Effective date: May 18, 2026
ye5.ai sells the GEO Audit as a one-time digital deliverable. Once your PDF report is generated and delivered, the purchase is considered fulfilled.
General policy
Digital deliverables are non-refundable once generated and delivered. This is the standard for digital goods sold and delivered immediately.
When we will refund
Refunds are issued if:
- A server-detected technical failure prevented your audit from generating a complete PDF, and retries also failed
- The audit was charged but no PDF was ever delivered to you
- A duplicate charge occurred due to a payment processing error
When we will not refund
Refunds are not issued for:
- Disagreement with the analysis, scoring, or competitive findings (the methodology is documented and visible before purchase)
- Configuration mistakes you made (wrong brand name, wrong competitors, wrong search terms) after the PDF generates. Retries are available for technical failures only, not user-initiated changes.
- Comparison reports that show directional movement you disagree with
EU and UK consumers
If you are a consumer in the European Union or United Kingdom, you generally have a 14-day right of withdrawal for distance contracts under consumer protection law. However, digital content delivered immediately is exempt from this right when you have provided express consent to immediate delivery and acknowledged that you waive your right of withdrawal upon delivery.
By completing checkout, you provide this consent and acknowledge the waiver.
Retries on technical failure
If our system detects a technical failure during your audit generation (AI model timeout, scraping failure exhausting all fallback tiers, server error, and so on), you are entitled to up to 3 retries within 24 hours at no additional charge. The same purchase token remains valid for those retries.
Retries are limited to the original audit configuration. Changing the brand, competitors, search terms, or market context requires a new purchase.
If retries continue to fail after 3 attempts, contact hello@ye5.ai for manual review and refund.
How to request a refund
For eligible refund requests:
- Email hello@ye5.ai with the subject line "Refund request"
- Include the email address used for purchase, approximate date and time of purchase, and a brief description of the issue
- We respond within 5 business days
- Approved refunds are issued to the original payment method via Stripe within 5-10 business days after approval
Contact
Refund questions: hello@ye5.ai or PO Box 40027, Bellevue WA 98015.