Frequently asked questions

Report not received

After payment we queue the audit and email the report when it finishes — usually a few minutes, sometimes longer on a Deep Audit or Full Test. The same link is on the success / live status page if you kept that tab open.

• Search your inbox and spam for “WebVitalist” or the domain you submitted.
• Sign in at /login with the email you used at checkout, then open Account → Reports.
• Guest reports need the ?k= token from the original email or success URL.

Still missing? Contact us with that email and any order id from the Stripe receipt. We can resend the link.

Wrong URL

Each report is generated for the exact address you typed in the wizard. We cannot swap the URL on a report that already ran.

• If you meant a specific page (/pricing, /checkout), start a new Audit on that page.
• Not sure the site is reachable? Try a free scan first — it is the same fetch we use before you pay.
• Typo on a paid order you have not used? Ask for a refund and re-run the correct URL.

Refund request

If we cannot analyse the website, we refund the full card charge or return the credits automatically when the audit is marked failed. Completed reports are digital content delivered immediately (see the terms).

Unhappy with a delivered report? Write within 14 days via the contact form and we will find a solution. Card refunds show on the original payment method in 5–10 business days. Spent credits on a completed audit are not returned; failed credit runs are.

Technical error

Typical causes: the site timed out, returned a non-HTML response, blocked our crawler, or our own pipeline hit a transient failure (we retry those).

• Confirm the homepage loads in a private browser window over HTTPS.
• Retry with /scan. If the free scan fails, a paid audit will too.
• If you already paid, failed audits are refunded. Include the error text when you contact support.

Privacy and what we scan

We only fetch the public URL you give us (and, on multi-page products, same-origin pages linked from it). We honour robots.txt for User-agent: *. We do not log in, submit forms, click through your checkout, or read your analytics.

• Free scan: HTML of one page, technical SEO checks, platform detection. No Lighthouse, no language-model review. See how to read Lighthouse / Core Web Vitals for what a paid report adds.
• Paid report: the same fetch, plus a mobile Lighthouse run via Google PageSpeed Insights, a Security Pass (headers, cookies, leak checks on the public URL — not a pentest), and extracted public page text sent to a language model so the copy and UX sections can cite evidence.
• What we store: the URL, scores, the report file, and the email you use at checkout or on the contact form — so we can deliver the report and reply. We do not sell lists or run marketing cookies. Details: privacy policy.