Refund Policy

1. Monthly subscriptions

Foundation ($597/mo) and Growth ($997/mo) are billed monthly in advance on the same day of the month you signed up. You can cancel any time from your dashboard at app.thorli.com/settings/billing or by emailing billing@thorli.com.

When you cancel:

• If you cancel within 7 days of your first paid month, we refund the full month, no questions, no requirement to explain. This is our trust-the-customer guarantee.
• If you cancel after the 7-day window, your subscription stays active through the end of the current paid period and does not renew. We do not pro-rate partial months after the initial 7-day window — the full benefit of the month you have already paid for remains yours, including all reports and dashboards.
• If you upgrade or downgrade mid-cycle, the proration is calculated automatically by Lemon Squeezy, our payment processor, and reflected on your next invoice.

2. The free 1-page AEO review

The free review at thorli.com/free-aeo-audit is free. There is no payment to refund. If you are unhappy with the review we send you, reply to that email and Karen will personally rework it.

3. The $497 Deep AEO Audit

Our paid audit at thorli.com/aeo-audit carries an unconditional money-back guarantee. If, after reading the deliverable and watching the included Loom walkthrough, you do not identify at least three actionable, in-your-control fixes worth implementing, email billing@thorli.com within 30 days of delivery and we will refund the $497 in full. No questions. No requirement to explain. We have never been asked to refund one.

If you decide to work with us after receiving the audit, the $497 is applied as a credit toward your first month of Growth retainer. This applies whether or not the credit fully covers the first month.

4. Annual prepay

If you elected annual prepay (12 months for the price of 11) and you cancel mid-year, we refund the unused full months at the regular monthly rate, pro-rata. The free month you received as part of annual prepay is not refunded — that benefit is forfeited when you cancel before the year completes.

Example: you paid $6,567 for 12 months of Growth in January. In July (6 full months used, 6 unused), you cancel. Refund: 6 months × $997 = $5,982. The discounted month ($997) is forfeited.

5. Chargebacks

Before filing a chargeback with your card-issuer, please email billing@thorli.com. We respond within one business day and can usually resolve the issue faster than your card-issuer can. Filing a chargeback without contacting us first will not get you a faster refund and creates additional fees that hurt small businesses.

If you file a chargeback we cannot resolve, we reserve the right to suspend access to the Thorli dashboard until the dispute is resolved.

6. The deliverable matters

For services (audits, retainer engagements), we judge "delivered" by what landed in your inbox or dashboard, not by hours billed. If something was promised in your engagement and you did not receive it, that is on us — email billing@thorli.com and we will either deliver it or refund the part of your retainer that covered it.

7. Payment processor

All Thorli subscription payments are processed by Lemon Squeezy, our Merchant of Record. Your card statement will read "LEMONSQUEEZY * THORLI" or similar. Refunds processed by Lemon Squeezy typically arrive in your account within 5–10 business days, depending on your bank. Lemon Squeezy collects and remits applicable taxes (US sales tax, EU VAT, etc.) where required by law.

8. How to request a refund

Email billing@thorli.com from the email address on file with the following:

• Your practice name
• The product or subscription tier
• The reason (optional but appreciated — it helps us improve)

We respond within one business day. Approved refunds are issued the same day we respond.

9. Changes to this policy

We will update this page if our refund terms change. Any change applies prospectively — a refund request for a charge made before a policy change is evaluated under the policy that was in effect at the time of the charge.

10. Contact

Billing questions and refund requests: billing@thorli.com
General questions: hello@thorli.com