1. Overview
At WeSecureX Cybersecurity ("WeSecureX", "we", "us", or "our"), customer satisfaction and transparent billing practices are paramount. This Refund & Cancellation Policy outlines your rights regarding subscription cancellations, refund eligibility windows, processing timelines, and resolution procedures for billing transactions across domestic and international payment instruments.
2. 14-Day Money-Back Guarantee (Refund Eligibility)
We offer a 14-Day Money-Back Guarantee for all initial paid subscription purchases (such as Starter, Professional, or Agency plans) and credit pack top-ups:
- Unused Scan Credits: If you are dissatisfied with our service or purchased a subscription by mistake, you are eligible for a full 100% refund within 14 calendar days of transaction completion, provided that less than 10% of the allocated scan credits have been consumed.
- Service Disruptions / Technical Failures: If a technical issue on our platform prevents your vulnerability scan from executing or delivering a completed security report, and our engineering team cannot resolve the issue within 48 hours, you are entitled to a full refund regardless of credit usage.
3. Non-Refundable Conditions
Refund requests will not be granted under the following circumstances:
- Refund requests submitted after 14 calendar days from the transaction timestamp.
- Subscriptions where more than 10% of the purchased monthly scan credits have already been successfully used to conduct vulnerability audits.
- Accounts suspended or terminated due to violations of our Terms of Service (such as unauthorized target scanning or cybercrime violations).
- Free community tier accounts ($0 plans) as no monetary charge occurred.
4. Subscription Cancellation Policy
You can cancel your recurring monthly subscription at any time with no cancellation fee or penalty:
- Self-Service Cancellation: Log in to your WeSecureX dashboard, navigate to Dashboard > Billing & Subscription, and click Cancel Subscription.
- Effect of Cancellation: Upon cancellation, your subscription will not renew at the next billing date. You will retain access to your paid scan credits and features until the end of your current active billing cycle.
- No Mid-Cycle Partial Proration: Canceling mid-month stops future automated recurring charges but does not automatically generate a prorated refund for the remaining days of the active month unless requested under Section 2.
5. How to Request a Refund
To initiate a refund request, please follow these steps:
- Send an email to our dedicated support team at support.wesecurex@gmail.com with the subject line "Refund Request - [Your Registered Email]".
- Include your transaction ID / payment gateway reference number, invoice date, and a brief explanation of your request.
- Our billing support team will verify your account activity and respond within 24 business hours.
6. Refund Processing Timeline & Destination Instrument
Once a refund request is approved:
- Processing Timeframe: Refunds are submitted to our payment gateway immediately upon approval. It typically takes 5–7 Business Days for the funds to reflect in your account.
- Original Payment Method: Refunds will only be credited back to the original payment instrument used during checkout (e.g. international credit card, debit card, Net Banking account, or UPI handle). We cannot issue cash or third-party bank refunds.
- International Currency Conversion: For international card payments processed in foreign currencies (e.g. USD), any small variance in refunded amounts due to foreign exchange rate fluctuations or card issuer cross-border fees depends on your issuing bank's policies.
7. Failed Transactions & Duplicate Debits
If your bank account or card is debited for a failed order or duplicate charge:
- The payment aggregator will automatically reverse the unconfirmed transaction within 3 to 5 business days.
- If the funds are not credited back within 5 business days, email support.wesecurex@gmail.com with your bank statement line item and we will coordinate directly with the acquiring bank for immediate credit.
8. Merchant Contact Details
For any questions regarding billing, cancellations, or refunds, please reach out to us:
WeSecureX Cybersecurity (WeSecureX)
Customer Support Email: support.wesecurex@gmail.com
Customer Support Phone: +91 98765 43210
Support Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM IST (24/7 Ticketing Support)