Refund policy

Bad refund policies are infuriating. You feel like the company is just trying to rip you off. We never want a customer to feel that way, so our policy is simple: if you are unhappy with something you bought from us, for any reason, email billing@curbcuthq.com and we will take care of you.

Refunds go back to the card you paid with, through Stripe, our payment provider, and usually appear within five to ten working days.

Full refunds we would grant

• A fix pack or full audit that failed to generate, or that is obviously defective, and that we could not put right by re-running it.
• A report bought for the wrong site by mistake, if you tell us before you have used it.
• A monthly monitoring charge that went through just after you meant to cancel.
• Monitoring you forgot to cancel and have not used for a couple of months. We will refund those months.

Partial refunds or credits we would consider

• Monitoring you forgot to cancel a long time ago, but which kept sending you alerts you acted on. We will look at the history and work out something fair.
• A report that was delivered but missed something it should have caught. We would rather fix the check and re-run your report; if that is not enough, we will refund part or all of it.
• A stretch of downtime that stopped you getting a report you had paid for.

What we do not refund

• A report that did its job but showed you fewer problems than you hoped, or more. The audit is the product; the result is not.
• A report for a site that turns out not to have been yours to scan. See our Use Restrictions policy.

Get in touch

Nearly everything at the edges comes down to a case-by-case judgement. Send us a note, tell us what is up, and we will work with you to make sure you are happy. Nothing here limits the rights you have as a consumer under the laws of the country where you live.

Adapted from the Basecamp open-source policies, used under CC BY 4.0.