Refund Policy

We want you to be confident buying a small pack of credits. This policy explains exactly when we refund, how to request a refund, and how long it takes.

When you can request a refund

• Unused credits are refundable for fourteen (14) days from the date of purchase.
• Partially used packs are refundable on a pro-rata basis within the same 14-day window, we refund the value of credits not yet spent.
• Shield Plan (the optional monthly subscription) is refundable within 14 days of the first payment, if no Shield-Plan credits have been used yet. Subsequent months are not refundable on cancellation, but cancelling stops further billing immediately and any earned credits remain valid until their normal 12-month expiry.
• Endpoint add-ons (continuous-watch monitoring), the current month is not refundable on cancellation. We stop the recurring billing immediately and the endpoint remains monitored to the end of the paid period.

When we cannot refund

• Credits that have already been spent on a completed scan.
• Credits granted as part of a promotion or as a goodwill gesture.
• Purchases older than the 14-day window.
• Accounts that have been suspended or terminated for breaching the Acceptable Use Policy.

How to request

Send an email to refunds@vantyris.com or open the contact form and select "Refunds". Include the order ID (it's on the email receipt and on your billing page). We aim to confirm receipt within one business day.

How long it takes

From confirmation, refunds are processed within 5 to 10 business days. The exact time depends on your card issuer or bank; once we've sent the refund to Stripe, the further timing is in their and your bank's hands. We will email you when the refund is on its way.

Chargebacks and disputes

Please contact us first. A friendly email almost always resolves the matter faster than a chargeback. If you do raise a chargeback, your account may be frozen pending investigation, which can delay any final refund. If the chargeback is found in our favour, the affected credits are forfeit.

Statutory rights

This policy does not affect any statutory rights you may have under the law of England and Wales or your own jurisdiction.

Contact

refunds@vantyris.com · Shield Trust Holdings · United Kingdom