Refund policy
Last updated: 30 October 2026 · Lookup is a service of Cavil Consult.
We want you to feel safe paying for Lookup. This page explains when we refund, how to cancel and how to ask. All prices and refunds are in US dollars (USD).
What you can pay for
- Protection plans (Individual, Couple, Family), paid monthly or yearly by card through Stripe. They renew automatically until you cancel.
- One-off and managed work, such as a staff-led review or help with a specific problem. This only starts after you accept a written quote.
Protection plans
First payment: 14-day money-back promise
If you are not happy, ask within 14 days of your first payment and we will refund it in full, whether you pay monthly or yearly. This applies once per person.
Cancelling
You can cancel at any time. Go to Account → Billing → Manage billing and choose Cancel on Stripe's billing page, or email us and we will do it for you. Your protection continues until the end of the period you have already paid for, then stops. You will not be charged again.
After the first 14 days
- Monthly plans: we do not refund the current month, because removal requests and checks start as soon as you join. Cancelling stops the next payment.
- Yearly plans: if you cancel within 30 days of a yearly payment (including a renewal), we refund the unused months, minus one month at the monthly price. After 30 days, the plan simply runs to the end of the year.
Renewals you did not mean to make
If a yearly renewal goes through and you have not used the service since, tell us within 14 days and we will refund it.
One-off and managed work
- Not started yet: full refund.
- Started but not delivered: we refund the part of the quote we have not done, and tell you what was completed.
- Delivered: once a report, action plan or the agreed work has been delivered, it cannot be refunded, because the work has been done. If something we delivered is wrong or incomplete, tell us and we will put it right first.
What a refund does not cover
We cannot guarantee that a website, search engine or platform will remove something or act by a certain date (see our Terms of service). A site refusing a request, or a listing coming back later, is not on its own a reason for a refund. We keep sending requests and re-checking for as long as your plan is active.
If we cannot provide the service at all, for example because we are unable to verify the person being protected, we will refund you in full.
How to ask for a refund
Email lookup@cavilconsult.com from the address on your account, with “Refund” in the subject. Tell us which plan or quote it is about. We reply within 2 business days.
Approved refunds go back to the card you paid with. Stripe sends them straight away, and they usually appear on your statement within 5–10 business days, depending on your bank. If you paid in another currency, your bank may show a slightly different amount because of exchange rates. We refund the USD amount you paid.
Chargebacks and disputes
Please contact us before disputing a payment with your bank. It is usually much quicker to sort out with us. If a payment is disputed, we may pause the plan while the bank reviews it, and we will share the records of the work done with the bank. If the dispute is decided in your favour, the plan ends. A dispute does not affect your right to ask us for your data or to delete your account.
Questions
Write to lookup@cavilconsult.com. This policy is part of our Terms of service. If you are a consumer, you may also have rights under the law where you live. This policy does not take those away.