Full refund if we find nothing material.

What counts as a useful result

A useful result is material access delivered, attributable to you and sourced to verifiable records. Which shape it takes depends on the structural pension pattern of your country:

• STRONG_ID pattern: countries where public provider-level identification is structurally available (e.g. United Kingdom, Netherlands, France, Switzerland). You receive a named fund or administrator holding your pension, together with the sourced route to contact them.
• Guidance-value patterns: countries where no public service can identify a specific provider from employment history alone (WALLED / NO_MAPPING / THIN / CORRESPONDENCE / GRATUITY_ENTITLEMENT, e.g. Australia, Germany, Spain, Italy, Canada, Japan, Belgium, Luxembourg, South Africa, Ireland, New Zealand, Hong Kong, UAE, Sweden, Denmark, Norway, Singapore, Malaysia, India, Vietnam). You receive the genuine access-map (what exists, where your record sits, the dated deadlines and material traps that affect its value, and the sourced route in) together with your entitlement position on the facts available.

Either shape is a useful result on its own. Which one applies to you is set by the structure of your country's pension system, shown on the country page before you order, and again in the report you receive. Both are equally valid; neither is treated as inferior.

A bare restatement of free public portal URLs is not a useful result. The access-map limb requires substantive verified content (deadlines, traps, route and entitlement position) beyond a free register lookup.

How the refund works

When you get a refund (automatic, no action required):

• The Pension Identification Report produced neither a specific identification nor a verified access map beyond a free register check
• The refund is processed automatically when your report is delivered, no request, no form
• The decision is made at identification, before delivery. It is never dependent on what an administrator does or does not reply after you send your request

When you don't get a refund:

• The Pension Identification Report produced a useful result under either definition above
• The fee is for the research work, which has been completed and documented

If you disagree with the outcome:

• Our complaints process at /complaints applies
• We review every complaint individually and respond in writing within 10 business days
• If the review concludes the result didn't meet the useful-result threshold under either limb, the refund is issued

Refunds are processed to your original payment method via Stripe. Most banks reflect the credit within 5–10 business days.

The Enhanced Pension Identification Report and the Global Pension Identification Report

The Enhanced Pension Identification Report ($499) and the Global Pension Identification Report ($799) apply the same per-pattern definition of "useful result" across the countries searched: a named fund or administrator with the sourced contact route in STRONG_ID countries, or the access-map plus entitlement position and route in guidance-value countries. Full tier-by-tier wording is set out in our Terms.