Refunds and cancellation

Can I get my money back?

Our 30-day guarantee: if you're not satisfied with your report, email hello@sitecomb.com within 30 days of your order, with your order reference, and we'll refund you in full. One refund per customer. We may ask what fell short, so we can improve it. This guarantee is on top of your legal rights and doesn't affect them.

Before you pay, we test that your website loads and lets our checker in. If it's down, or your host blocks automated visitors, we tell you and you aren't charged.

If a paid report still fails, we refund you in full. Most refunds happen automatically, and we email you. A few are checked by a person first; we reply within 1 business day, with your report or your refund. You can ask us to run it by hand instead.

If something else goes wrong with your order, write to hello@sitecomb.com with your website address and, if you have it, the report link — we'll sort it out or refund you.

When does a refund happen on its own?

When a paid report fails because your website was down, and our own check before you paid had shown it was up, we refund you in full without you asking. We email you when we do.

To stop abuse, there is a limit on automatic refunds for the same email address, card or website within a short time, and a limit on how many we make in a day.

Anything outside those rules is checked by a person. That includes every failure on our side, such as our checker breaking or a run being cut off. We reply within 1 business day with your report or your refund.

How do I ask for a refund?

The 30-day guarantee is not automatic. You ask for it by email:

• Write to hello@sitecomb.com within 30 days of your order.
• Put your order reference in the email. You'll find it in the email we sent you with your report.
• We may ask what fell short, so we can improve it.
• We refund you in full. It's one refund per customer.

The refund goes back through Stripe, which takes the payment. How soon it shows on your statement depends on your bank or card company.

A refund is for the whole amount you paid, tax included.

What about my 14-day right to cancel?

In the EU, the UK and anywhere else with a cooling-off right for online purchases: because the report is digital and delivered within minutes, you ask us to start straight away when you order, and you accept that your right to cancel ends once the report is complete.

Wherever you are, the refund promises above still apply: our 30-day guarantee, and your money back if we can't deliver a proper report.

This is how it works when you order. On the pay form, a box says: "I ask you to start the report now, and I accept that once you have completed it in full I lose my 14-day right to cancel." You must tick it before we open the payment. If you don't tick it, you can't pay.

We repeat it in the email we send when your report is ready. If your report fails, you get your money back as described above.

Is there anything to refund on the free parts?

The free score costs nothing, so there is nothing to refund. Joining the Sitecomb Watch waiting list costs nothing and takes no payment. To come off the list, email hello@sitecomb.com and we'll delete your address.

How do I cancel a plan?

A report is a single purchase: there is nothing to cancel after you've paid. Sitecomb Watch isn't on sale yet.

Agency plans and Sitecomb Care are arranged by email, so they are cancelled by email too. There's no cancel button.

• Agency plans: they are monthly and you can cancel any time. Email hello@sitecomb.com. The plan stops at the end of the month you have already paid for, and you are not charged again. Reports you've already received stay yours. Pay-as-you-go has nothing to cancel.
• Sitecomb Care: it is run by our agency partner. Email hello@sitecomb.com. We reply to confirm your last day.

Who takes the payment?

Payment is taken by Stripe when you order. Stripe is the merchant of record: it sells the report to you and handles the tax. Sahbis Limited makes the report and looks after your refund. Refunds go back to the way you paid.