Contact us
Questions about an audit, your billing or a refund? Email us — one inbox, no ticket queue. We aim to reply within one business day, and the same address handles support, billing and refund requests.
Use the same address for support, billing and refund requests. For a refund, include your order reference — see the Refund Policy.
Payments and billing
Merchant of Record. When you buy a package, our authorised payment provider is the Merchant of Record and the seller of record for that transaction. That name — not Sitewren — is what appears on your card statement and on the invoice you receive. Sitewren provides the audit service itself.
If a charge on your statement is unfamiliar, that is why. Email us and we will match it to your order.
What should I put in the email?
Whatever you have. If it is about a specific audit, the website URL and roughly when you ran it are enough for us to find it. If it is about a payment, the order reference from your receipt — or failing that, the last four digits of the card and the date — lets us match the charge. For a refund request, say which package and whether your first report has been delivered yet, because that is the fact the Refund Policy turns on.
When will I hear back?
We aim to reply within one business day. This is a small operation, not a rota of support agents, so replies arrive during working hours rather than instantly — but they come from a person who can actually look at your account, not a first-line script. If something is genuinely broken and time-sensitive, say so in the subject line.
What can you help with?
Anything to do with your account, your audits or your billing: a report that did not generate, a PDF that will not open, a crawl blocked by your firewall, a charge you do not recognise, a coverage period you think ended early, or a question about what a particular finding in your report means.
What we cannot do is act as your SEO consultant. Reports are produced automatically and we do not review them by hand, so we cannot rewrite your content, build links, or advise on strategy beyond explaining what a check measured and why it failed. We also cannot change the website URL on an account once it is set — that is fixed for the life of the account, as the Terms of Service explain, and the answer there is a new account.
Data and privacy requests
Requests to access, export or delete your data go to the same address. Tell us which email address the account uses and we will confirm before acting on anything irreversible. What we hold, why, and how long we keep it is set out in the Privacy Policy, and the cookies involved are listed on the Cookie Policy page.
See also: Terms of Service, Privacy Policy, Refund Policy, About Sitewren.