Refund Policy

Our Commitment

We want you to get what you paid for. This policy explains when refunds are available, how to request one, and what to expect. The Full Report is an automated artefact delivered within minutes, so the guarantee below covers delivery and correctness rather than change of mind. Statutory rights in your jurisdiction apply in addition to it.

Refund Eligibility

✅ ELIGIBLE for Full Refund

Our guarantee: if the Full Report fails to generate, comes back empty, or analyses a page other than the one you bought, we re-run it or refund you in full. The Expert Review is refundable in full until report production starts, because the Full Report it includes is produced ahead of the session.

❌ NOT ELIGIBLE for Refund

How to Request a Refund

Step 1: Submit Request

Subject line: Refund Request - [your order ID, or the email you paid with]

Include in email:

• Full name (as appears on payment)
• Email used for purchase
• Your order reference: the Polar.sh order ID for a Full Report, or the Wave receipt for an Expert Review
• Reason for refund request
• Purchase date

Initial response: 2-3 business days (acknowledgment email)

Step 2: Review & Verification (2-5 Business Days)

We check:

1. Does the payment exist? (Polar.sh for the Full Report, Wave for the Expert Review)
2. Did the report fail, come back empty, or analyse the wrong page?
3. Within the applicable window? (no time limit for a failed report, 30 days for billing errors)
4. Any account violations? (scraping, sharing, chargebacks)

Decision criteria:

• APPROVE if: No content accessed, within window, no violations, technical issue

• DENY if: Outside the window, or abuse / chargeback detected

Step 3: Processing (3-5 Business Days)

If approved:

1. We initiate the refund: in the Polar.sh dashboard for a Full Report, or directly in Wave for an Expert Review
2. Polar.sh processes via Stripe Connect; Wave refunds to the original payment method
3. Stripe refunds original payment method
4. You receive email confirmation

Account changes:

• Refund processed to your original payment method
• Account downgraded to Free tier
• You can run a new free scan anytime

Step 4: Bank Processing (5-10 Business Days)

Refund appears in your account based on payment method:

Total timeline: 10-17 business days (request → money in bank)

Partial Refunds

We do NOT offer partial refunds.

Why? The Full Report is a one-time purchase:

• You either have access to your paid report
• Or run the free scan first ($0) to preview the value

No refunds for:

• "I only acted on a few findings" - You paid for the full report, not per-finding
• "I changed my mind" - the Full Report is delivered in minutes and is not covered by a change-of-mind refund

Chargebacks vs. Refunds

What is a Chargeback?

A chargeback is when you dispute a charge directly with your bank/credit card company instead of requesting a refund from us.

Common reasons people file chargebacks:

• Fraud (card stolen, unauthorized purchase)
• Service not provided (paid but no access)
• Dissatisfaction (unhappy with product)

❌ Consequences of Filing a Chargeback

If you file a chargeback instead of contacting us:

1. Account permanently terminated
   • Immediate loss of access to the purchased report
   • Cannot create new account (email/payment method banned)
2. Payment method blacklisted
   • Cannot repurchase with same card/PayPal
   • Flagged in Polar.sh / Stripe system
3. Dispute evidence submitted to bank
   • Server logs showing content access
   • Checkout consent checkbox screenshot
   • Email confirmations (Terms + Refund Policy links)
4. Bank reviews evidence
   • If content accessed: Chargeback likely denied (you lose dispute + account stays banned)
   • If you win chargeback: You keep money BUT account stays permanently banned
5. Potential legal action for repeat offenders or commercial abuse cases

✅ When to File a Chargeback (Legitimate Cases Only)

File a chargeback if:

• You did NOT purchase (fraudulent charge, card stolen)
• You paid but received ZERO access (technical failure + we're unresponsive)
• We're unresponsive to refund request (30+ days no reply)

Do NOT file a chargeback if:

• You accessed content and want refund (contact us first)
• You "changed your mind" (follow refund process above)
• You're unhappy with content (contact us - we'll work it out)

Regional Refund Policies

Our refund policy varies by region based on local consumer protection laws:

If your country isn't listed: Email [email protected] - we'll work with you.

Technical Issues & Access Problems

If you paid but didn't receive your report:

Common issues

• Magic Link email not received (check spam folder)
• Login loop (clear browser cookies, try incognito mode)
• Report not showing (wait 5 minutes for the payment webhook)
• Payment successful but no email confirmation

How we help

1. Contact us immediately: [email protected] or LinkedIn
2. We investigate: check the payment (Polar.sh or Wave) and your account status
3. We fix: Grant manual access OR process full refund (your choice)
4. Response time: 1-2 business days for technical issues

Changes to This Policy

We may update this Refund Policy when:

• A payment provider changes its refund process
• EU laws change (e.g., new Digital Services Act requirements)
• We detect abuse patterns (e.g., increase in "read-and-refund" fraud)
• We change payment provider for a product

Material changes: 30-day email notice before changes take effect

Minor updates: Update "Last Updated" date only

Contact Us

For refund-related questions:

Response times:

• Refund requests: 2-3 business days (initial response)
• Technical issues: 1-2 business days
• General questions: 2-3 business days

Legal Information

Important Legal References

• EU Consumer Rights Directive: eur-lex.europa.eu
• Article 16(m) - Digital Content Exception: eur-lex.europa.eu
• Polar.sh Refund Documentation: docs.polar.sh
• Stripe Refund Timing: stripe.com

For more information, see Privacy Policy, Terms of Service, Cookie Policy.