Refund Policy

Nothing in this Refund Policy limits or excludes any mandatory consumer rights you may have under applicable law (including UK consumer law and, where applicable, EEA/EU consumer rules). If local law grants you stronger rights than those described here, those stronger rights will apply. Where a service is faulty, not as described or not provided with reasonable care and skill, you may be entitled to a legal remedy (such as repeat performance or a price reduction) under applicable law.

• “Digital Service”: Securelic’s cloud based scanning services, including initiation, execution, analysis and delivery of results.
• “Digital Content/Outputs”: Any scan results, findings, reports, logs, exports, dashboards or other downloadable/viewable outputs generated by Securelic.
• “Order”: A purchase of scan credits, a one time scan or any paid access enabling scans and outputs.
• “Scan Start” / “Scan Initiated”: The moment you confirm and submit a scan to run (including when Securelic allocates infrastructure resources and begins processing the target).
• “Outputs Made Available”: The point at which results/reports are displayed to you in your account, exported, downloaded or otherwise provided for your access.
• “Technical Fault”: A verifiable platform malfunction attributable to Securelic (e.g., an internal system error preventing execution) confirmed through our logs and monitoring.

All scan results, reports, findings and outputs are provided for informational and advisory purposes only. Security scanning may include false positives and false negatives.

Securelic does not guarantee:

• discovery of all vulnerabilities,
• accuracy or completeness of results or
• that results will meet specific expectations, standards or compliance requirements.

Securelic delivers digital services that can begin immediately upon Scan Start. Once you initiate a scan, Securelic allocates infrastructure resources and may invoke third party and/or open source security tooling. Because the service is performed and resources are consumed at Scan Start and outputs may be made available shortly after, refunds are not automatically available once a scan has been initiated and/or outputs have been made available, except where required by applicable law or where a qualifying Technical Fault applies.

If you are a consumer in a jurisdiction that provides a cancellation/withdrawal period for distance contracts (commonly 7 days), you may have a right to cancel within that period unless an exception applies.

Cancellation within 7 days (unused purchases)

If you cancel within 7 days of purchase and (i) no scan has been initiated and (ii) no outputs have been made available to you, you are eligible for a full refund, subject to fraud/abuse checks and payment provider rules.

After a scan is initiated or outputs are available

If a scan has been initiated and/or outputs have been made available to you, a refund will usually not be available, except where required by applicable law or where there is a qualifying Technical Fault as described in this policy.

Because Securelic can provide services and digital outputs immediately, you may be asked (at checkout and/or when starting a scan) to explicitly:

• request immediate performance of the Digital Service and
• acknowledge that once digital delivery begins (i.e., once outputs are made available and/or the service is performed), you may lose your statutory right to cancel/withdraw, where this is permitted by applicable law.

This acknowledgement is presented during the scan initiation flow and/or checkout acceptance flow and is recorded.

A refund (or, where appropriate, a price reduction) may be considered primarily in these cases:

Technical Fault preventing service delivery

A refund or remedy may be considered if:

• you report a problem attributable to Securelic,
• we can verify the fault through our logs/monitoring and
• the scan could not be executed or the core service could not be provided due to Securelic’s internal malfunction.

Preferred remedy: where feasible, we may offer repeat performance (re running the scan) or service credits as a faster resolution.

Where applicable law requires a refund or price reduction instead, we will provide the legally required remedy.

Billing errors

We will correct and, where appropriate, refund billing issues such as:

• duplicate charges,
• incorrect charge amount or
• unauthorized billing caused by a verifiable payment processing error.

Refunds will not be issued solely because:

• a scan has started or completed successfully,
• the results did not meet expectations (including “no vulnerabilities found”),
• you disagree with findings or believe results are incomplete,
• tool limitations, false positives or false negatives occur (inherent to security testing),
• the target is unreachable, unstable, rate limited, geo blocked or intermittently failing,
• the target blocks scanning via firewall/WAF/bot protection,
• you provided an incorrect target, misconfigured parameters or insufficient permissions,
• you attempted to scan a target you are not authorized to test or
• you violated the Terms, Authorization Policy or applicable law.

Securelic integrates multiple industry standard tools, including open source security tools. Certain behaviors and limitations are inherent to such tooling and to security testing generally.

Refunds are not granted for:

• known or documented limitations of integrated tools,
• tool specific behaviors, expected detection gaps or
• false positives/negatives that are common in automated testing.

• Technical review response time: We aim to complete any necessary technical review within 7 days of receiving all required information.
• What we may request: Order details, timestamps, target identifiers and a description of the issue.
• Decision and processing: We assess eligibility based on technical investigation and this policy, while honoring any applicable mandatory consumer rights. Where a refund is approved, we aim to process it without undue delay and typically within 14 days of approval or valid cancellation (subject to payment provider timelines).

To request a cancellation/withdrawal (where applicable) or to request a refund review, contact us at:

Please include:

• Order ID (and receipt/invoice ID if available)
• Account email used for purchase
• Brief reason for the request
• If claiming a Technical Fault: relevant timestamps, error messages and any supporting details

If you experience a problem, please contact us first so we can investigate and resolve it quickly.

Fraudulent, demonstrably abusive or bad faith refund requests or chargebacks may result in:

• temporary suspension of service access pending investigation and/or
• account restrictions consistent with our Terms and applicable law.

We may provide relevant evidence to payment providers to respond to disputes (e.g., logs showing Scan Start, delivery of Digital Content/Outputs and acceptance records).

Velorqa Software Ltd

Suite 10170, 5 Brayford Square

London, United Kingdom, E1 0SG

Company Number 16849575