1. When you are charged
You are charged at checkout, before the full 20-page scan runs. Buying is what triggers that scan; the report and PDF are produced afterwards, usually within a few minutes.
We are telling you this because it determines everything below: you pay before we know whether we can deliver. That risk is ours to carry, not yours, which is why the first section of this policy is unconditional.
2. We refund in full, automatically
No argument, no form, no time limit:
- The scan failed. Your store was password-protected, behind a bot-protection challenge, blocking our crawler, or otherwise unreachable, and no report was produced.
- The report never arrived and we cannot deliver it. Try the recovery page first — most missing reports are a lost email rather than a lost report.
- The report is materially defective — a corrupt PDF, missing findings, or guidance that does not correspond to the issues detected.
- You were charged twice, or charged for a re-scan included in a tier you had already bought.
Where we detect a failed scan on a paid order we will contact you and refund without waiting for you to ask. If we have missed one, tell us.
3. We refund at our discretion, within 14 days
- You bought the wrong tier — for example the audit when you meant audit plus re-scan. We will usually refund the difference or upgrade you instead.
- You bought for the wrong website. Tell us within 14 days and we will re-run it against the correct address rather than refund, if you prefer.
4. We do not refund
- Because the report found fewer issues than you expected. A short report is a good outcome, and it costs us the same to produce.
- Because the report found more issues than you expected, or because fixing them will cost more than the report did.
- Because automated testing did not find every barrier. We state before purchase, on the landing page, in the report and in our Terms, that automated testing detects roughly 30–40% of WCAG issues and is not a complete assessment.
- Because you received a demand letter or claim anyway. We never offered protection against that, and we say so explicitly wherever we can.
- After you have downloaded the PDF and more than 14 days have passed, absent one of the grounds in section 2.
5. Consumers in the EU and UK
If you buy as a consumer you normally have 14 days to withdraw from a distance contract. For digital content that right ends once supply begins with your prior express consent and your acknowledgement that you lose it.
At checkout you are asked to confirm exactly that, because the scan starts immediately on payment. If you give that consent and the report is generated, the statutory 14-day withdrawal right no longer applies — but everything in section 2 of this policy still does, and so does your right to a remedy if the service was faulty. Those rights are not affected by anything here.
6. Monitoring subscriptions
Monitoring is billed monthly. Cancel at any time and it stops at the end of the period you have paid for; we do not pro-rate a partial month. We do not refund past months in which scans ran and alerts were sent. If monitoring silently stopped running, that is a failure under section 2 and we refund the affected months.
7. How to ask
Email [CONTACT EMAIL] from the address you bought with, with the store address or the report link. You do not need to explain yourself for anything in section 2.
We respond within [2 BUSINESS DAYS]. Approved refunds are issued through Lemon Squeezy, our merchant of record, back to the original payment method. Their processing typically takes 5–10 business days, which is outside our control.
8. Chargebacks
Please contact us before raising a chargeback. Section 2 refunds are unconditional and a chargeback is slower for you than asking us. If you raise one without contacting us we may decline further service.