available once a profile has been generated and delivered, regardless of whether the purchaser agrees with or acts on the output.

Section 06

Subscription Plans

6.1   Cancellation

Cancel at any time via account settings or by contacting care@planets9.com. Cancellation takes effect at the end of the then-current billing period. You retain access until the end of the paid period.

6.2   No Mid-Period Refunds

Planets IX does not ordinarily issue refunds or credits for partial billing periods. Cancellation mid-period results in no refund for unused time in the current period, except where required by mandatory applicable law (see Section 15).

6.3   Free Trial Cancellation

Cancelling during a free trial period before it ends results in no charge. If you do not cancel before the trial ends, your payment method will be charged the applicable subscription fee at commencement of the first paid period. First-period charges are non-refundable except in the event of a Material Technical Failure.

Section 07

Enterprise Licences

Refund and cancellation rights for Enterprise Clients are governed by the applicable enterprise agreement. In the absence of a specific provision, this policy applies.

Section 08

Eligible Refund Circumstances

Notwithstanding the general position, Planets IX will process a refund in the following specific circumstances. All claims must be submitted within the stated timeframes.

8.1   Material Technical Failure

If a report or output is not delivered due to a Material Technical Failure within our platform — and not due to any error or delay on your part — you are entitled to a full refund or, at Planets IX's option, a corrected or regenerated report (see Section 9). Claims must be reported within 7 days of the expected delivery date.

8.2   Duplicate Charge

If your payment method is charged more than once for the same order due to a technical error — including duplicate settlements arising from multiple pending authorisations — the duplicate charge will be refunded in full. Claims must be submitted within 14 days of the transaction date with supporting evidence.

8.3   Pre-Generation Cancellation

If you have paid for a one-time report but have not yet submitted the required data, and you request cancellation within 24 hours of payment, Planets IX will issue a full refund where the following objective criteria are met: (a) the cancellation request is received within the 24-hour window; (b) no data submission has been received for that order; and (c) Report Generation has not commenced. This window does not apply to subscriptions or enterprise licences.

8.4   Unauthorised Transaction

If you believe a charge was made without your authorisation, contact care@planets9.com immediately and notify your bank or card issuer. Planets IX will cooperate with your payment provider's fraud investigation. Decisions are made by the payment provider in accordance with their fraud and dispute procedures.

8.5   Service Withdrawal by Planets IX

If Planets IX permanently discontinues a service for which you hold a paid, unexpired subscription or unfulfilled one-time purchase, a pro-rata refund will be issued for the unused paid period or unfulfilled purchase.

8.6   Identity and Payment Verification

Before processing a refund, Planets IX may request reasonable verification of your identity and the original payment, such as confirmation of the registered account email, the order reference, or proof of payment. This is a standard fraud-prevention step. Failure to provide reasonably requested verification within 14 days may delay or prevent processing of the refund request.

8.7   Gift and Third-Party Purchases

Where a report or service is purchased as a gift or on behalf of a third party, refund eligibility under this policy is assessed against the purchaser's account and payment method. Any approved refund is issued to the original purchaser via the original payment method; the policy does not create an independent refund right for the recipient of a gifted report.

8.8   Promotional Pricing, Discounts, and Bundles

Where a purchase was made using a discount code, promotional price, or as part of a bundled offer, any approved refund reflects the actual amount paid for that purchase, not the standard list price. Gift cards, promotional balances, referral bonuses, and other non-cash credits have no cash value and are non-refundable except where required by applicable law.

8.9   VAT and Other Indirect Taxes

Where VAT or an equivalent indirect tax was charged on the original transaction, any refund of that tax component is processed in accordance with applicable VAT or equivalent tax legislation in the relevant jurisdiction. Where the tax has already been remitted to the relevant authority and cannot be reclaimed through the payment infrastructure, we will provide documentation to support your own claim with the tax authority where applicable.

8.10   Maintenance and Temporary Service Interruption

Scheduled maintenance or brief, temporary service interruptions do not, on their own, constitute a Material Technical Failure or give rise to a refund right, provided the Service is restored within a reasonable period. Section 16 (Force Majeure) governs more extended interruptions.

8.11   Delivery to Inaccurate Account Information

Where a report or notification cannot be delivered because the email address or other contact information on your account is inaccurate or out of date, this does not constitute non-delivery or a Material Technical Failure. Please ensure your account details are current.

8.12   Maximum Refund Amount

Where a refund is approved under this policy, it is capped at the amount you actually paid for the relevant purchase, net of any discount, promotional credit, or non-cash balance applied at checkout.

Section 09

Correction and Regeneration Instead of Refund

Where a report contains an error attributable to a platform or processing failure on our part — as distinct from data submitted by you — Planets IX may, as an alternative or precondition to a refund, offer to:

• Regenerate the report using the original submitted data with the error corrected
• Issue a corrected or supplementary output addressing the identified error
• Extend a subscription or issue service credits in lieu of a cash refund
• Provide a partial refund where only part of the service was affected

You may accept or decline any offered alternative. If you decline and your claim meets the criteria in Section 8, a refund will be processed. Correction or regeneration does not extend any limitation period for making a refund claim.

Section 10

Data Correction Before Report Generation

If you realise you have submitted incorrect data before Report Generation has commenced, contact care@planets9.com immediately. We will make reasonable efforts to allow you to correct the submission before generation begins. Once Report Generation has commenced, correction requires a new purchase. Submitting incorrect data does not ordinarily entitle you to a refund, as the report will have been generated from the data you provided.

