Service Delivery Policy

01Digital delivery

Iktinah provides digital services; no physical goods are shipped. The open-source Zotero plugin is obtained from the linked source-code release. An account becomes available after required email or identity verification. Free hosted features are delivered when the account is activated.

When paid checkout is available, a paid entitlement is normally added automatically after Tap confirms payment. Checkout states the plan, term, seats or quantity, total price, tax treatment, renewal status, and expected delivery before you submit the order.

02Confirmation and evidence

We display an order result and record the entitlement in Billing. A receipt or invoice is made available to the signed-in purchaser and sent to the account email. Save the receipt number when contacting support.

A pending bank authorisation is not final delivery. Access is granted only after the payment provider reports a successful charge.

03Delays and delivery problems

If payment succeeds but the entitlement is not visible, do not pay again. Refresh Billing, check the payment status, then contact [email protected] with the checkout or bank reference and account email. Do not send a full card number.

We will investigate and either deliver the purchased service, void an uncompleted authorisation, or refund an incorrect captured payment. Rights concerning a delay exceeding 15 days are described in the Refund and Cancellation Policy.

04Availability and maintenance

Hosted functions depend on internet and third-party infrastructure. Planned maintenance and urgent security work may temporarily interrupt access. We use reasonable efforts to restore service and preserve stored content, but you should maintain exports of research material that is critical to your work.

05Support and complaints

Submit an account, delivery, billing, or complaint case through Support. We acknowledge stored requests with a reference and route payment issues separately from public project issues.