Refund policy

One-time audits

Starter, Standard, and Premium audits are covered by a 14-day money-back guarantee starting the day we deliver your PDF report and official brand page draft. Within that window, you can request a full refund by emailing hello@citorial.com from the address on the order. Refunds are processed by Hotmart within 5 business days and land on the same card or method you used to pay.

We don't require a reason. If the refund is being driven by something specific (delivery delay, factual error, a metric we got wrong), we'd genuinely like to know — so we can fix it — but it's never a prerequisite for getting your money back.

What disqualifies a refund

We honor 100% of refund requests received in the 14-day window. After day 14 we consider requests on a case-by-case basis, and we generally do not refund in these situations:

• More than 30 days have passed since delivery.
• The audit was delivered, you implemented the recommendations, and now want the price back. We measure visibility — we don't guarantee any specific outcome (see the Terms of Service).
• The audit you received matches the scope of the tier you purchased (Starter is a focused probe; Standard is extended; Premium is multi-brand — that's by design, not a defect).

If something more nuanced applies (e.g. you bought the wrong tier, you need to switch to a different brand mid-process), just write to us and we'll usually find a fair solution outside of a formal refund — credit toward a different audit, swap of scope, etc.

Citorial Pulse (monthly subscription)

Pulse subscriptions can be canceled at any time, with no early-termination fee, from the billing tab of your dashboard or by emailing us. After cancellation:

• You keep access through the end of the current billing cycle (the one you already paid for).
• We do not refund a partial month — the monthly fee is small enough that pro-rating creates more friction than value.
• If you cancel within 7 days of your first Pulse charge ever and have not received a monthly digest, we refund that first month in full.

How to request a refund

1. Email hello@citorial.com from the address associated with your order.
2. Include the order number or the email subject of your delivery email (so we can match the request fast).
3. Optional but appreciated: one sentence on what didn't work for you. We read every message.

We reply within one business day. Refunds are processed by Hotmart and typically appear in your account 3–7 business days later, depending on your bank.

Chargebacks

If something looks wrong with your order, please email us first — we resolve almost everything inside a day. Issuing a chargeback without contacting us forfeits the money-back guarantee and may delay the refund significantly while Hotmart investigates.

Contact

For any refund question, email hello@citorial.com. Real human, usually replies same business day.