Refund Policy

This policy explains when we refund payments for the Context Hints AEO Tracker and our advisory services. We have kept it short and specific so you know where you stand before you subscribe.

1. General rule

Subscription fees for the Context Hints AEO Tracker are generally non-refundable. Costs start the moment a plan is active: every scan sends real queries to ChatGPT, Gemini, Perplexity and other AI engines through paid APIs, and that spend cannot be recovered. We therefore do not pro-rate or refund usage that has already happened.

Your first scan is free, so you can see what the tracker does before you pay anything. The exceptions below describe the specific cases where we will issue a refund.

2. When refunds apply

We will refund eligible charges in these cases:

• Technical outages of 48 hours or more. A continuous outage caused by Context Hints, lasting more than 48 hours, that stops you from accessing the tracker or running scans.
• Verified billing errors. Duplicate charges, charges after a confirmed cancellation, or amounts that do not match your active plan.
• Unauthorized or fraudulent charges. Charges you did not authorize, verified through standard chargeback procedures.
• Complete platform failure. No scan completed during your billing period because of a failure on our side.

3. Money-back guarantee

New subscribers are covered by our money-back guarantee if the tracker fails to complete any scan during the first 14 days of their first paid subscription. The guarantee no longer applies once a scan has completed successfully, whether or not you reviewed the results.

4. Monthly and annual plans

• Monthly plans renew each month. Cancelling stops the next renewal. You keep access until the end of the month you paid for.
• Annual plans are billed once a year at a discount. Cancelling stops the next renewal and you keep access until the end of the paid year. Unused months are not refunded except under the cases in section 2 or where the law requires it.
• Plan changes. Upgrades take effect immediately and are charged pro rata. Downgrades take effect at the next renewal.

You can cancel at any time from the billing page in your workspace, or by emailing us.

5. Advisory and service engagements

Advisory work and done-for-you services are billed under a signed order form, statement of work or invoice. The refund terms in that document take priority over this policy. Where the document says nothing about refunds:

• Fees for work already delivered are non-refundable.
• Prepaid fees for work not yet started are refunded pro rata if either party ends the engagement.

6. EU and UK consumer rights

Consumers in the EU and UK keep their statutory 14-day right of withdrawal. It applies only where the service has not been used and the tracker stayed functional during the withdrawal window. By running a scan, adding prompts or exporting results, you ask us to start the service right away and accept that you lose the withdrawal right for the portion already used.

7. How to request a refund

Email legal@contexthints.com with the subject line "Refund Request" and include:

• The email address on your account.
• Your invoice or receipt number.
• A clear explanation of why you are asking for a refund.
• Any supporting material, such as screenshots, error messages or transaction IDs.

8. Timeline

• Acknowledgement: within 1 business day.
• Review: 5 to 7 business days.
• Processing once approved: 5 to 10 business days back to the original payment method.

9. Prorated refunds

When we approve a partial refund, we calculate it per day from the cancellation date to the end of the paid period. Prorated amounts under $10 are issued as account credit instead of a cash refund.

10. Exclusions

We do not issue refunds for:

• Disagreement with what AI engines say about your brand, or with how they rank or cite you.
• Visibility, citation, traffic or revenue outcomes that did not meet your expectations.
• Unused time after a renewal has already processed.
• Forgetting to cancel before a renewal date.
• Accounts suspended for breaking our Terms of Service or Acceptable Use Policy.

11. Contact

Context Hints Labs Inc.
Email: legal@contexthints.com

This policy forms part of our Terms of Service. If the two conflict on a refund question, this policy applies.