Refunds

1. The measurement did not complete

If a paid Proof Pack does not produce a completed measurement, the charge is refunded in full. Every paid measurement is checked against the same data-sufficiency rule your report is held to, and one that falls short raises its own case for review, usually settled within one business day. You are told when the money is on its way. We do not ask you to justify it.

“Did not complete” means any of these:

• The engines could not be reached, or returned too few usable answers to publish anything at all.
• The result was NOT ENOUGH DATA on the baseline itself, a measurement we cannot publish is a measurement you did not receive.
• We could not fetch your site well enough to build a prompt set, and could not agree one with you.
• We failed to deliver the day-30 re-measurement.

You are not the one who has to notice

The failure is found by the system, on every paid measurement, whether or not you ever open the report. There is no ticket to raise and nobody to chase. A refund is then authorised deliberately rather than automatically, because anything that can move money out of an account unattended can move it wrongly at scale, so the money leaves under a signature. In practice that is same day or the next business day.

If more than two business days have passed since a failed measurement and you have not been refunded, email hello@citedproof.com and we will settle it that day, and the delay is ours, never a condition of the refund.

2. Once the report is generated, a Proof Pack is non-refundable

The moment a Proof Pack report is generated, the charge is not refundable. The report is the product. Once it exists you are holding the measurement, every finding, the paste-ready fix for each one and the day-30 verdict that follows, delivered in full, yours to keep, export and hand to a client.

Two things sit alongside that. A measurement that did not complete produces no report, and that charge is refunded, §1. And if the report was produced but you simply did not find it useful, ask within 14 days of the charge and we refund it, once per customer, without asking you to justify it. So the only Proof Pack we keep payment for is one that produced the report you bought and that you were content to keep.

3. The monthly agency plan

• Cancel in the dashboard at any time. The next charge stops immediately.
• Access continues to the end of the period already paid for. Partial months are not pro-rated, and that is stated before you buy rather than after.
• If we charge you after a cancellation, that charge is refunded in full, tell us and it is done the same day.
• If we discontinue the product, any unused prepaid period is refunded, with at least 60 days' notice and a full export.
• First month, if you cancel within 14 days of the first charge and have run no measurement, we refund it.

4. The two cases where we do not refund

A completed agency month that was used

If measurements ran across your workspaces during a paid month, that month is not refunded after the fact, the work was already delivered. Cancel forward instead: it takes one click and it stops the next charge.

Repeated refund-and-repurchase

The 14-day discretionary refund is once per customer. Buying, refunding and buying again, including under a new email address for the same domain, is not a use of the policy, and we decline it. This is the only place we apply judgement, and if we ever apply it to you we will explain exactly why.

There is no third case. We will not refuse a refund because you did not respond to an email, did not complete an onboarding step, or did not act on the findings.

5. How the money comes back

Refunds go back to the original card through TAP Payments. We issue the refund on our side within one business day of it being due; your issuer then takes its own time, typically 5 to 10 business days. We cannot speed that part up, and anyone who tells you they can is describing something they do not control.

You get an email when we issue it, with the charge reference, so you have something to give your bank if it is slow.

6. Chargebacks

If something is wrong, email us first, the refund above is faster than a chargeback, and where the policy gives you a refund you will get it without an argument. We only contest a chargeback where the policy above was already applied and the money was already returned.

7. Contact

hello@citedproof.com. A human replies, normally within one business day.

8. Changes

Version 1.0, 30 July 2026

First published.

A change never applies retroactively to a charge already made. The policy that applied on the day you paid is the policy you get.