Contact and support

Choose the right contact

There is no published telephone support line. Email provides a clear record and lets us securely match the request to the relevant audit or payment.

What to include in a support email

Please include only what is relevant:

• the website domain that was audited or monitored;
• the report identifier shown in the page address, if available;
• the email address used at Stripe Checkout for a paid order;
• the product involved—complete report, human review, monitoring or Agency; and
• a short description of what happened, including any visible error message.

Billing, cancellation and refunds

For a billing query, include the Checkout email, product and domain. Do not include card credentials. Payment-card changes and invoices or receipts are normally handled through Stripe’s secure billing tools.

You can cancel a monthly Monitoring or Agency plan through the Stripe billing link provided for the account, where available, or by emailing support@millwards.shop. State which plan and domain or agency account should be cancelled. Cancellation takes effect at the end of the current paid period.

For a duplicate charge, missing paid report or material service problem, contact support with the order details. The remedy and refund rules for each product are in the terms of service.

Privacy and security

To exercise a data protection right or ask how information was used, email support with the subject “Privacy request”. We may ask for proportionate information to confirm your identity and locate the record. The privacy notice explains retention, sharing and your UK data protection rights.

If you believe a private report link or Millwards Online system has a security problem, email support@millwards.shop with “Security report” in the subject. Explain the issue without accessing other people’s data, disrupting a service or publishing secrets. Do not attach malicious files.