Policy scope
This policy applies to purchases of Index Instrument digital reports and recurring software plans. Paddle may act as merchant of record and may process approved refunds. Nothing in this policy limits a refund, cancellation, warranty, or withdrawal right that cannot legally be limited.
One-time digital reports
A paid report is generated for a specific URL using live network requests and is made available digitally. Because processing begins immediately after checkout and the report contains consumable evidence and remediation, one-time report purchases are generally final once generation has started or report access has been granted.
- +We do not normally refund buyer’s remorse, dissatisfaction with a score, expected ranking changes, failure to implement recommendations, third-party platform changes, or a target site changing after the scan.
- +We will investigate a duplicate charge, an unauthorized transaction, a report that was never delivered, or a material technical defect that prevents the report from being used.
- +Where a verified defect can be corrected, our first remedy may be reprocessing or replacing the report. If that does not resolve the issue, a full or partial refund may be approved.
Subscriptions
Canceling a recurring plan stops future renewals. Fees already charged for a current billing period are generally non-refundable and non-prorated, except where required by law or where we approve a remedy for a verified billing or service failure. Access normally continues through the paid period after cancellation.
How to request review
Email [email protected] as soon as possible and include the purchase email, transaction or receipt number, target URL, and a specific description of the issue. For operational review, requests should normally be submitted within seven days of the charge, but this does not shorten any mandatory legal period. You may also use the support route shown on your Paddle receipt or Paddle’s buyer support.
Chargebacks and payment disputes
Please contact us before filing a chargeback so we can investigate and, where appropriate, refund or correct the order. Filing a chargeback does not expand refund eligibility. We may provide the payment processor with checkout consent records, login and access records, report-delivery timestamps, scan evidence, support communications, and the applicable policy versions.
We may suspend access connected to a disputed transaction while it is reviewed. We will not retaliate against a good-faith report of fraud or unauthorized use.
Refund destination and timing
Approved refunds for Paddle-processed orders are returned through Paddle to the original payment method where possible. Banking and card-network processing times vary. Taxes, currency conversion, and partial adjustments are handled according to Paddle’s processing rules and applicable law.
Related terms
Review the Terms of Service and Privacy Policy before purchase.