The short version
- Unspent credits are refundable. Spent credits are not.
- Cancel within fourteen days of your first payment and, if you have spent nothing, you get all of it back.
- If we broke something or charged you twice, you get your money back and you do not have to argue for it.
Subscriptions
- Cancel any time. Cancelling stops the next renewal and the current period runs to its end.
- First payment, within fourteen days, no credits spent: a full refund.
- First payment, within fourteen days, some credits spent: we refund the subscription minus the credits you used.
- After fourteen days we do not refund a period already running, because the capacity on your plan was reserved for it. You keep the workspace until the period ends.
- Annual plans cancelled mid-term are refunded for the whole months remaining, minus any credits already spent.
Credits
- A credit is spent the moment a run completes. At that point the crawl has been performed, the data provider has billed us, and the result is in your workspace, exported and reusable for as long as you keep it.
- So spent credits are not refundable. There is nothing left to return: you have the thing you bought.
- Unspent credits are refundable at what you paid for them, at any time, minus nothing.
- Credits do not expire while your subscription is active.
- Every credit spent has a line in your usage history saying what ran, when, and what it cost. That is the same number we use when working out a refund, and you can read it before you ask.
When we refund without discussion
- A charge you did not authorize, or the same charge twice.
- A run that failed and still took credits. If a crawl dies halfway or a provider returns nothing, tell us and the credits go back.
- An outage that made the service unusable for a meaningful part of a period.
- A price change we failed to give you notice of.
- A subscription that kept renewing after you cancelled.
When we will not
- Credits already spent, for the reason above.
- Not using the product. An unused subscription is still capacity we held for you.
- Rankings that did not improve. We sell the tooling, not the outcome, and we say so on every page that shows a number.
- Data you disagree with. Third-party SEO data is estimated and sometimes wrong, which is why we label it as such rather than guaranteeing it.
- A workspace suspended for breaching the terms.
Chargebacks
- Ask us first. A chargeback on spent credits is a claim for something you already received and used, and we will contest it with the usage ledger, which records every run and its cost.
- We would much rather refund you than fight your bank. Almost every refund request we have ever had was resolved by looking at the ledger together.
How to ask
- Email support@pageoptimized.com from the address on the account, or open a support ticket from inside the product.
- You do not need to explain yourself. Tell us what you want refunded and we will check the ledger and reply within two business days.
- Approved refunds go back to the original payment method within ten business days.
Questions?
Contact Page Optimized through the contact form.
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