1. Report Satisfaction Guarantee
Every purchased audit is covered by our Report Satisfaction Guarantee — a voluntary promise we make on top of your legal rights. If something about the quality of a delivered report looks wrong, contact us at support@usablebyai.com or open a support case in your account within 7 calendar days of the report being delivered.
How runs work: when you submit an audit request, one audit run is reserved on your balance; it is charged (deducted) only after the report is delivered. This model matters for the rules below.
The 7-day window applies only to this voluntary guarantee. Your statutory rights — including remedies when a delivered digital service does not conform to the contract — are not limited by it (see section 5).
2. Confirmed defect: free re-run, then a full refund
Point out the specific problem — for example, the agents tested the wrong page, the score contradicts the evidence, or the video is broken. We check it against the audit evidence (video, screenshots, step-by-step records).
If the defect is confirmed, we first repeat the audit free of charge in the same scope — the same website URL, the same scenario, the same plan — without spending a run from your balance. If the repeated audit still has a confirmed material defect, or the defect cannot be fixed, we refund 100% of what you actually paid for that report.
The refund amount is the per-run price you actually paid in the order the run came from: Single — $149 / ₴6,599 per run; Growth — $129 / ₴5,699 per run; Scale — $99 / ₴4,399 per run.
There is no once-per-customer limit for confirmed defects: every purchased report is covered by this guarantee.
3. Goodwill refund: once per customer
If there is no confirmed defect but the report simply did not meet your expectations, you can request a goodwill refund of 100% of what you actually paid for that report. It is available one time per customer / company / billing profile, and we ask for a short reason so we can improve the product.
4. What is not grounds for a re-run or refund
A negative result is a delivered service. If the agents genuinely could not complete the scenario on your website, a report with a low score or a failed verdict is exactly what you paid for: it shows what happened and what to fix. A delivered report — including one with a failed verdict — means the run is spent.
The following are not grounds for a free re-run or a refund: a low score or a failed verdict when the report itself is correct; wanting to test a different scenario or a different website (that is a new run); changes made to your website after the audit; a wrong URL or an overly vague scenario provided by you; temporary unavailability of a third-party service your website depends on; disagreement with the recommendations.
If any of this applies and you are still unhappy, the one-time goodwill refund (section 3) remains available.
5. Your legal right of withdrawal and unused runs
If you are a consumer in Ukraine or the European Union, you have a statutory right to withdraw from a distance contract within 14 days without giving a reason.
Starting an audit before those 14 days expire requires your explicit consent. That is why, when you launch an audit, you tick a checkbox asking us to start immediately and confirming that you understand: once the report is delivered, the right of withdrawal no longer applies to that delivered audit. For a delivered report the right of withdrawal therefore ends — while the voluntary guarantee above and your statutory remedies for non-conformity remain fully available.
Unused runs: within 14 days of purchase you can request a money refund for runs you have not spent — the per-run price you actually paid in that order multiplied by the number of unused runs from that order. If you have made several purchases, spent runs are counted against your oldest order first (first in, first out).
To withdraw, an unequivocal statement is enough — write to support@usablebyai.com; consumers in the EU may also use the model withdrawal form provided by EU law.
Nothing in this policy limits your mandatory statutory rights. In particular, if a delivered digital service does not conform to the contract, consumer law (including the Ukrainian law on digital content and digital services and EU Directive 2019/770) entitles you to remedies — bringing the service into conformity, a proportionate price reduction, or termination with a refund — and these remedies are not limited by the 7-day window of our voluntary guarantee.
6. When a run comes back to your balance automatically
Technical failure on our side (for example, the audit engines could not start or the report could not be uploaded): the reserved run is released back to your balance automatically, nothing is charged, and the request in your account shows an explanation. If you believe a run was not returned, write to support@usablebyai.com.
Cancelling before the audit starts: while your request is still queued, you can cancel it yourself in the account — the reservation is released and the run is immediately available again. After the audit has started, cancellation is no longer possible.
If we refuse an audit: we may decline to audit a website that appears unlawful or contains prohibited content. In that case the run is returned to your balance, and on your request we will also refund the money for that run (sections 5 and 7) if you no longer want to keep it.
7. How money refunds work
Write to support@usablebyai.com or create a support case in your account, and include the order number (you can find it in the payments section of your account) and what refund you are requesting.
We review the request and, if a refund is due under this policy or under the law, we initiate it to your original payment method so that no more than 14 days pass between your request and the initiation of the refund. How quickly the money then reaches you depends on your bank or card issuer.
The order is marked as refunded in our records. A refund applies to the specific paid report or to unused runs — it does not grant a free audit of a different website or scenario.
8. Payment disputes and fair use
If a chargeback or another payment dispute is opened for a payment, the voluntary remedies under this guarantee — free re-runs, defect refunds and the goodwill refund — are paused for that payment until the dispute is resolved. This pause does not affect your statutory rights.
Please use the guarantee fairly: it exists to fix our mistakes, not to obtain free audits of new websites or scenarios.
Questions about this document? Write to support@usablebyai.com