We want every customer to feel confident ordering an audit. This policy explains when you are entitled to a refund, how to request one and how long it takes. It forms part of our Terms of Service.
1. 14-day money-back guarantee
Every one-time audit (Essential, Professional and Enterprise) is covered by a 14-day money-back guarantee, counted from the date your report is delivered.
If the report does not match the published scope for the tier you ordered, or you are not satisfied with its quality, email us within 14 days and we will do one of the following, at your choice:
- revise the report to address the gap at no charge, or
- refund the full amount you paid.
We ask only that you tell us what fell short so we can improve. We do not require you to return or delete the report.
2. Delivery SLA credit
Each tier has a published turnaround time (Essential 24-48 hours, Professional 48-72 hours, Enterprise 3-5 business days), measured from payment confirmation. If we deliver later than the published turnaround for reasons within our control, we automatically refund 50% of the price paid and still deliver the full report. You do not need to ask.
Delays caused by the following are excluded from the SLA:
- the target website is offline, behind authentication, or blocks our crawler;
- the order contains an incorrect or unreachable URL;
- you request a change of scope or target website after the audit has started;
- events outside our reasonable control, such as major internet outages.
In those cases we will contact you, pause the clock and resume once the issue is resolved.
3. Cancelling before delivery
You may cancel an audit for a full refund at any time before work has started (normally within 4 hours of payment). After the audit has been assigned and the crawl has begun, cancellation is subject to the 14-day guarantee above once the report is delivered, because the work is already being performed.
4. AI Monitoring credit packs
Unused credits may be refunded in full within 14 days of purchase. After 14 days, or once any credits from a pack have been consumed, credit packs are non-refundable. Credits never expire, so you can keep them for future use at any time.
5. AI Monitoring subscription
The daily subscription can be cancelled at any time from your dashboard or the Stripe customer portal. Cancellation stops future charges immediately; we do not refund the current day. If you were charged after cancelling because of a processing delay, contact us and we will refund the extra charge.
If monitoring was unavailable for more than 24 consecutive hours due to a fault on our side, we will credit the affected days on request.
6. Non-refundable items
- Audits more than 14 days after delivery.
- Credit packs after 14 days or once partially used.
- Enterprise consultation calls that have already taken place.
- Orders cancelled or refunded for fraud or violation of our Terms (we may withhold amounts for work already performed).
7. How to request a refund
Email [email protected] from the address used at checkout with:
- your order reference (format OCT-YYMMDD-XXXX, in your confirmation email), and
- a short description of the reason.
You can also use the Refund Request category on our contact form. We reply within one business day and confirm the outcome within three business days.
8. Processing time and method
Approved refunds are issued to the original payment method through Stripe. Funds typically appear within 5 to 7 business days depending on your bank or card issuer; some issuers take up to 10 business days. We cannot refund to a different card or account. Partial refunds (for example the 50% SLA credit) are shown as a separate line on your statement.
9. Chargebacks
If you dispute a charge with your bank before contacting us, Stripe may freeze the amount for several weeks while the dispute is investigated. Please contact us first; in almost every case we can resolve the issue faster than a chargeback. We reserve the right to suspend accounts that file chargebacks for orders that were delivered as described.
10. Changes to this policy
We may update this policy from time to time. Orders are governed by the policy in effect when they were placed.
11. Contact
Billing and refunds: [email protected] OctaneAudit, operated by Nguyen Van Bao, Tri Thuy 2, Ninh Hai, Ninh Hoa Town, Khanh Hoa 652900, Vietnam