Refund Policy

Every month Pemba commits to two things for every active site on your plan: your content is published and your monthly report with its fix list is delivered. If we miss either of those in a month, that month's fee for that site is refunded in full. No argument, no partial credit.

The guarantee covers delivery, which we control. It does not cover rankings, traffic, leads, sales or AI citations, which depend on third parties and cannot honestly be promised by anyone.

A month is delivered when, by the end of that billing month:

• Content: the blog post and FAQ included in your plan have been published to your connected site, or, if your site is not connected or you use approval mode, have been delivered to your portal ready for your review.
• Report: your monthly report and fix list are available in your portal and the report email has been sent to your account address.

Content held in the 7-day review window, or waiting on your approval, counts as delivered. Content you rejected and asked us to redo is delivered once the revised version is available in your portal.

• Results: no refund is available because a ranking, citation, traffic or revenue target was not reached.
• Change of mind: no refund for a month that was already delivered. Cancel any time to stop the next payment.
• Months where delivery was blocked on your side: for example, no website connected and no approval given for delivered content, target keywords never set, access revoked, a site that is offline, or an unpaid invoice.
• The unused part of a billing period after you cancel. Access continues to the end of the period you have paid for.
• Months you have not been billed for. There is no minimum term, so cancelling simply stops future payments; there is nothing owed and nothing to refund.
• Fees paid to third parties on your behalf, such as directory listing fees, unless the third party refunds them to us.

If you are charged twice, charged the wrong amount, or charged after a cancellation took effect, tell us and we refund the difference in full within 5 business days of confirming the error.

• Email us within 30 days of the end of the month in question, with your account email and the site concerned.
• We check the delivery log for that month: publish dates, report generation and email delivery.
• If the month was not delivered as defined above, the refund is approved without further questions.
• Refunds go back to the original payment method through Stripe within 10 business days of approval. Your bank or card provider may take a few more days to show it.

We also monitor delivery ourselves. If our own logs show a missed month we refund it without waiting for you to ask.

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits those rights. Where the law entitles you to a remedy that is broader than this policy, the law applies.

We may update this policy. Changes that reduce what is refundable are notified by email at least 14 days before they take effect and never apply to months already paid for. The current version is always at pemba.ai/refund.

Refund requests and questions: hello@pemba.ai.