Refund & Cancellation Policy
Last updated: September 27, 2026
This policy explains when a paid Visualz WebScan order can be cancelled and when a refund applies. Nothing here limits any right you have under applicable consumer protection law — where local law gives you a stronger right, that right applies instead.
1. Free Homepage Snapshot is not a purchase
Submitting a Free Homepage Snapshot request costs nothing and is not a paid order. This policy governs paid orders only — there is nothing to refund on a free snapshot.
2. Cancelling before we start scanning
If you cancel before we have launched the scan of your website, you’ll receive a full refund. “Started” means our team has actually launched the scan — not simply that payment was received. In practice, this means cancelling shortly after payment, before we’ve begun, generally results in an easy, full refund.
3. Cancelling after scanning has begun
Once scanning has started, we’ll review your cancellation or refund request individually, based on how much work was already completed and any rights you have under applicable law. Contact us and we’ll assess your specific situation.
4. Completed and delivered reports
Once your report is complete and we’ve emailed it to you, it’s generally non-refundable — you’ve received the product you paid for. Exceptions apply for a technical failure on our end that prevented you from receiving a usable report, a right you have under applicable consumer law, or another situation we determine in good faith warrants an exception.
5. Duplicate charges
If you were accidentally charged twice for the same order, let us know and we’ll refund the duplicate charge in full.
6. Technical failures
If a technical problem on our end prevents us from delivering your report, we will, at our discretion, fix the problem and deliver it, provide a replacement, or issue an appropriate refund.
7. Upgrade credits
If you upgrade from WebScan Basic to a Professional report, the price you already paid for Basic is credited toward the upgrade, within 30 days of your Basic report being approved. If your original Basic purchase is fully refunded, that credit is no longer available for a new upgrade request. This doesn’t affect an upgrade you already created before the refund.
8. How to request a refund
Email webscan@thevisualzgroup.com with your order details and the reason for your request. We aim to respond within 2 business days.
9. Refund request window
For a delivered report eligible for an exception refund under Section 4, please make your request within 7 calendar days of the date we email you your finished report. This window doesn’t limit any longer period required by applicable law.
10. How refunds are paid
Approved refunds are returned to your original payment method — we’re not able to send a refund to a different card or account. Most customers see the credit on their statement within 5–10 business days, though the exact timing depends on your bank or card issuer and is outside our control.
11. Contact
Questions about this policy? Contact us at webscan@thevisualzgroup.com or visit visualz-webscan.vercel.app. This policy is part of our Terms of Service.