This Refund & Service Credit Policy explains when SEOMER Ltd ("SEOMER", "we", "us") provides cash refunds, token credits and service credits for paid plans and operations on NitroIndexer. It forms part of our Terms of Service. By purchasing a plan or running paid operations, you confirm that you have read and accepted this Policy.
On this page
- 1. Key principle: no guaranteed indexing
- 2. What you pay for
- 3. Tokens and service credits
- 4. Types of remedy
- 5. Googlebot visit service window
- 6. When a service credit may apply
- 7. When a cash refund may apply
- 8. When refunds are not provided
- 9. Availability check and no-check mode
- 10. Index Check
- 11. Subscriptions, cancellation and unused tokens
- 12. Plan changes
- 13. Erroneous and duplicate charges
- 14. Chargebacks and disputes
- 15. Abuse of refund mechanisms
- 16. Time limit for requests
- 17. How to submit a request
- 18. Mandatory consumer rights
- 19. Governing law and changes
- Contact
1. Key principle: no guaranteed indexing
NitroIndexer is a technical service for working with URLs, running checks, facilitating and verifying Googlebot visits and producing reports. We do not guarantee that a URL will be indexed, stay indexed, rank or gain traffic; all crawling, indexing, de-indexing and ranking decisions are made independently by search engines. The absence of indexing alone is not a ground for a cash refund, token credit or service credit.
2. What you pay for
You pay for access to a plan and for the technical operations performed inside the Service, not for an indexing result. Depending on your plan and settings, operations may include URL processing, technical availability checks, Index Check, Googlebot visit facilitation and verification, follow-up checks and reporting. An operation may be treated as performed once it is technically accepted by the system, processing starts, tokens are deducted, a check is run, a result is generated or an event is recorded.
3. Tokens and service credits
Tokens are internal usage units included with a paid plan; they are not sold separately and have no value outside the Service. A token credit or service credit may be provided in the cases set out below or at our discretion. Credits and returned tokens can be used only inside the Service, are not money and cannot be paid out to a card or bank account, sold, transferred or exchanged. A credit may have an expiry period where stated.
4. Types of remedy
We may apply a token credit, a service credit, repeat processing without an additional token deduction, a partial cash refund, a full cash refund, or another reasonable remedy. As a general rule, where an issue concerns a specific technical operation we first consider a token credit, service credit or repeat processing. A cash refund applies where this Policy provides for it, the law requires it, or we separately agree to it.
5. Googlebot visit service window
For Googlebot visit facilitation and verification, the standard service window is up to 7 calendar days, unless stated otherwise in the interface, plan or a separate agreement. If the system records a visit within that period, the operation is treated as performed in that respect, and we may provide technical event data (date, time, URL, IP or network data and status). A recorded visit does not guarantee that the URL will be indexed.
6. When a service credit may apply
You may be eligible for a token credit, service credit or repeat processing if all of the following apply: the URL was accepted by the system for processing; the operation was paid for with tokens under an active plan; it concerned Googlebot visit facilitation and verification; the 7-day service window has expired; the system could not verify a Googlebot visit; the failure to verify was caused by a technical issue on our side; you did not breach our terms; and the URL was not unavailable for reasons outside our control.
7. When a cash refund may apply
We may consider a cash refund where a material technical failure on our side made the paid plan unusable; a payment was charged in error; you were charged twice for the same period; a subscription renewed after a cancellation that the system confirmed; we failed to provide a material part of the paid digital service for a reason within our reasonable control; or a refund is required by consumer protection law. A refund may be full or partial, taking into account the price, the period and tokens actually used, the operations performed and the nature of the issue.
8. When refunds are not provided
We generally do not provide a refund, token credit or service credit where:
- a URL was not indexed, dropped out of the index, did not rank, or did not bring traffic, leads or sales;
- you expected an SEO result that we did not expressly guarantee;
- you chose the no-check mode and the URL turned out to be unavailable, blocked, erroneous or unsuitable;
- the URL returned HTTP 4xx or 5xx errors, or the site blocked processing, bots, requests or specific IPs or user-agents;
- the URL was blocked by robots.txt, meta robots, x-robots-tag, canonical settings or similar instructions;
- the page was removed, changed, password-protected or moved after submission;
- you submitted an incorrect, incomplete, duplicate or third-party URL, or one you had no right to process;
- you breached our Terms of Service or acceptable-use rules, or exhausted your plan's tokens or limits;
- the plan expired, or unused tokens expired at renewal, plan change, cancellation or the end of the paid period;
- you simply changed your mind after the digital service had started, or did not use access that was provided;
- you did not cancel before the next renewal charge; or
- the issue was caused by Google, a search engine, your hosting, CMS, CDN, firewall or website settings.
