1. Policy Overview
We want customers to receive a working license and the service described in their package. Because licenses, software access and security services are digital and may be used immediately, refunds are available only under the conditions below, without limiting any mandatory rights provided by applicable law.
2. Initial License or Subscription Purchases
You may request a refund within 7 calendar days of the initial purchase when:
- you were charged more than once for the same purchase;
- the license cannot be activated because of a verified product or licensing fault; or
- a material included feature does not work as described and our support team cannot provide a reasonable fix or workaround.
You must contact support, provide the order/license details and allow a reasonable opportunity to investigate the issue.
3. Renewal Payments
An accidental automatic renewal may be reviewed when requested within 48 hours of the charge and the renewed period has not been materially used. Cancelling a subscription prevents future renewal but does not automatically refund a completed renewal.
4. Non-Refundable Items
Except where applicable law requires otherwise, refunds are normally unavailable for:
- requests made after the applicable refund window;
- completed malware cleanup, manual security work, setup, migration or custom development;
- custom packages, consulting or priority work already started;
- licenses materially used across the allowed sites;
- issues caused by unsupported hosting, third-party plugins/themes, customer modifications or failure to follow documented requirements;
- account suspension or termination for abuse, fraud, non-payment or violation of the Terms;
- change of mind after substantial digital-service use.
5. Duplicate or Incorrect Charges
Verified duplicate charges or billing errors will be corrected. Please provide the transaction date, amount, account email and relevant payment reference. Do not send full card details through a support ticket or email.
6. How to Request a Refund
Create a support ticket from the client portal or email the legal/contact address shown below. Include your account email, license key, transaction reference, purchase date and a clear description of the reason. We may request diagnostic information needed to confirm a technical issue.
7. Review and Processing
Approved refunds are returned to the original payment method where possible. After approval, processing commonly takes 7 to 10 business days, but banks and payment providers may require additional time. Refund approval may deactivate the related license and end access to paid features.
8. Chargebacks and Disputes
Please contact us before opening a payment dispute so we can investigate activation, billing or service issues. Fraudulent or abusive chargebacks may result in account and license suspension while the matter is reviewed.
9. Mandatory Consumer Rights
Nothing in this policy removes rights that cannot legally be waived. If consumer law in your location grants a longer cancellation period, remedy for faulty digital content or another mandatory protection, that law will apply to the extent required.
10. Policy Changes
We may update this policy for future purchases when packages, payment methods, services or legal requirements change. The policy in effect at the time of purchase will normally govern that transaction, subject to mandatory law.