Question 1

What exactly is a burn?

Accepted Answer

One burn = one real person screen-recording themselves using your website while they talk through what they're thinking. You get the video, a full transcript, and an AI-generated Fire Score report. Most burns run 5–12 minutes.

Question 2

Do new accounts really get a free burn?

Accepted Answer

Yes. Create an account, paste a URL, and your first burn is on us. No credit card. If you like what you see, buy a pack. If you don't, you've lost nothing but ten minutes.

Question 3

How does it work, step by step?

Accepted Answer

1) Paste your URL, choose desktop or mobile, and describe your ideal customer. 2) We match your site to vetted reviewers who fit that profile. 3) Each reviewer records their screen and voice as they try to use your site. 4) Within 24–48 hours you get every recording, transcript, and — on 3 or more burns — an AI synthesis that ranks what to fix first.

Question 4

What kinds of sites can I test?

Accepted Answer

Any public URL. Shopify, WooCommerce, BigCommerce, Wix, Squarespace, Webflow, ClickFunnels, Kajabi, custom SaaS landing pages, even a Figma prototype link. If a stranger can open it in a browser, we can burn it.

Question 5

Can I target specific types of customers?

Accepted Answer

Yes. On the 10 and 20 packs you can target reviewers by age range, household income, region, and device. Tell us who actually buys from you and we'll send those people.

Question 6

How many burns do I need to see results?

Accepted Answer

One burn will usually surface your single biggest problem. Three to five is where patterns show up and the AI synthesis kicks in. Ten is where you can be confident a finding isn't one person's quirk. That's why the 10 pack is our most popular.

Question 7

What is the AI Fire Score?

Accepted Answer

A 0–100 score, generated per burn and per site, across clarity, trust, navigation, offer strength, and conversion readiness. It's a compass, not a verdict — the recordings are where the real answers live.

Question 8

What is an AI Insight Report?

Accepted Answer

When you have 3 or more burns on the same URL, our AI reads every transcript and behavior log, groups recurring friction points, and outputs a prioritized fix list with quick wins and bigger bets. It's included with every pack.

Question 9

How is this different from Hotjar, Google Analytics, or heatmaps?

Accepted Answer

Those tools show you what happened. A burn tells you why. A heatmap can show a visitor rage-clicking your size chart; a burn has them saying out loud, 'I have no idea if this is a US or UK size, I'm out.'

Question 10

How is this different from UserTesting or Userlytics?

Accepted Answer

Same core idea — real people, recorded — at a fraction of the price and with no annual contract. UserTesting starts around $1,225/month for 25 sessions. Our 20 pack is $100, one time, and never expires.

Question 11

How much does it cost?

Accepted Answer

5 burns for $50, 10 for $80, 20 for $100. All one-time payments. An AI-only Fire Score with no human reviewers is $5. Your first burn is free.

Question 12

Do burns expire?

Accepted Answer

Never. Buy a pack today, use two, and spend the rest next quarter after you've shipped the fix.

Question 13

Is there a subscription or monthly fee?

Accepted Answer

No. We don't think you should pay every month for a thing you need a few times a year.

Question 14

Can I test multiple pages with one pack?

Accepted Answer

Yes. Burns are credits. Spend them across as many URLs as you like — a landing page, a product page, and a checkout flow can all come out of one pack.

Question 15

Do you offer agency or bulk pricing?

Accepted Answer

Yes. Agencies running 50+ burns a month get volume pricing and white-label reports. Email us and we'll set it up the same day.

Question 16

What payment methods do you accept?

Accepted Answer

All major cards, Apple Pay, and Google Pay, processed by Stripe. We never see or store your card number.

Question 17

What's the instant AI read?

Accepted Answer

Every human burn now starts with a free AI read of your URL: the same engine as the $5 AI Fire Score scores the page's copy and structure in about 30 seconds and lists the three things to look at first. It shows on the burn page while your reviewer is on the way, and once the recording is scored you see the AI read and the human Fire Score side by side. It doesn't use a credit and doesn't replace the human — it's the warm-up.

Question 18

What's your refund policy?

Accepted Answer

Bad burn? Replaced free. Unused credits? Refunded within 14 days, no questions. Used credits are non-refundable because a real person already did the work. The $5 AI Fire Score is refunded automatically if the audit fails.

Question 19

What if a burn isn't helpful or is low quality?

Accepted Answer

You approve or reject every burn. Reject one and we replace it free, no questions asked, and the reviewer loses Heat. Reviewers who fall below our quality bar go into a 7-day cooldown where burns earn nothing.

Question 20

Is my website information kept confidential?

Accepted Answer

Reviewers agree to a confidentiality clause before every burn. Recordings are visible only to you and are never used for marketing without your written permission. You can delete any recording from your dashboard at any time.

Question 21

Are these real people or AI-generated reviews?

Accepted Answer

Real people, every time. Every reviewer is identity-verified, completes a scored qualification burn, and is rated by site owners after every review. AI is used to transcribe and summarize what they said — never to generate it.

Question 22

How do you make sure reviewers give honest feedback?

Accepted Answer

Reviewers earn Heat and free burns per approved burn, never per positive burn. They earn more with a higher rating from site owners — and site owners consistently rate blunt, specific feedback highest. Nobody is paid cash; the incentive points at honesty.

Question 23

What is Ad Burn?

Accepted Answer

Upload an ad creative — image or video — and a panel of real people in your target demographic rate it on stopping power, clarity, believability, and whether they'd click. You get scores plus written reactions in under 24 hours.

Question 24

How is Ad Burn different from a website review?

Accepted Answer

A website burn is one person, ten minutes, a full recording. An Ad Burn is many people, thirty seconds each, structured scores. Use Ad Burn to pick which creative to run; use website burns to find out why the click didn't turn into a sale.

Question 25

How many people will rate my ad, and how long does it take?

Accepted Answer

Each Ad Burn gets 10 rater responses, usually back in under 24 hours. Ad Burns are paid with the same burn credits as website reviews.

Question 26

How Heat and rewards work

Accepted Answer

Reviewers never receive money. Every approved burn earns Heat, a reputation score that unlocks levels, badges, priority access to new burns and free burn credits for your own site. There are no invoices, no payouts and no taxes to think about.

Question 27

Levels and perks

Accepted Answer

Six levels: Spark (0), Ember (100), Flame (300), Blaze (750), Inferno (1,500), Wildfire (3,000). Each unlocks more: free burn credits from Ember, priority access from Flame, the Elite label at Blaze, 1:1 credits at Inferno.

Question 28

What is the Elite label and how do I earn it?

Accepted Answer

Elite is shown to site owners for reviewers at Blaze (750 Heat) and above. It comes with 1 credit per 2 approved burns, a bonus credit on reaching Blaze, and a spot under Top reviewers on the reviewers page.

Question 29

What is the Biz Owner badge?

Accepted Answer

Reviewers who also run a verified business get the Biz Owner badge. Site owners can request Biz Owner reviewers when they want feedback from someone who's been on the other side of the checkout.

Question 30

What is cooldown and how does it end?

Accepted Answer

If your rating drops below 3.5, more than 30% of your last 10 burns are rejected, or you submit a burn that's silent, off-site or under two minutes, your account cools down for 7 days: you can still record, but burns earn no Heat or credits. It lifts automatically.

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