Refund & Cancellation Policy

Cancelling

Cancel at any time through the billing portal. The link is on every invoice and on every report we send you.

There is no minimum term, no notice period and no cancellation fee. Cancellation takes effect at the end of your current billing period. You will not be charged again.

You do not need to email us or explain why. If you would rather cancel by email, that works too. Send it to javier@elstrand.com and we will process it within two business days.

What you get for the period you have paid for

You remain entitled to the report for the billing period you have already paid for, even if you cancel the day after being charged. If you cancel before that report has been sent, we will still send it.

Refunds

Reports already delivered are not refunded. Each report is completed work: the questions are run, the answers recorded, and the analysis written specifically for your brand.

We will refund or redo a report if we got it wrong. If a report is not delivered, is materially incomplete, or contains a significant error on our side, tell us and we will either correct it or refund that month. Your choice.

Email javier@elstrand.com within 14 days of receiving the report and describe the problem. We respond within two business days.

The Full Check (one-off payment)

The Full Check is a single payment for a single piece of work, not a subscription. There is nothing to cancel and nothing recurring.

Before we start: full refund, no questions. If you change your mind before we have begun the reading, email us and we refund the whole amount.

Once the reading has started: no refund. The questions have been run and the work exists. We will tell you the date we are starting so this is never a surprise.

If we got it wrong, the same rule applies as for any report. If the Full Check is not delivered, is materially incomplete, or contains a significant error on our side, we correct it or refund it. Your choice.

If you move to a monthly plan afterwards, the Full Check payment covers your first month. If you then cancel during that month, the ordinary cancellation terms above apply and the Full Check itself is not refunded, because it has been delivered.

Failed payments

If your card is declined, Stripe will retry it automatically. Report delivery pauses until payment clears. Nothing is lost. Once payment goes through, your report is produced and sent.

If payment has not cleared after 14 days, we may suspend or cancel the subscription. You can restart at any time.

Changing plan

Move between Core, Pro and Global at any time through the billing portal. Changes take effect from your next billing date. Stripe handles any proration automatically.

Note that moving down a plan reduces the number of questions and competitors tracked, which affects comparability with your earlier reports. We will flag this in your first report on the new plan.

Before you file a chargeback

If something has gone wrong, email us first. We would rather fix a problem or refund you directly than have it go through a dispute process. We answer email within two business days.

A chargeback on a small business costs disproportionately more than the transaction itself, so this is a genuine ask rather than a formality.