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. Unused runs and statutory rights
Every customer may request a refund for unused audit runs within 14 calendar days after payment. This contractual policy applies in every country to both business customers and consumers.
We refund the price actually paid per run multiplied by the number of unused runs from that purchase. The period is calculated separately for each purchase. Runs from the oldest purchase are used first. Runs already refunded are not refunded again.
To request a refund, email support@usablebyai.com or open a support case in your account. If a run is reserved for an audit, mention this in your request.
Consumers also have withdrawal rights and remedies under applicable law. Our contractual periods of 7 or 14 days do not limit those rights. Where provided by law, you may use the model withdrawal form.
Before an audit starts, you separately request immediate performance and acknowledge the consequences of full performance. A consumer right to withdraw from a completed audit ends only under the conditions set by applicable law. Your remedies for defects in the service remain available.
If the service does not conform to the contract, applicable law may entitle you to correction, a proportionate price reduction or termination with a refund. We assess these claims separately from our voluntary quality 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 the card you paid with, in the currency of your order, 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. For orders in USD the charge and the refund pass through conversion to and from Ukrainian hryvnia by LiqPay and your bank at the rates of the respective days, so the amount that returns to your card can differ from the amount originally charged.
The order is marked as refunded in our records, and as Ukrainian law requires we issue a fiscal return receipt in hryvnia and email it to your verified address. 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