Refund Policy

This policy explains exactly when a refund applies. It hinges on one thing: whether your first audit report has been delivered yet.

Before your first report is delivered

Full refund within 14 days, no reason required. If you have not yet received your first audit report, you can cancel within 14 days of purchase and get all your money back. You do not have to explain why.

After your first report is delivered

At checkout you tick a box asking us to start your audit immediately, and confirming that you understand you lose the 14-day right to cancel once the first report has been delivered. That consent waives the 14-day right — this is a digital service supplied with your express prior consent, and the report cannot be un-delivered.

From that point refunds are issued for technical failure on our side only, namely:

• the report was never generated;
• the PDF is corrupt or cannot be opened;
• the audit could not complete for reasons within our control.

We will normally re-run the audit free of charge first. If we cannot deliver a working report, you get a refund.

Blocked (bot-protected) sites

If your site's bot protection — a Cloudflare challenge, a WAF, or similar — stops our crawler, that audit is marked blocked. A blocked audit does not consume your quota: the credit is returned to your account automatically and we email you instructions for allowing our crawler through.

Because nothing has been consumed and you keep the chance to unblock and re-run, a blocked audit is not on its own a refundable event. Your unused audits remain available for the rest of your coverage period, and the pro-rata rule below still applies if you decide not to continue.

Multi-month packages (V3, V6, V12)

Unused remaining months are refundable pro-rata. We refund the value of the audits you have not received, and keep the value of those already delivered.

How to request a refund

Email hello@sitewren.co.uk with your order reference. Your order reference is on your purchase confirmation email and in your dashboard under Billing. Tell us which package it relates to and whether your first report has been delivered, since that is the fact this policy turns on — and if the reason is a technical failure, a sentence describing what went wrong lets us check the audit log before replying. You do not need to justify a cancellation made within the 14-day window before your first report.

How refunds are paid

Refunds are returned to the original payment method, processed by the Merchant of Record. The Merchant of Record — not Sitewren — is the party that issues the credit to your card or account, so the refund appears against the same statement line as the original charge.

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.