Refund Policy

1. Summary

• Unused credits: you can ask for a refund of credits you have not used within 14 days of purchase.
• Failed audits: if a paid audit cannot be completed, its credits are returned to your account automatically.
• Used credits: credits used for an audit that has been started are not refundable.
• Subscriptions: cancel any time; your plan stays active until the end of the paid period, and periods already used are not refunded.
• Your statutory rights as a consumer under the law of your country always apply in addition to this policy.

2. Refunds of unused credits

Within 14 days of a one-time purchase – a full audit, a large audit or an audit pack – you can ask us to refund the credits from that purchase that you have not used yet:

• If none of the credits from the purchase have been used, we refund the full price.
• If some of the credits from an audit pack have been used, we refund the part of the price that corresponds to the unused credits. For example, if you bought a 5-audit pack and used 2 credits, we refund 3/5 of the price you paid.
• The 14 days start on the day of payment. After that, unused credits from one-time purchases remain in your account and do not expire, but they can no longer be refunded, except as required by law.

3. Credits used for audits

Our audits are digital services that start immediately at your request. When you buy, you expressly ask us to begin providing the service right away and, if you are a consumer with a statutory right of withdrawal (section 8), acknowledge that you lose it for the credits you use. Once an audit has been started with your credits, those credits are not refundable – even if you are not satisfied with the results, because the work has already been performed.

This does not affect failed audits (section 5) or your statutory rights if the service is defective or not provided as described (section 9).

4. Subscriptions

• Cancellation: you can cancel at any time in the billing portal (Account → Manage billing). Cancellation takes effect at the end of the current billing period: your plan and its credits stay available until then, and you are not charged again.
• First payment: within 14 days of the first payment of a plan, you can ask for a refund of the credits of that first billing period that you have not used. If you have not used any, we refund the full first payment; otherwise we refund the part that corresponds to the unused credits, and the subscription ends.
• Renewals: a renewal payment can be refunded within 14 days of the payment only if you have not used any credits from that billing period. Otherwise, billing periods that have already started are not refunded, except as required by law.
• Plan changes: when you switch plans, the billing portal shows how any price difference is calculated before you confirm.

5. Failed audits: credits returned automatically

If a paid audit cannot be completed – for example because the website could not be reached or crawled, or because of a problem on our side – the credits used for it and its free re-scan are returned to your account automatically. You don't need to contact us, and credits returned in this way do not expire.

Returned credits count as unused credits: within 14 days of the original purchase, you can ask for them to be refunded under section 2.

6. What happens when we refund

• Refunds go back to the original payment method, in the currency you paid, including any VAT, GST or sales tax charged on the refunded amount.
• The refunded credits are removed from your account. Reports you have already received remain available.
• A full refund of a purchase that included white-label reports also ends the white-label access that came with it.

7. How to request a refund

E-mail support@siteupward.com from the address you used for the purchase, or include your receipt or invoice number. We confirm your request and issue the refund within 5 business days. Your bank or card issuer may need a few more business days to show it on your statement.

Please contact us before opening a payment dispute with your bank: while a dispute is open, the unused credits from that payment are frozen, and we can usually help faster.

8. Right of withdrawal for consumers in the EU, the EEA and the UK

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a contract concluded online within 14 days without giving any reason, as described in section 12 of our Terms of Service. Because our services start immediately at your express request, you lose the right of withdrawal for credits once they have been used for an audit. You can still withdraw from the unused part of your purchase within the 14 days; we then refund your unused credits as described in sections 2 and 4.

To withdraw, send us a clear statement before the 14 days end, for example by e-mail to support@siteupward.com. You can use the model form below, but you do not have to. We reimburse the amount due without undue delay and no later than 14 days after we receive your notice, using the same means of payment, free of charge.

If you live elsewhere, this section and the model form below do not apply to you: sections 1 to 7 apply, together with any mandatory consumer rights under the law of your country.

9. Model withdrawal form

Consumers in the EU, the EEA and the UK: complete and return this form only if you wish to withdraw from the contract.

To: SIA "MICRON", Aldaru iela 36/38–21, Liepāja, LV-3401, Latvia, e-mail: support@siteupward.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the provision of the following service / digital content (*):

Ordered on (*) / received on (*):
Name of consumer(s):
Address of consumer(s):
E-mail address used for the purchase:
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

10. Your statutory rights

This policy is in addition to your rights under consumer law and does not limit them. If the service is defective or not provided as described – for example, if an audit is delivered incomplete because of a fault on our side – you are entitled to have it brought into conformity (for example, by re-running the audit) or, where the law provides, to a price reduction or a refund, even after the periods mentioned above.

11. Contact

Refund questions: support@siteupward.com. SIA "MICRON", Aldaru iela 36/38–21, Liepāja, LV-3401, Latvia, registration no. 42103081578, VAT number LV42103081578.