Refund Guarantee

This is our written commitment to every approved shopper. It is incorporated into our Terms of Service by reference and forms part of the contract between you and Holloway Consumer Research LLC.

What we guarantee

We will reimburse you the full purchase price of any product you buy under an approved assignment, including sales tax and standard shipping charges, within forty-eight (48) hours of our receipt of:

1. A screenshot of your completed survey, and
2. A screenshot or PDF of your retailer order confirmation showing the order number, date, items purchased, and total amount paid.

Reimbursement is sent by PayPal to the email address associated with your shopper account. PayPal transaction fees, if any, are paid by Holloway. The amount you receive will equal the amount shown on your retailer order confirmation.

What "48 hours" means

The 48-hour clock begins when the second of the two required documents (survey screenshot and order confirmation) reaches us at claims@hollowayconsumerresearch.com. If you submit the survey at 4:00 PM Mountain Time on a Monday and your order confirmation arrives at 9:00 AM Mountain Time on a Tuesday, your reimbursement will be sent no later than 9:00 AM Mountain Time on Thursday.

The 48 hours is a calendar-time guarantee, not a business-hours guarantee. Weekends and holidays are included.

What's covered

• The exact amount you paid the retailer for the assigned product
• Sales tax charged by the retailer
• Standard shipping charged by the retailer

What's not covered

• Expedited shipping upgrades you chose voluntarily (standard shipping is included; faster shipping is at your own cost)
• Returns or partial credits you accept from the retailer (you must keep the product to qualify for reimbursement)
• Add-on items you purchase that were not part of the assignment
• Currency conversion costs (we only assign products from U.S. retailers in U.S. dollars)
• Any taxes or fees imposed on you outside of the standard sales tax shown at checkout

What disqualifies a reimbursement

To remain eligible, you must:

1. Purchase the product from the retailer specified in your assignment, not a third-party reseller;
2. Purchase within seven (7) days of accepting the assignment;
3. Submit your completed survey and order confirmation within seven (7) days of receiving the product;
4. Submit honest, independent survey responses based on your actual purchase experience;
5. Not return the product to the retailer or seek any other refund or credit on the order.

If we have a reasonable basis to question the authenticity of a submission, we may delay payment for up to seven (7) additional days while we verify. We will notify you in writing if we exercise this option, and we will pay any qualified claim within 24 hours of completing verification.

What happens if we miss the deadline

If we fail to send your reimbursement within 48 hours of receiving both required documents (and we have not invoked the verification provision above), we will pay you an additional $25 inconvenience credit along with your full reimbursement.

In nineteen years of operation, we have missed this deadline twice. Both times we paid the full reimbursement plus the inconvenience credit on the next business day.

How to claim a late reimbursement

If your reimbursement has not arrived within the guaranteed window:

1. Confirm the PayPal email address on your shopper account is the one you check;
2. Email claims@hollowayconsumerresearch.com with the subject line "Late Reimbursement";
3. Call (801) 599-8973 between 9 AM and 5 PM Mountain Time, Monday through Friday.

A real person will respond the same business day.

Maximum liability under this guarantee

Our liability under this guarantee is capped at the purchase price of the assignment plus the $25 inconvenience credit, if applicable. This guarantee does not extend to consequential damages, lost time, or other incidental costs.

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