Refund Policy

ScanScore stands behind every paid report. If we cannot deliver what you paid for, you do not pay for it. This page sets out exactly when a refund is issued, how to request one, and how long it takes.

Automatic refunds — no request needed

For most failure scenarios, our system refunds your payment automatically. You do not need to contact us — the refund is initiated by our payment system and an email is sent to confirm it.

Standard Report ($67)

If three consecutive attempts to generate your Standard Report fail due to a technical error on our side, your $67 is refunded automatically.

Premium upgrade ($130)

An automatic refund of $130 is issued in any of the following cases:

• The Premium upgrade pipeline fails to generate your report.
• None of the competitor URLs you provided can be reached (all-competitors-fail).
• The internal score-validation step detects an inconsistency that cannot be resolved on retry.

If one or two of three competitors fail but at least one works, your Premium report is delivered with the working competitors and you can paste content for the failed ones directly into the report — this is not a refund scenario.

Premium Report ($197)

The same automatic Premium-upgrade triggers above apply when you purchase a Premium Report directly.

Manual refund requests

If you believe you are entitled to a refund for a reason not covered by the automatic triggers above, email support@scanscore.co within 30 days of purchase. Include the email address used to run the diagnostic and a short description of the issue. We review every request and respond within one business day.

Refund processing time

Refunds are processed to your original payment method. The Stripe refund is initiated immediately. Funds typically appear on your statement within 5–10 business days, depending on your card issuer or bank.

What is not refundable

• Completed reports where the diagnostic was delivered. Once your report has been generated and the findings made available to you, the digital content has been fully delivered and the 14-day statutory cancellation right does not apply.
• Free Snapshot reports — there is no charge to refund.
• Disagreement with individual findings or recommendations. You can challenge any finding inside your report and receive an automated re-judge at no extra cost; this is included with every paid report.

How we handle the underlying payment

Payments are processed by Stripe. Refunds are issued against the original Stripe payment intent for the report concerned (Standard, Premium, or Premium upgrade). ScanScore does not store card details at any point.

Contact

Questions about this policy or about a specific refund: email support@scanscore.co. ScanScore is a product of Creogence Limited (Company No. 10799036), registered in England and Wales.