Refund Policy
Last updated: 30 September 2026
1. Free trial first
Every new account receives free trial credits, so you can evaluate Sitewise fully before paying anything. We encourage you to use the trial to confirm the service fits your needs — it's the best protection against a purchase you regret.
2. Credits
- Credits are consumed when an action (analysis, crawl, rank check, AI tool) is initiated, regardless of the result.
- If an action fails because of a fault on our side — for example a service outage or a processing error — contact us and we will re-credit your account after review.
- An action that completes but returns a result you disagree with (for example a score you consider too low, or a target site that blocks our fetcher) is not a service failure.
- Free trial and promotional credits have no cash value and are never refundable.
3. When we refund payments
We issue refunds to the original payment method in these cases:
- Duplicate or erroneous charges — refunded in full.
- Clear service failure — you purchased credits or a plan and a fault on our side prevented you from using them.
- Unused purchase — you purchased credits within the last 14 days and have used none of them.
Partially used credit purchases and plan fees for periods already served are refunded at our discretion, prorated where we agree to do so.
4. How to request a refund
Email hello@sitewise.my from your account email within 30 days of the charge, including the transaction reference and a short description of the issue. We respond to refund requests within 5 business days.
5. Processing
Approved refunds are returned to the original payment method. Card refunds via Stripe typically appear within 5–10 business days depending on your bank; invoiced payments are refunded by bank transfer.
6. Account closure
If we terminate your account without cause, we refund unused paid credits. If your account is terminated for breach of our Terms, remaining credits are forfeited.
7. Statutory rights
Nothing in this policy limits rights you have under applicable consumer protection law, including the Malaysian Consumer Protection Act 1999.
8. Contact
Questions? hello@sitewise.my