Refund Policy

Last updated 2026

30-day money-back guarantee on subscriptions

If DNA WEB is not right for you, request a full refund of your subscription charge within 30 days of the date of that charge and it will be approved. This applies to monthly and yearly plans, including the first charge and each renewal charge. You can cancel at any time from your account; cancelling stops future renewals and keeps your access until the end of the paid period.

Resolution cases: no resolution, money back

Resolution work is priced per URL and paid in tokens before anything happens. Every URL that is marked guarantee eligible at checkout carries one stated intended outcome — source removal, correction, de-indexing or successful platform enforcement.

If we complete the agreed process and that stated outcome is not achieved within the disclosed case period, the eligible one-time amount for that URL is refunded to your original payment method, or the tokens it consumed are restored to your balance and recorded in your token ledger. If a paid assessment finds no legitimate resolution pathway for a URL, those assessment tokens are restored automatically without you asking. Full details are on the guarantee page.

What is not refundable

• Taxes, filing fees, legal fees and other third-party costs that were disclosed and approved separately
• Cases you cancel, or where required evidence or authorisation is withheld, so the agreed process cannot be completed
• Cases where every viable proposed action is rejected
• Charges connected to false or inaccurate information provided about the subject or the content
• Monitoring, specialist assessment, Right of Reply and Ethical Reputation Recovery, unless the checkout screen states a measurable guaranteed deliverable
• Accounts terminated for breach of the Terms, including prohibited surveillance or attempts to suppress lawful journalism

Nothing in this policy limits refund or cancellation rights you have under the consumer law of your country. Where local law gives you a stronger right, that right applies.

How to request a refund

Payments are processed by Stripe. Receipts, renewal details, billing history and cancellation controls are available in your account, and every refund is issued back to the original payment method.

1. Request the refund from Billing in your account, or email us at support@dnaweb.ai using the email address on your receipt.
2. Include your receipt or invoice number. For a resolution case, mention the case so we can confirm its eligibility, case period and status from the audit trail in your workspace.
3. We verify and settle. Card refunds are issued to the original payment method and typically reach your bank within 5–10 business days. Token refunds appear in your balance immediately.

Chargebacks

If something looks wrong on your statement, contact us first — refunds are usually faster than a bank dispute, and we would rather fix the problem than argue about it.

Contact

Questions about a charge, a case or this policy: support@dnaweb.ai. Payments, receipts and cancellation controls are handled by Stripe and are available from Billing in your account.