Acknowledging your request does not mean the money has already been returned. Refunds are handled manually.
Timing
The commercial guarantee is usually handled within 5 working days. For a valid withdrawal, the terms provide for repayment within 14 days of receiving it, using the original payment method unless you expressly agree otherwise, without a fee to you. Your bank or payment method may need time to display the processing.
If the money has not appeared
Find the confirmation email and check the original payment method. Preferably reply in the same support conversation with the order reference and request date. If another person paid, that payer should check their original payment method.
Access after a full refund
A refunded report may be locked again, including for readers using its share link. An earlier PDF download is not remotely removed from your device. Do not assume that online access will continue after a refund.
If access unexpectedly disappears without an understood refund, contact support before paying again. See also requesting a single-report refund.