9. Availability check and no-check mode
You may choose a mode with a preliminary technical URL availability check or a mode without it. A URL may be treated as problematic if it returns HTTP 4xx or 5xx, does not respond, blocks requests, returns an invalid response, requires authorisation or is password-protected. HTTP 301 and 302 redirects are not, by themselves, treated as errors, and we may process the redirect's destination where possible. If you choose the no-check mode, you accept the risk that the URL may be unsuitable, and deducted tokens are generally not returned where processing was impossible because of the URL or website condition.
10. Index Check
Index Check is a point-in-time technical check of whether a URL appears to be indexed at the time of checking. It is not an official Google confirmation and not a guarantee of indexing, retention, ranking or traffic, and its result can depend on timing, region, data centres, index updates and your site settings. If Index Check shows a URL is not indexed, that alone is not a ground for a refund where we performed the relevant operation.
11. Subscriptions, cancellation and unused tokens
Cancelling a subscription stops future renewals but does not automatically refund the current paid period; access usually continues until the end of that period. Unused tokens do not roll over: at each renewal, unused tokens expire and the plan's token amount is credited again. If a subscription is cancelled, not renewed or unpaid, unused tokens remain available only until the end of the current paid period and then expire, unless mandatory law requires otherwise. We are not required to refund a period during which you had access but did not use it.
12. Plan changes
If you upgrade or downgrade before the current period ends, unused tokens from the previous plan expire when the new plan activates, and after payment the workspace receives exactly the new plan's token amount. Tokens from the previous plan are not carried forward or refunded in cash. The interface should warn you before you confirm a plan change.
13. Erroneous and duplicate charges
If you believe a payment was charged in error, twice or without a proper basis, contact us with enough detail to verify it (account email, workspace, date, amount, the last four digits of the card where applicable, and the Stripe receipt or invoice ID). If we confirm an erroneous or duplicate charge, we may issue a full or partial cash refund through the payment provider.
14. Chargebacks and disputes
If you start a chargeback or payment dispute, we may suspend the workspace and operations, block token use, restrict paid features, provide evidence of service delivery to the payment provider, contest an unjustified chargeback, and, in cases of dispute abuse, terminate the Service. Please contact our support first so we can review the situation and propose a reasonable solution.
15. Abuse of refund mechanisms
We may refuse a refund, credit or repeat processing where we reasonably believe you are abusing these mechanisms, for example through repeated unjustified requests, deliberately running unsuitable URLs in no-check mode, false claims that a service was not performed, processing URLs you are not entitled to, using stolen payment details, or unjustified chargebacks after actual use.
16. Time limit for requests
Please submit a request within a reasonable time. Unless the law requires otherwise, we may decline a request made more than 14 calendar days after the disputed payment, the end of the relevant paid period, the token deduction or the date you knew or should have known about the issue. For Googlebot visit operations, submit your request after the 7-day window has expired, but without undue delay.
17. How to submit a request
Contact us at [email protected] with your account email, workspace name, the URL or list of URLs, the operation type and date, a description of the issue, the remedy you are requesting and any supporting evidence. We will review the request, may ask for more information, and may decide on a refusal, a token or service credit, repeat processing, a partial or full cash refund, or another reasonable solution.
18. Mandatory consumer rights
Nothing in this Policy limits mandatory consumer rights that cannot be excluded under applicable law. If you are a consumer in the UK, the EU or another jurisdiction with mandatory protections, additional rights may apply, including in relation to distance contracts, digital content and services, erroneous charges and unfair terms. Where you ask for a digital service to start immediately, we may begin operations before any cancellation period ends, and, to the extent permitted by law, cancellation or refund rights may be limited for operations already performed.
19. Governing law and changes
This Policy is governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, except where mandatory consumer protection law lets you bring proceedings elsewhere. We may update this Policy from time to time; if changes are material, we may notify you through the website, email or account interface.
Contact
For questions about refunds, credits or a disputed operation, you can contact us:
Email: [email protected]