What you can expect from us

What we promise

First reply	Within two business days AEST, usually the same day
Review delivered	Within 5 business days of payment
Roadmap delivered	Within 10 business days of payment
Complaint acknowledged	Within one business day
Complaint resolved or explained	Within five business days
Refunds processed	Within two business days of agreeing one
Roadmap re-test	Once, when you tell us your changes are in, within 6 months of delivery
Your report and notes deleted on request	Always within seven days
Schema validation	Every JSON-LD block is parsed and validated before it is sent
Invented data	None. Every value is traced to a page we fetched

These are commitments, not aspirations. If we miss one, say so and we will make it right.

What we will always do

Answer as a person. No ticket numbers, no chatbot, no "your call is important to us". A small operation is allowed to be slow occasionally; it is not allowed to be evasive.

Tell you when we are wrong. If the report is inaccurate we correct it and resend. If our scoring rubric is wrong we change it and publish the change in the changelog.

Refund without a fight. If the report was not delivered, could not be produced, or is not usable, you get your money back. We would rather lose the sale than argue about it.

Tell you not to buy. If your free check comes back above 85, we will say so and tell you a paid Review is unlikely to be worth it. That is not a sales tactic. It is what the number means.

What we cannot do

Guarantee you will be mentioned. Nobody controls what an assistant says. We improve the odds by making your website readable and verifiable, and we are specific about that limit everywhere on this site.

Change your website without being asked. The Review and Roadmap tell you what to change and where. Your team applies it, or we can do it for you as a separately quoted job — and only then do we touch your website.

Crawl what a visitor cannot reach. Pages behind a login, a paywall, or a hard block are out of scope. If that is most of your website, tell us before buying and we will say whether it is worth it.

Offer phone support. There is no phone line. Everything is email, which means everything is written down, which is usually better for both of us.

If something goes wrong

1. Contact us through our contact form. Choose “A complaint” as the topic if that is what it is — it changes how fast it gets read, not how seriously.
2. Include the specifics. The website address, the date, the email you bought with, and what you expected versus what happened.
3. We acknowledge within one business day and tell you what we are doing about it.
4. We resolve or explain within five business days. If we cannot resolve it, we will say so plainly rather than going quiet.

Your rights

We sell from Australia, so consumers here have rights under Australian Consumer Law that our policies cannot reduce. Those rights sit alongside anything on this page, not underneath it. If a product is not as described, is not fit for purpose, or does not do what we said it would, the law gives you remedies regardless of what our terms say.

Buyers outside Australia have whatever rights their own consumer law provides. Our commitments above apply to everyone equally.

This page describes our own service standards. It is not legal advice, and if you want to know exactly where you stand, the ACCC publishes plain-English guidance for consumers.

Contact

Use our contact form. It goes straight to our team.

Virtual Planet Pty Ltd (ABN 79 694 149 589), Sydney NSW, Australia.

See also: Support for how-to answers, Terms for the legal version, and Privacy for what we do with your data.

Common questions

How quickly do you reply?

Within two business days AEST, usually the same day. If you have placed an order, we prioritise your email over everything else.

What happens if you miss the delivery promise?

The Review is promised within 5 business days of payment and the Roadmap within 10. If we miss it and have not told you why, tell us and we will refund in full while still sending the report.

How do I make a complaint?

Use our contact form and choose “A complaint” as the topic. We acknowledge within one business day and resolve or explain within five. If we cannot agree, we will tell you where to take it next rather than leaving you to work it out.