Failed checks are refunded automatically
You should never pay for a result we didn't deliver. If we can't retrieve the page at all — the site blocks our request, the host is unreachable, the URL returns an error — the check is returned to your balance automatically. You don't need to ask, and the error message tells you it wasn't charged.
A check that completes and returns a report is a delivered result, even if the findings aren't what you hoped. A low score is a working product, not a failed one.
Credit packs
- Unused credits: refundable in full within 7 days of purchase. If you bought a pack and haven't spent any of it, tell us and we'll return the money.
- Partly used packs: we'll refund the unused portion within 7 days of purchase, pro-rated at the pack's per-check price.
- After 7 days: credits don't expire, so they remain usable indefinitely — but they're no longer refundable.
Pro subscription
- Within 7 days of activation: full refund if you've run 10 checks or fewer.
- After that: the current 30-day period isn't refundable, but there's nothing to cancel — Pro doesn't auto-renew. It simply expires unless you choose to pay for another period.
Because activation is manual, there is no recurring mandate on your account and no automatic charge to stop.
Duplicate or mistaken payments
If you paid twice, paid the wrong amount, or paid and never received your credits, email us with the UPI transaction reference. Duplicate payments are refunded in full — we don't keep money for something you didn't get.
How to request a refund
Email support@citerank.app from the address on your account, including:
- The UPI transaction reference (UTR) of the payment.
- What you'd like refunded and briefly why.
We'll respond within 2 business days. Approved refunds are sent back to the UPI account that made the payment, normally within 5–7 business days.
When we decline
We may decline a refund where an account has abused the metering system, submitted a fraudulent transaction reference, or consumed the majority of a pack before requesting one. We'll always explain the reason rather than simply refusing.