When Crawlux refunds your audit.
Complete refund eligibility table covering every scenario: failed audits, methodology bugs, duplicate purchases, disagreement with findings. Plus the refund process, timeline and how to request one.
Refund key facts
Eligibility decision table
Find your scenario in the table below to see whether it is refundable. The eligibility rules apply across Free, Pro and Team tiers. Enterprise contracts may have separately negotiated terms.
| Scenario | Refundable | Conditions and process |
|---|---|---|
| Free tier audit failed | No | No payment was collected. Free tier audits can be re-run on the same domain at no cost. |
| Pro/Team infrastructure failure | Yes | If audit fails due to Crawlux infrastructure issue: automatic re-run free of charge, or full refund at your discretion. No request required. |
| Sustained upstream provider outage | Yes | If a required provider (DataForSEO, CoinGecko, etc) is unavailable beyond retry tolerance: re-run free or refund in full. |
| Verified methodology bug | Case-by-case | Refund evaluated against the specific bug. Email [email protected] within 30 days with audit ID and bug details. |
| Accidental duplicate purchase | Yes | If two audits purchased for the same domain in error: full refund of the duplicate. Email [email protected] within 30 days. |
| Disagreement with findings | No | The methodology is documented openly. Buyers should evaluate fit before purchasing. Findings disputes go through the methodology challenge process. |
| Low audit score | No | Score reflects the actual state of the audited domain against the published methodology. Low scores indicate work to do, not refund grounds. |
| Buyer's remorse | No | Decisions to no longer want the audit after purchase are not refundable. Sample report and methodology pages let buyers evaluate fit before paying. |
| Enterprise tier cancellation | Per contract | Enterprise contracts specify individual refund and cancellation terms. Standard SaaS terms apply unless negotiated otherwise. |
In plain language
Failed audits get refunded or re-run automatically. Bugs and duplicates get refunded. We do not refund for changing your mind or disagreeing with what the audit found.
How refunds work
The full refund process from request to money returned. Most refunds complete within 7 to 15 business days end to end. Failed audits skip steps 1 and 2 and trigger automatic refunds.
Refund timeline at a glance
The visualization below shows typical timelines from the moment something happens to the moment money returns to your account. Failed audits skip the request and decision steps because they auto-refund.
Refund timeline by scenario
Scale: 0 to 15 business daysStripe processing time depends on your bank. Most refunds appear within 5 to 10 business days. Credit cards typically take longer than debit cards. Some banks show the refund as a pending credit before the funds settle.
Why some scenarios are not refundable
Three common scenarios marked "No" in the eligibility table. Here is the rationale for each, so you can decide whether Crawlux is right for you before purchasing.
Methodology bug versus disagreement
A methodology bug is a verifiable error in how the audit measured something. Disagreement with the methodology design itself is a different conversation, handled via the methodology challenge process.
Common refund questions
Six questions covering eligibility, timeline, process, edge cases and the request mechanism.
Can I get a refund for my Crawlux audit?
Refund eligibility depends on your specific scenario. Failed audits caused by Crawlux infrastructure issues are refunded automatically with no request needed. Verified methodology bugs are evaluated case by case. Accidental duplicate purchases are refunded in full within 30 days. Disagreement with findings, low audit scores or buyer's remorse are not refundable.
How long does the refund process take?
Refund decisions are returned within 5 business days of your request. Approved refunds are processed via Stripe within 5 to 10 business days after approval. Total time from request to money returned: typically 7 to 15 business days. Failed audits trigger automatic refunds without any request, processed within the same Stripe window.
What if my audit fails partway through?
Crawlux automatically retries failed audits up to 3 times with exponential backoff. If all retries fail due to a Crawlux infrastructure issue or sustained upstream provider outage, you receive an automatic refund or a free re-run at your discretion. No refund request is required for these scenarios.
Why no refunds for low audit scores?
The audit score reflects the actual state of your domain measured against the published Crawlux methodology. A low score is the audit working correctly and identifying real issues. The findings list shows what to fix to improve the score. Score is not refund grounds because it is the deliverable you paid for.
How do I request a refund?
Email [email protected] with three things: your audit ID (found in the audit dashboard), the scenario from the eligibility table that applies and any supporting details. Response within 5 business days. Approved refunds processed via Stripe within 5 to 10 business days.
Is there a deadline for refund requests?
Yes. Refund requests must be submitted within 30 days of audit completion. The exception is failed audits, which have no deadline because they are auto-refunded. Enterprise contracts may specify different windows. Late requests may still be considered case by case but are not guaranteed.
How to reach the refunds team
Direct email is the fastest path. Include your audit ID, the eligibility scenario and any supporting details. Most decisions are returned within 5 business days.
Refund requests
Email: [email protected]
Subject line: "Refund Request" plus your audit ID
Required: Audit ID, scenario, supporting details
Decision window: 5 business days
Stripe processing: 5 to 10 business days after approval
For other inquiries, see the about page for the right contact path. Refund-related questions about Enterprise contracts should go to [email protected].
Try the free audit before you buy
The best way to evaluate Crawlux fit before paying is the free audit. One free audit per domain, no credit card required, no risk of a non-refundable decision.
Refund policy v1.0 · Effective April 13, 2026 · 30-day request window