Refund Policy

If you are not satisfied with a Reallysec product, you may request a full refund within 14 days of your first purchase of that product. You do not need to justify the request, and we will not ask you to sit through a retention call.

This applies once per product, per customer. It covers the first purchase of a new licence or the first billing period of a new subscription.

The guarantee covers:

• A new subscription, within 14 days of the first payment
• A new perpetual licence, within 14 days of purchase
• An upgrade to a higher edition, within 14 days of the upgrade charge, refunded as the difference paid

Subscriptions renew automatically so your licence does not stop working mid-deployment. You can cancel a renewal at any time from Console → Subscriptions, or by emailing us. Cancelling takes effect at the end of the period you have already paid for; your licence keeps working until then.

A renewal charge that has already been taken is generally not refundable, because the 14-day guarantee applies to a first purchase rather than to each renewal. There is one deliberate exception below.

We will refund a renewal charge when:

• You cancelled before the renewal date and were charged anyway
• You were not sent the renewal reminder we commit to sending before each renewal
• The renewal was charged within 7 days and the licence has not been activated or used in the new period

If a renewal has caught you out and none of the above quite fits, write to us anyway. We would rather resolve it directly than have you dispute the charge with your bank.

Every product has a free trial that requires no payment card. We would rather you evaluate the software properly than buy it and ask for your money back — the trial exists so that the 14-day guarantee is a safety net rather than a substitute for testing.

A trial that ends does not convert into a paid subscription on its own. Nothing is charged until you choose a plan.

The following fall outside this policy:

• Any purchase more than 14 days old, other than the renewal cases described above
• A second refund request for a product you have already been refunded for once
• Professional services already delivered, which are governed by the applicable Service Agreement or SOW
• Custom development, bespoke integration work, and training delivered to order
• Charges arising from your own misuse, or from a licence suspended for a breach of the Terms of Service
• Currency conversion losses and payment-provider fees charged by your own bank

Taxes are refunded with the amount they were charged on, where the applicable tax rules allow it.

Email billing@reallysec.com from the address on the account, or open a request from Console → Orders. There is no form to fill in and no ticket queue to escalate through.

Include:

• The order number or licence ID
• Which product and edition
• One line on what went wrong, if anything did — it is optional within the 14 days, and it is how we find out what to fix

We acknowledge every request within 1 business day and decide within 5 business days. If we decline, we will tell you which part of this policy the decision rests on, in plain terms.

Approved refunds go back to the original payment method through Stripe, our payment processor. We cannot redirect a refund to a different card or account, which is a limitation of how card refunds work rather than a policy of ours.

Once we approve it, the refund leaves us immediately. Your bank or card issuer then takes a further 5–10 business days to post it, and that part is outside our control. If it has been longer than ten business days, contact us and we will send you the processor reference to give your bank.

A refunded licence is revoked. It is added to the certificate revocation list, and installations stop being licensed at their next heartbeat, typically within 24 hours. Offline installations stop at the end of their offline grace period.

You must stop using the software and remove it from your systems. Data you generated with it stays yours; we do not hold it hostage and we do not delete anything on your systems.

Nothing here reduces rights you have under consumer law that cannot be excluded by agreement.

If you are a consumer in the EU or the UK, you normally have a 14-day right to withdraw from a distance contract. Because our software is digital content delivered immediately, you are asked to consent to immediate delivery at checkout and to acknowledge that doing so ends that statutory withdrawal right. Our own 14-day guarantee above is offered regardless, so in practice you keep an equivalent window either way.

Consumers elsewhere keep whatever their local law provides. Where local law gives you more than this policy does, local law wins.

If you dispute a charge with your bank rather than contacting us, the licence is suspended while the dispute runs. This is not a punishment — a disputed payment is a payment we no longer hold, and we cannot keep a licence active against it.

A chargeback also takes weeks and costs both of us a fee. Email us first: within the 14 days the answer is yes, and outside it we would still rather talk.

We may update this policy. The version that applies to your purchase is the one published on the day you bought, and we keep previous versions available on request.

Material changes are announced by email to account holders at least 30 days before they take effect.