This Compliance Guarantee describes what ConsentStack promises about the consent behavior of your website, who is covered, the conditions that apply, and exactly what happens if we get it wrong. It is part of the agreement between you and ConsentStack LLC ("ConsentStack," "we," "our," or "us") and applies alongside our Terms of Service.
We publish it in full so you can read every condition before you rely on it. There is no enterprise contract required and no separate negotiation. If you are on a paid plan and meet the conditions below, you are covered.
1. What We Guarantee
For each website on a paid ConsentStack plan, we guarantee that your ConsentStack consent setup behaves in accordance with the consent requirements of the regulations that apply to the regions configured for your site, as represented in ConsentStack's regulations map. Specifically, we guarantee that:
- The consent banner is shown to visitors in regions where the applicable regulation requires consent or notice.
- Trackers in the ConsentStack tracker catalogue are blocked before consent in regions where prior consent is required.
- When a visitor rejects, that rejection is honored: catalogued trackers stay blocked and their cookies are cleared according to your configuration.
- Consent decisions are recorded and available to you as proof of consent.
- This behavior stays correct over time, including when regulations in our map change and when your configuration is updated through your Concierge.
2. Who Is Covered
Every website on any paid ConsentStack plan is eligible. There is no minimum plan tier, no enterprise gate, and no additional cost. Coverage for a site begins once your Concierge has completed and verified its setup, and continues for as long as the site remains on a paid plan and the conditions in Section 3 are met.
3. Conditions
The guarantee is a shared commitment: we take responsibility for your consent setup, and in return the setup has to stay something we can stand behind. The following conditions apply.
a. Concierge setup and account access
Your ConsentStack configuration must be set up by a ConsentStack Concierge, and you must grant and maintain Concierge access to your ConsentStack account. This is what allows us to verify your configuration, keep it correct as your site changes, and remediate issues quickly. Concierge setup is included at no charge on every paid plan, and includes customizing the banner's appearance to match your brand if you want.
b. Installation
The ConsentStack snippet must be installed on every page of your covered website as instructed by your Concierge, and must not be removed or modified. If your platform requires a specific installation method, your Concierge will confirm the correct one during setup.
c. Tracker catalogue
The guarantee relies on ConsentStack's tracker catalogue and compliance engine deciding what is blocked and when. Discretionary choices to override the ConsentStack tracker catalogue with your own tracker definitions void the guarantee.
To be clear about what this does not mean: customizing the appearance of your banner does not affect the guarantee. Colors, layouts, wording, typography, custom CSS, and every other visual setting we expose are yours to change freely. The guarantee only ends where you overrule the compliance engine itself.
d. Test mode
The guarantee does not apply while a site is in test mode, because test mode intentionally disables consent enforcement for real visitors.
4. How to Make a Claim
If you believe your ConsentStack consent setup is not behaving compliantly, or a regulator or third party has raised a consent compliance issue with your site, contact us at [email protected] from your account email. Include the affected website and a description of the issue.
ConsentStack must be given the opportunity to fix the issue before the guarantee is honored. When you report an issue, we will investigate promptly, treat confirmed compliance issues as our highest priority, and work with you until the issue is resolved.
5. The Remedy
Our first obligation is to fix the problem. If we confirm that your covered setup did not behave as guaranteed, we will remediate it at no charge.
If we cannot bring your setup into compliance, we will refund 100% of what you paid ConsentStack for the affected site in the 90 days before your claim. For annual subscriptions, the refund is the prorated equivalent of 90 days. Refunds are issued to your original payment method.
6. What This Guarantee Does Not Cover
We want this document to be as honest as the guarantee itself, so here is what falls outside it.
- Your broader privacy program. The guarantee covers the behavior of your ConsentStack consent setup. It does not cover the content of your privacy policy, your data handling practices outside the consent layer, your contracts with other vendors, or obligations unrelated to consent management.
- Legal advice. ConsentStack is not a law firm and this guarantee is not legal advice. It is a product commitment about how your consent setup behaves.
- Fines and damages. The remedy under this guarantee is remediation and the refund described in Section 5. This guarantee is not an insurance policy and does not cover regulatory fines, penalties, legal fees, or other damages.
- Scripts you chose to allow. If you or your team explicitly configured a tracker or script to run outside ConsentStack's blocking, its behavior is not covered.
- Scripts the SDK cannot reach. In rare cases, a hosting platform may inject scripts in a way that no consent SDK can technically intercept. We evaluate these situations case by case, and your Concierge will flag any such limitation for your platform during setup rather than leaving you to discover it later.
7. Changes to This Guarantee
We may update this guarantee from time to time. Changes apply prospectively; the version in effect when you file a claim is the one that governs that claim. If we ever materially reduce what the guarantee covers, we will notify active customers before the change takes effect.
8. Contact
Questions about this guarantee, or a claim to report: [email protected], or use our contact form.