Refund Policy

1. Our Commitment to Quality

Pinnacle Papers is committed to delivering high-quality business research that meets your stated objectives. Before we begin any project, we confirm the scope, timeline, and requirements in writing. We offer free revisions to ensure you are satisfied with the final deliverable. Our goal is that every client receives a report that fully meets their research needs.

2. Free Revisions Before Requesting a Refund

All projects include up to two rounds of free revisions submitted within 7 days of delivery. Revisions are the fastest way to ensure you receive exactly what you need. To request a revision, email us at support@pinnaclepapers.com with specific feedback on what needs to be changed.

3. Refund Eligibility

Full Refund

• We fail to deliver the completed report within the agreed delivery timeline and you choose not to wait
• The delivered report does not address the research scope confirmed in writing before the project commenced
• We cancel your project before delivery for any reason within our control

Partial Refund

• The delivered report partially addresses your scope but contains significant gaps that cannot be resolved through revision
• We delivered late and you still accepted the report, but the delay caused demonstrable inconvenience

The amount of a partial refund will be determined on a case-by-case basis and communicated to you within 3 business days of your request.

No Refund

• You change your mind about the project after work has commenced
• The report was delivered on time and addresses the confirmed scope, but you are dissatisfied with the conclusions or findings
• You provided inaccurate, incomplete, or misleading project information
• The report has already been approved, used, or published by you
• A refund request is submitted more than 14 days after delivery
• The project was cancelled by you after work had already begun

4. Refund Summary

Situation	Eligibility	Timeline
Late delivery — you choose not to accept	Full refund	5 to 7 business days
Report does not match confirmed scope	Full refund	5 to 7 business days
Project cancelled by Pinnacle Papers	Full refund	5 to 7 business days
Significant gaps after 2 revision rounds	Partial refund	5 to 7 business days
Change of mind after work begins	Not eligible	—
Dissatisfied with findings, scope was met	Not eligible	—
Request submitted after 14 days	Not eligible	—

5. How to Request a Refund

Send an email to support@pinnaclepapers.com with the following:

• Your full name and the email address used when placing the order
• Your order or invoice reference number
• A clear description of the issue and why you believe a refund is warranted
• Any relevant supporting information

We will acknowledge your request within 1 business day and provide a resolution within 3 business days.

6. Refund Processing

Approved refunds are returned to the original payment method used at the time of purchase. Processing typically takes 5 to 7 business days to appear in your account after we have approved the refund. We will send you a confirmation email once the refund has been processed on our end.

7. Disputes

If you are not satisfied with our resolution of your refund request, you may contact us to escalate the matter. We are committed to resolving disputes fairly and professionally. Please allow us the opportunity to resolve any issue before initiating a dispute with your payment provider or bank.

8. Contact Us

Pinnacle Papers, Nairobi, Kenya
support@pinnaclepapers.com