Refunds and cancellation

Cancel any time from your account settings, in one click. No email, no phone call, no retention questions.

Cancelling stops the next payment. You keep everything on your plan until the end of the period you have already paid for, because you paid for it. Your audits and reports stay in your account after the plan ends.

If you are not happy with a paid plan, email [email protected] within 14 days of the payment and we will refund it. You do not have to justify the request.

This is in addition to any refund or cancellation rights you already have by law where you live, which we do not limit.

• An audit that produced no report. If we could not reach or judge a shop well enough to produce a report, that audit is not billable and does not use up a store or a re-audit. The product says so at the time, and this policy says the same.
• A report we got wrong. If you tell us a report does not reflect your store and a person on our team agrees, that report is voided so it does not use your allowance, and we run the audit again in full at our cost and email you what changed; refunds within the window above are unchanged by this.
• An expert review we could not deliver. (Expert review is no longer sold; this applies to reviews bought before 11 August 2026.) The expert review is sold on a 48 to 72 hour promise. If we cannot deliver it, we refund it in full. If we are running late we will tell you rather than let the date pass quietly, and you can ask for a refund at that point instead of waiting.
• A charge that should not have happened. Double charges and payments after a cancellation are refunded as soon as we know, whether you spotted it or we did.

• A completed expert review you disagree with. You are buying a qualified person's judgement of your shop, and an honest verdict you did not want to hear is still the thing you paid for. If you think the review was careless rather than merely unwelcome, tell us and we will look at it properly.
• Plan time already used, beyond the window above. The stores on your account and their re-audits were yours for that time, whether or not you used them.
• Business results. We do not refund because acting on a report did not increase sales. A report tells you what is wrong against a fixed rulebook; it never promises a commercial outcome, and our terms say the same.

Payments are handled by our payment provider as merchant of record, so refunds go back through them to the card or account you paid with. They usually appear within five to ten working days, depending on your bank. They email you a confirmation.

Email [email protected] from the address on your account, and say which payment you mean. A person reads it. We aim to answer within two working days.