Refund Policy
Effective date: June 1, 2026 · Last updated: May 4, 2026
The 30-day money-back guarantee.If a report does not meet the quality standard described below, we refund the purchase. No small print, no “case-by-case” runaround.
You are entitled to a refund if
- The report did not generate or was not delivered. Pipeline failure or delivery failure — automatic refund, no request needed. Email refunds@firsthospitality.com if it has been more than 24 hours since checkout and you have not received your report (check your spam folder first).
- The report failed to meet the quality standard. Each report is built around a defined output. The standard is: at least one substantively researched finding, with a stated revenue impact range and a methodology note, that pertains specifically to the property you submitted (not generic boilerplate). If the report does not meet that standard, you are entitled to a refund.
- The report contains a material factual error about the subject property that goes to the substance of a finding (e.g., we attributed a brand affiliation, location, or class of service that is wrong, and that error is the basis for a finding). Cosmetic errors do not qualify on their own.
How to request a refund
Email refunds@firsthospitality.com from the address used at checkout. Include:
- Your order confirmation number (in your delivery email)
- The reason for the request, with one or two sentences of context
- For quality-standard claims, a brief description of what fell short
We respond within 2 business days and process approved refunds within 5–10 business days via Stripe to the original payment method.
What is not refundable
- Reports requested more than 30 days after delivery
- Reports submitted with materially inaccurate property information by the buyer (wrong URL, wrong property name, fictitious entity) — submit again with corrected information at full price, or contact support@hotelownertoolkit.com
- Reports already presented to a third party (operator, lender, board, prospective buyer, court, regulator, journalist, social media) or quoted publicly. Once the report has entered your external workflow, the value has been delivered and consumed.
- Reports requested for refund as a result of buyer's failure to read the report, the methodology, or any disclaimers presented at purchase
Abuse
The 30-day guarantee is offered in good faith. We reserve the right to decline refund requests where the same buyer has previously requested refunds on a pattern of purchases without specific quality-standard claims, or where the request is otherwise inconsistent with the purpose of the guarantee. We will explain our reasoning in writing.
This policy is part of our Terms of Service.