Last updated 13 August 2026
Different products have different rules, because a subscription and a physical device are not the same thing. Find the section that applies to you.
Subscriptions
| Situation | Outcome |
|---|---|
| Requested within 24 hours, credentials never issued | Full refund |
| Requested within 24 hours, credentials issued but unused | Full refund |
| Requested within 24 hours, service accessed | Assessed individually |
| Requested after 24 hours | Assessed individually |
| Service materially unavailable through our fault | Refund or credit |
We assess late requests on their facts rather than refusing automatically. If the service did not work and you gave us a fair chance to fix it, say so and we will look at it properly.
Approved refunds are returned to the original payment method within 5–10 working days.
Trials
The 3-day trial exists so you can test the service before committing. Because of that, it is non-refundable. It does not convert into a paid plan automatically.
Reseller credits
- Unused credits are refundable within 14 days of purchase
- Credits already allocated to a client line are treated as consumed and are not refundable
- Refunds are calculated on unused credits only, at the price actually paid
- Volume discounts are recalculated if a refund drops you below a tier threshold
Hardware
Unopened returns
Return within 30 days of delivery, unopened and in original packaging, for a full refund less return postage. Contact support for a return authorisation before sending anything back.
Opened devices
An opened device that works as described is not returnable, in line with normal consumer-electronics practice. An opened device that is faulty is covered by warranty below.
Warranty
Two years against manufacturing defects. We handle the RMA directly rather than sending you to the manufacturer. Email support with your order number and a description of the fault and we will arrange a replacement or repair. Warranty does not cover accidental damage, liquid damage, or modification.
Bundled subscriptions
Where a device was sold with free months of service included, a hardware refund is reduced by the retail value of any service months already used.
How to request a refund
Email [email protected] with your order number and the reason. We aim to acknowledge within one working day and resolve within three.
Chargebacks
If you believe a charge is wrong, contact us before disputing it with your bank. Almost every case resolves faster directly. Accounts with an open chargeback are suspended until it is settled, and we reserve the right to decline future orders from accounts that raise chargebacks without contacting us first.
Your statutory rights
Nothing in this policy limits rights you have under consumer law in your own country. Where local law gives you stronger rights than this policy, local law applies.
