Hidden InSight Labs — operated by System Lens Evaluation (システムレンズ評価), Japan
Contact: contact@hiddeninsightlabs.com
All services are delivered digitally. No physical goods are provided.
Hidden InSight Labs provides digital software evaluation services. All deliverables — including findings reports, recommendations, and walkthrough meetings — are delivered digitally. No physical goods are shipped at any time.
Because our services involve the allocation of independent tester time and analyst resources immediately upon engagement commencement, our refund policy reflects the nature of this work.
Before testing begins: full refund available if requested before access to your app has been confirmed and testing has commenced.
After testing begins: no refund is available once access to your app has been confirmed and testing has commenced. Tester time and resources have been committed at this point.
Specifically:
We are committed to delivering findings reports that are structured, specific, and actionable. If you believe the report delivered does not meet a reasonable standard of quality for the scope tested, please contact us at contact@hiddeninsightlabs.com within 7 days of delivery.
We will review your concern and, at our discretion, offer one of the following resolutions: supplementary findings, a revised report section, or a credit toward a future engagement. Refunds on quality grounds are considered case by case and are not automatic.
For engagements beyond Level 1, refund and cancellation terms are governed by the specific service agreement or statement of work entered into between the client and Hidden InSight Labs prior to engagement commencement. If no separate agreement is in place, the following applies:
Please contact contact@hiddeninsightlabs.com to discuss cancellation of any ongoing engagement.
Add-on services (raw session recordings and hosted focus groups) follow the same refund terms as the primary engagement level to which they are attached. Once a session recording or focus group has commenced, no refund is available for that add-on.
To request a refund or discuss a cancellation, email contact@hiddeninsightlabs.com with:
We aim to respond to all refund requests within 2 business days. Approved refunds are processed via the original payment method through Stripe and typically appear within 5–10 business days depending on your bank.
If you are a consumer, you may have statutory rights under the consumer protection law of the country in which you are based. These rights are not affected by this policy.
By completing a purchase and acknowledging that the digital service will commence within the cancellation window (where applicable under your local law), you expressly consent to the supply of the digital service beginning immediately, and acknowledge that any statutory right to cancel that would otherwise apply may be waived once the service has commenced.
Nothing in this policy limits or excludes any statutory rights you may have as a consumer under the law that applies to you.