Effective date: June 12, 2026
ye5.ai sells its core products — GEO Brand, GEO Web, GEO Presence, and GEO Content — as one-time digital deliverables. Once your report, guide, or content package is generated and delivered, the purchase is considered fulfilled. ye5.ai also offers optional subscriptions — Brand Monitor, Web Monitor, and Content Creator — that deliver those same deliverables on a recurring schedule.
One-time purchases
One-time products carry no subscription, recurring charges, or auto-renewal. No cancellation is required. Refund eligibility is governed by the terms in this policy.
Subscriptions, auto-renewal, and cancellation
Subscriptions auto-renew until canceled: Brand Monitor renews quarterly, Web Monitor annually, and Content Creator monthly, at the price shown at checkout. You can cancel at any time using the manage-subscription link included in every subscription email, or by emailing hello@ye5.ai.
- Cancellation stops future renewals. It takes effect at the end of the billing period you are currently in — you keep receiving the deliveries that period has already paid for, and you are not charged again.
- Canceling does not refund or prorate the current period. Because you continue to receive the deliveries you paid for through the end of that period, no money is returned for canceling. This applies to all plans, including annual Web Monitor. (Mandatory consumer-protection rights, where they apply, are unaffected.)
- Each individual subscription delivery is still covered by the same technical-failure refund and retry standards as a one-time purchase (see below) — e.g. a report that never generates due to a server-detected failure.
- If a renewal payment fails, deliveries pause immediately and we notify you by email. Deliveries resume on your regular schedule once payment succeeds; missed deliveries during a paused period are skipped, not stacked or charged.
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 purchase from generating a complete deliverable, and retries also failed
- The purchase was charged but no report, guide, or content package 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
- Configuration mistakes you made (wrong brand name, wrong website, wrong competitors, wrong topic) after the deliverable 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. For subscriptions, the waiver applies to each delivery once it is generated; you retain the right to cancel the subscription itself at any time before the next renewal as described above.
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.