Guarantee
No resolution, money back.
Resolution work only earns its price when it works. Every eligible case states the outcome we are aiming for before you pay — and if that outcome is not achieved within the disclosed case period, you get your money back.
The outcome is written down first
Before you pay, every URL in a case shows one case type and one intended outcome: source removal, correction, de-indexing, or successful platform enforcement.
No resolution means money back
If we complete the agreed process and the stated outcome is not achieved within the disclosed case period, the eligible one-time amount for that URL is refunded, or the tokens it consumed are restored.
Nothing spent without approval
Cases, third-party costs and external submissions all require your explicit approval. You are never charged silently for work you did not authorise.
Honest eligibility, not false hope
Lucy AI marks a URL as guarantee eligible only where a lawful resolution pathway exists. Where it does not, we tell you plainly instead of selling you a case.
Scope
What is covered, and what is not
Clear boundaries are part of the promise. Everything below is shown again on the checkout screen for the specific case you are approving.
Covered by the guarantee
- Approved, outcome-based Reputation Resolution cases marked guarantee eligible at checkout
- One-time case amounts paid by card, refunded to the original payment method
- Tokens consumed by an eligible case, restored to your balance and visible in your ledger
- Paid assessments where no legitimate resolution pathway is found — tokens restored automatically
- Any subscription plan, within 30 days of the charge, if the service is not right for you
Not covered
- Cases you cancel, or where required evidence or authorisation is withheld
- Cases where every viable proposed action is rejected, so the agreed process cannot be completed
- Inaccurate or false information provided about the subject or the content
- Taxes, filing fees, legal fees and other disclosed third-party costs
- Monitoring, specialist assessment, Right of Reply and Ethical Reputation Recovery, unless the checkout screen states a measurable guaranteed deliverable
- Breaches of the Terms, including prohibited surveillance or suppression of lawful journalism
How to claim
Three steps, no forms to chase
1. Check the case record
Open the case in your workspace. Its status, evidence package, disclosed case period and guarantee eligibility are all recorded there.
2. Request the refund
Contact support from your account, or request the refund from Billing using the email on your receipt.
3. We verify and settle
We confirm the case was eligible, completed and unresolved. Card refunds are issued to the original payment method; token refunds appear in your token ledger.
Subscription refunds
Subscription plans carry a 30-day money-back guarantee. If DNA WEB is not right for you, request a full refund within 30 days of the charge and we will approve it. Cancellation is available at any time from your account and stops future renewals.
How refunds are processed
Payments are processed by Stripe. Receipts, renewal details, billing history and cancellation controls are available in your account. Card refunds are issued to the original payment method and typically settle within 5–10 business days, depending on your bank. Token refunds are restored to your balance immediately and recorded in your token ledger for audit.
What we never promise
We do not guarantee removal or search-ranking outcomes in general, and we never claim influence over publishers, courts or platform decisions. The guarantee is a commercial commitment about your money, not a prediction about the internet: where an outcome is not achievable, you either keep your money or never spend it in the first place. See our ethics commitments and terms for the full framework.