Refund Policy

1. Overview

At SecuraProbe, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services, including subscription plans and token purchases.

By purchasing our services, you agree to this Refund Policy. Please read it carefully before making a purchase.

2. Subscription Plans

2.1 Monthly Subscriptions

For monthly subscription plans:

• Free Trial Period: You may cancel during the free trial period without any charges
• First 7 Days: Full refund available if you cancel within 7 days of your first paid billing cycle
• After 7 Days: No refunds for the current billing period, but you may cancel to prevent future charges
• Partial Refunds: We do not provide prorated refunds for unused portions of monthly subscriptions

2.2 Annual Subscriptions

For annual subscription plans:

• First 30 Days: Full refund available if you cancel within 30 days of purchase
• After 30 Days: Prorated refunds may be available for the remaining unused months, subject to our discretion
• Refund Calculation: Annual refunds are calculated based on the monthly equivalent rate, not the discounted annual rate

3. Token-Based Purchases

3.1 Unused Tokens

For token-based (pay-as-you-scan) purchases:

• Unused Tokens: Refunds may be available for completely unused token packages within 30 days of purchase
• Partially Used Tokens: No refunds for token packages that have been partially used
• Expired Tokens: Tokens that expire according to their terms are not eligible for refund

3.2 Token Expiration

Please note that tokens may have expiration dates. It is your responsibility to use tokens before they expire. Expired tokens are not eligible for refund.

4. On-Premise Licenses

For on-premise license purchases:

• First 14 Days: Full refund available if you cancel within 14 days of purchase and have not activated the license
• After Activation: No refunds after the license has been activated or deployed
• Custom Enterprise Licenses: Refund terms are specified in your individual contract

5. Service Issues and Technical Problems

If you experience technical issues that prevent you from using the Service:

• Contact Support First: Please contact our support team to resolve the issue
• Resolution Period: We will work to resolve issues within 48 hours
• Refund Eligibility: If we cannot resolve critical issues that prevent Service usage, you may be eligible for a refund or credit
• Service Credits: In some cases, we may offer service credits instead of refunds

6. Non-Refundable Items

The following are generally not eligible for refunds:

• Partially used subscription periods
• Partially used token packages
• Activated on-premise licenses
• Professional services and consulting fees (unless specified in your contract)
• Custom development or integration work
• Services terminated due to Terms of Service violations

7. How to Request a Refund

To request a refund:

1. Contact our support team at info@securetechsquad.com
2. Include your account email and order/purchase details
3. Provide a brief explanation for the refund request
4. Allow 5-10 business days for processing

We will review your request and respond within 5 business days. Approved refunds will be processed to your original payment method within 10-14 business days.

8. Refund Processing

Once a refund is approved:

• Refunds are processed to the original payment method used for purchase
• Processing time: 10-14 business days after approval
• Your account access will be terminated upon refund completion
• You will receive email confirmation when the refund is processed

Note: Bank processing times may vary. Contact your financial institution if you don't see the refund after 14 business days.

9. Chargebacks and Disputes

If you initiate a chargeback or payment dispute:

• Your account will be immediately suspended pending resolution
• We will provide documentation to the payment processor
• We encourage you to contact us first to resolve issues before initiating a chargeback
• Fraudulent chargebacks may result in permanent account termination

10. Special Circumstances

We may consider refunds in special circumstances, including:

• Duplicate charges or billing errors
• Service outages lasting more than 48 hours
• Material changes to Service features that significantly impact functionality
• Cases where we are unable to provide the Service as promised

Each case is evaluated individually. Contact our support team to discuss your specific situation.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Material changes will be communicated via:

• Email notification to registered users
• Notice on our website
• Updated "Last updated" date at the top of this page

Your continued use of the Service after changes constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Refund Policy or need to request a refund, please contact us: