Refund Policy

1. Report Satisfaction Guarantee

Every purchased audit is covered by our Report Satisfaction Guarantee. Contact us at support@usablebyai.com within 7 calendar days of the report being delivered.

2. If the report has a concrete quality issue

Point out the specific problem (for example, the agent tested the wrong page, the score contradicts the evidence, the video is broken). We verify it against the audit evidence.

If the issue is confirmed, we first regenerate the report free of charge in the same scope — same website URL, same scenario, same plan. If the regenerated report still has a confirmed material defect, or the issue cannot be fixed, we offer a 100% refund for that report.

3. If you are simply not satisfied

Even without a confirmed technical issue, you may request a one-time 100% goodwill refund. It is available once per customer / company / billing profile / payment identity, and we ask for a short reason so we can improve the product.

4. What the refund applies to

A refund applies to the specific paid report, not to future orders. It does not grant a free change of website URL or scenario — a new URL or scenario is a new audit run. After a refund the order is marked “refunded” and access to the paid deliverables may be limited where the law allows.

Unused audit runs from a pack: if you have runs you no longer need and have not spent, contact support — unused runs purchased in the same order can be refunded pro rata within 14 days of purchase.

5. Cancelling a queued audit

While your request is still queued and the audit has not started, you can cancel it yourself in the account — the audit run returns to your balance instantly and no refund process is needed.

6. Limits and disputes

Refunds and regenerations cannot be used to audit new websites or scenarios for free, and repeated refund patterns may be treated as abuse. If a chargeback or payment dispute is opened, refunds and regenerations are paused until the dispute is resolved.

Refunds are returned to the original payment method. Processing times depend on your bank; we initiate refunds within 5 business days of approval.