Refund Policy

1. Overview

This Refund Policy explains the terms and conditions under which CyberShield provides refunds for purchases of our products and services. By purchasing our products, you agree to the terms outlined in this policy.

2. Eligibility for Refunds

2.1 30-Day Money-Back Guarantee

We offer a full refund for first-time purchases if you are not satisfied with our services within 30 days of your initial purchase date. This guarantee applies to:

• Premium VPN Service ($79.99)
• Password Manager Pro ($49.99)
• Encrypted Messaging Platform ($129.99)
• Privacy Protection Suite ($64.99)
• Enterprise Security Solution ($299.99)

2.2 Who Qualifies

To be eligible for a refund, you must:

• Be a first-time customer purchasing the product
• Submit your refund request within 30 calendar days of purchase
• Not have previously requested a refund for the same product
• Provide a valid reason for the refund request
• Not have violated our Terms & Conditions or Acceptable Use Policy

2.3 What's Not Eligible

The following are NOT eligible for refunds:

• Renewal subscriptions (only initial purchases qualify)
• Purchases made more than 30 days ago
• Purchases where the account has been suspended or terminated for Terms violations
• Purchases made with promotional codes or during special discount periods (unless otherwise stated)
• Partial refunds for unused portion of subscription periods
• Purchases made by customers who have previously received refunds for the same product

3. Refund Request Process

3.1 How to Request a Refund

To request a refund, follow these steps:

1. Contact Customer Support: Email us at [email protected] with "Refund Request" in the subject line
2. Provide Required Information:
   • Your full name
   • Email address associated with your account
   • Order number or transaction ID
   • Product name
   • Date of purchase
   • Reason for refund request
3. Submit Supporting Information: Briefly describe the issue you experienced or reason for dissatisfaction (optional but helpful)
4. Wait for Response: Our team will review your request within 2-3 business days

3.2 Review Process

Once we receive your refund request, we will:

• Verify your purchase information
• Confirm eligibility based on our refund policy criteria
• Review your account for any Terms violations
• Process approved refunds within 5-10 business days

3.3 Refund Decision

We reserve the right to approve or deny refund requests at our discretion. Factors we consider include:

• Whether the request meets eligibility criteria
• Nature of the reported issue
• Account usage patterns
• Compliance with our Terms & Conditions
• Previous refund history

4. Refund Methods and Timing

4.1 Refund Method

Refunds will be issued to the original payment method used for the purchase:

• Credit/Debit Card: Refund to the card used for purchase
• PayPal: Refund to your PayPal account
• Other Payment Methods: Refund via the same payment processor

4.2 Processing Time

Note: The time it takes for the refund to appear in your account may vary depending on your financial institution's processing times.

4.3 Refund Amount

Approved refunds will include:

• Full purchase price of the product
• Any applicable taxes paid

Transaction fees charged by payment processors are non-refundable.

5. Subscription Cancellations

5.1 How to Cancel

You can cancel your subscription at any time through:

• Your account dashboard on our website
• Contacting customer support at [email protected]

5.2 Effect of Cancellation

• Cancellation prevents future billing but does not provide a refund for the current billing period
• You will retain access to the service until the end of your current billing period
• Your account will not automatically renew after cancellation
• To receive a refund, you must submit a separate refund request within the 30-day guarantee period

5.3 Reactivation

If you cancel your subscription and wish to reactivate:

• You can resubscribe at any time
• Reactivation will be treated as a new subscription
• Previous account data may be retained according to our data retention policy

6. Special Circumstances

6.1 Technical Issues

If you experience technical problems with our services:

• Contact our technical support team first for assistance
• Many issues can be resolved through troubleshooting
• If we cannot resolve the issue, you may be eligible for a refund even outside the standard 30-day window
• Document the issue and any troubleshooting steps taken

6.2 Service Outages

In the event of extended service outages:

• We strive to maintain 99.9% uptime
• Significant service disruptions may qualify for partial refunds or service credits
• We will evaluate each case individually
• Service credits may be offered as an alternative to refunds

6.3 Billing Errors

If you believe you were charged incorrectly:

• Contact us immediately at [email protected]
• Provide transaction details and explanation of the error
• We will investigate and correct any billing mistakes
• Erroneous charges will be refunded promptly

7. Enterprise Customers

7.1 Custom Agreements

Enterprise customers with custom service agreements may have different refund terms as specified in their contract. Please refer to your Enterprise Agreement for specific terms.

7.2 Volume Purchases

For organizations purchasing multiple licenses:

• Special refund terms may apply
• Contact your account manager for details
• Refunds may be prorated based on usage

8. Chargebacks and Disputes

8.1 Our Policy

• We take chargebacks seriously and investigate all disputes thoroughly
• Initiating a chargeback may result in immediate suspension of your account
• We reserve the right to provide evidence to your financial institution
• Future purchases may be restricted if chargebacks are deemed unjustified

8.2 Resolution Process

If you're considering a chargeback:

1. Contact our support team first to explain your concern
2. We will work with you to find a satisfactory resolution
3. Most disputes can be resolved without involving banks
4. This approach is faster and protects your account standing

9. Exceptions and Limitations

9.1 One Refund Per Customer

Each customer is eligible for one refund per product. If you have previously received a refund for a specific product, future purchases of that same product are not eligible for refunds.

9.2 Abuse Prevention

We reserve the right to deny refunds if we detect:

• Pattern of abuse (multiple purchases and refunds)
• Excessive data usage before refund request
• Violation of our Acceptable Use Policy
• Fraudulent activity or misrepresentation

9.3 Final Decision

CyberShield's refund decisions are final. We reserve the right to refuse refunds that do not meet our policy criteria or involve suspicious activity.

10. Regional Considerations

10.1 Consumer Protection Laws

Nothing in this policy limits your statutory rights under applicable consumer protection laws. Some jurisdictions provide additional protections beyond our standard policy.

10.2 EU Customers

Customers in the European Union have additional rights under EU consumer protection directives, including a 14-day cooling-off period for online purchases.

10.3 Other Jurisdictions

Customers in other regions may have additional rights under local laws. Please contact us if you believe local law provides additional protections.

11. Feedback and Improvement

We value your feedback. When requesting a refund, please help us improve by:

• Explaining what didn't meet your expectations
• Describing any technical issues you experienced
• Suggesting how we could improve our services
• Providing any other relevant feedback

Your feedback helps us enhance our products and serve you better.

12. Alternative Solutions

Before requesting a refund, consider these alternatives:

• Technical Support: Our team may resolve technical issues quickly
• Product Switch: Exchange your current product for another CyberShield service
• Service Credit: Receive account credit for future purchases
• Extended Trial: In some cases, we may offer additional trial time

13. Policy Updates

We may update this Refund Policy periodically. Changes will be effective immediately upon posting on our website. We will notify customers of material changes via:

• Email notification to registered addresses
• Notice on our website
• Update to the "Last Updated" date at the top of this policy

14. Questions and Support

15. Commitment to Customer Satisfaction

At CyberShield, customer satisfaction is our priority. While this policy outlines our standard terms, we evaluate each situation individually and strive to find fair solutions. We appreciate your business and are committed to providing excellent service and support.

This Refund Policy is provided in English. In case of any conflict between the English version and translations in other languages, the English version shall prevail.

Thank you for choosing CyberShield for your digital security needs.