Refunds: when money comes back

The short version

All sales are final once a report is delivered. You are never charged for a failure: if we can't find enough public data to build a report, the money goes straight back to your original payment (a credit from a pack or the API plan is refunded at the price you paid for it, and a Starter or Growth plan check goes back to your month's allowance); a technical failure gets one free re-run, and if that also fails you are refunded automatically. Credit packs and monthly plans can be withdrawn from within 14 days for the part not yet used; after that a pack is non-refundable, and credits never expire.

Not enough public data

If we cannot find enough public information to build a report at all, the report is not generated and the money goes straight back to how you paid: the full price for a card purchase, or the price you paid for the credit if it came from a pack or a plan. No replacement credit is added. A credit that was granted or earned rather than bought has no payment behind it, so nothing is refunded for it.

You get a notification in your dashboard and an email, and the money usually shows within 5 to 10 business days. If several of your reports in a short period find no data, the later ones are checked by a person before the money is returned.

For a Full Picture order where the report finds too little data, the report's half of the payment is refunded automatically, and the AI Visibility check, which hasn't started yet, waits for your choice (see below).

Technical failures

If a report hits a technical problem, you get one free re-run: press the retry button on the report page. If the re-run also fails, or you do not use it within 24 hours, the charge is refunded automatically to your original payment method: the card for a card purchase, or the price you paid for the credit if it came from a pack or the API plan. A Starter or Growth plan check goes back to your monthly allowance, and a credit we gave you for free comes back as a credit.

An AI Visibility check that fails, or is interrupted, is refunded automatically the same way, straight away. Answers an assistant missed during a check are not a failure: they are re-asked for free (see Why an assistant shows "No answer").

In a Full Picture, the report is made first and the AI Visibility check starts once the report is ready. If the check fails, it is refunded as above, and the report stays yours. If the report can't be made, it is refunded as above, and the check, which hasn't started, waits for your choice: press Start my AI check or Refund it instead on the report's or the check's page. A refund goes back the way you paid (a free credit comes back as a credit); if you don't choose within 14 days, we refund it. A report or check that was delivered is not refunded.

If you pay by card and something on our side stops the order from starting at all, the payment goes straight back to your card. You don't need to ask.

If a check fails, the extra questions and cities you added to it are refunded with it, to your card.

What is not refunded

• A delivered report or check. They are generated on demand, so before ordering you tick a box asking for immediate delivery, which ends the 14-day EU withdrawal right for that item.
• Disagreeing with a finding.
• Deleting a report or check: it does not return the credit or payment it used.
• Credits in a pack after the first 14 days (see below). Credits never expire.

Changed your mind about a pack or a plan?

Buying credits or a plan does not use anything up, so you can withdraw within 14 days of buying:

• Credit pack or extra check: we refund every credit from that purchase you haven't used, at the price you paid per credit.
• Monthly plan: we cancel it at once and refund the first month's price, less a fair share for the checks (or API plan credits) already used.
• Daily tracking, or extra questions and cities on tracked checks: we stop it at once and refund the first month's price, less a fair share for what has already run. Ask us for these (see below).

For a pack or an extra check, you don't need to ask us. Open Purchases in your Settings and press Refund unused credits next to it. The refund goes back to the card or account you paid with straight away (it usually shows within 5 to 10 business days), and the credits leave your balance at the same moment.

For a monthly plan, you don't need to ask either. During the plan's first 14 days, the plan card on your dashboard shows Withdraw and refund. It refunds the first month's price less the checks or credits you have used, back to the card you paid with, and ends the plan at once, so nothing renews.

If you prefer, you can also ask us: press Request a refund next to the purchase on Purchases (it fills in a Billing request with the order for you), send a request under Billing from My requests, or email contact@pollyx.org, within the 14 days. The money is back on your payment method within 14 days of your message. The Refund Policy has a model withdrawal form if you want one.

Charged in error?

For a duplicate charge, or a charge for something you never received, email contact@pollyx.org with your order reference within 14 days. We investigate every genuine billing issue and refund a charge made in error in full.

Refunds and your credit balance

A refund and your credit balance always agree. When a report can't be built, the money goes back and the credit it used simply stays spent - nothing is re-issued. If we ever refund a pack or a plan payment for another reason, the credits that money bought are removed from your balance at the same time, and you'll see a notification in your dashboard saying exactly what was refunded.

The governing document is our Refund Policy. Nothing in it limits your statutory rights as a consumer.