Section 11

How to Request a Refund

Submit all refund requests to care@planets9.com or via any support channel published on https://planets9.com, with the following:

• Full name and registered email address
• Order reference number or transaction ID
• Name of the report or service for which a refund is requested
• Date of purchase and amount charged
• Clear description of the reason, referencing the applicable eligible circumstance in Section 8
• Supporting evidence where relevant (e.g. screenshot of duplicate charge, non-delivery confirmation)

All complaints should be submitted within 30 days of the date the issue arose or the report was delivered. We will acknowledge requests within 3 business days and provide a decision within 10 business days of receiving complete information.

Complaint Escalation

• Step 1 — Support: Contact care@planets9.com with your request and reference number
• Step 2 — Compliance review: If unresolved, request escalation to compliance review in your follow-up
• Step 3 — Consumer authority: If still unresolved, you may contact the relevant consumer protection authority in your jurisdiction

Section 12

Refund Processing

12.1   Method

Approved refunds are returned to the original payment method. We do not issue refunds in cash or to a different payment method than the original.

12.2   Timeframe

Once initiated by Planets IX, refund timeframes depend on your payment provider: credit and debit cards typically 5–10 business days (some issuers up to 15); net banking and UPI 3–7 business days; digital wallets 2–5 business days. Planets IX is not responsible for delays caused by your bank or payment provider. We will provide a refund confirmation reference upon initiation.

12.3   Currency

Refunds are processed in the currency of the original transaction. Planets IX is not responsible for exchange rate differences, bank fees, or intermediary charges applied by your financial institution.

12.4   Taxes

Where a refund is issued, taxes collected on the original transaction will be refunded to the extent required by applicable tax law and technically feasible. Where taxes have already been remitted to the relevant authority and are legally non-refundable, the refund will be issued net of those taxes with documentation provided on request.

Section 13

Refund Refusal Grounds

Refund requests may be refused where:

• The request does not meet any eligible circumstance in Section 8
• The request involves fraud, misrepresentation, or manipulation of submitted data
• Multiple duplicate refund requests are submitted for the same transaction
• The request is submitted outside the applicable timeframe
• The user is in breach of the Terms and Conditions
• The reported issue is attributable to data submitted by the user rather than a platform error
• A chargeback for the same transaction has already been initiated with the payment provider
• The request forms part of a pattern of repeated or serial refund requests indicating abuse of this policy, which may also result in account suspension
• Reasonably requested identity or payment verification under Section 8.6 is not provided

We will provide a written explanation for any refusal, including the reason and any right of appeal.

Section 14

Chargebacks and Payment Disputes

We encourage you to contact care@planets9.com before initiating a chargeback. If you initiate a chargeback without first contacting us, we reserve the right to suspend your account pending resolution and to provide transaction evidence to the payment provider demonstrating service delivery. Where a chargeback is determined by the payment provider to be without merit, and to the extent permitted by applicable law and the relevant payment network's rules, Planets IX reserves the right to contest it and recover the disputed amount and associated processing fees. All refunds and chargebacks remain subject to the rules of the applicable payment network and processor.

Section 15

Statutory Consumer Rights

Nothing in this policy limits or excludes any statutory right you hold under the mandatory consumer protection laws of the jurisdiction from which you access the Service. Where such rights apply and conflict with this policy, statutory rights prevail. This includes, without limitation:

• Rights of refund for defective, misdescribed, or undelivered services under consumer protection legislation, including rights relating to the quality, fitness for purpose, and conformity with description of digital content under applicable consumer law
• Cooling-off or cancellation rights for digital services where the Immediate Performance Consent mechanism in Section 4 has not been applied at checkout
• Rights of remedy for misrepresentation, unfair trading, or deficiency of service under applicable consumer law, including under the UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection and India's Consumer Protection Act 2019
• Rights of appeal to consumer authorities or ombudsman schemes where available
• Rights relating to easy cancellation of automatically renewing subscriptions, which we provide through account settings and direct contact regardless of the channel used to subscribe

This policy does not affect any remedies available under applicable consumer protection law in cases involving fraud, misrepresentation, or deficiency of service.

Business purchases. Where the Service is purchased by a business or in connection with a trade, profession, or business activity rather than for personal, domestic, or private use, that purchase is not a consumer transaction, and the consumer-specific statutory rights described in this section do not apply; this policy governs in full, subject to any business-applicable mandatory law.

Insolvency. If Planets IX ceases trading or becomes subject to insolvency proceedings, any outstanding refund obligations will be administered in accordance with applicable insolvency law, and your claim will be treated as required under that law.

If you believe a mandatory consumer right applies to your situation that is not addressed in this policy, contact care@planets9.com and we will assess your request against applicable law.

Section 16

Force Majeure and Service Interruption

Planets IX is not responsible for delays in report delivery or service performance caused by circumstances beyond its reasonable control, including internet or cloud infrastructure outages, cyberattacks, natural disasters, pandemic, or governmental restriction. In such circumstances, Planets IX will notify affected users promptly and make reasonable efforts to resume performance as soon as practicable. Force majeure events do not ordinarily give rise to a right of refund unless the service cannot be delivered within a reasonable extended timeframe, in which case a full refund will be offered.

Section 17

Policy Summary

This table is a convenience summary. Full section text prevails in case of conflict. Mandatory statutory consumer rights apply in addition to this summary.

Section 18

Contact Us

This policy is governed by the laws of the United Arab Emirates as applicable to an IFZA-registered entity. Consumer statutory rights in each jurisdiction apply in addition to and are not limited by this policy.