Platform-side failures
If payment succeeds but the report cannot be generated or delivered because of a Lance Audit system issue, contact help@audit.lanceservices.tech with the payment reference and email used at checkout.
Refund Policy
Clear handling for paid report issues.
Lance Audit confirms payments and delivers secure report access by link and email. If something fails because of the platform, we review it fairly.
Blocked websites
Some websites block automated checks, screenshots, or PageSpeed requests. Limited results caused by bot protection, invalid SSL, private dashboards, downtime, or blocked public access may not qualify for automatic refund.
Duplicate payments
If the same report is accidentally paid for more than once, send both references. We can verify duplicate payments and decide whether to refund, credit, or extend access.
Account plans
Account plans unlock saved history and monthly audit usage. Refund handling depends on whether the plan has already been used, the payment provider rules, and whether access was delivered correctly.
Human review
Optional human review or implementation support is handled separately from automated report access. Scope, timing, and refund terms should be agreed before work starts.
How to request help
Email help@audit.lanceservices.tech with the website URL, report link, payment reference, and a short explanation. We avoid public support discussions for paid report access.