1. General
1.1 This Refund and Cancellation Policy (the “Refund Policy”) is issued by BackDoor Security Limited (the “Licensor”) and applies to all licence fees paid for the right to use the computer program BackDoor (the “Software”) on a self-service, software-as-a-service basis.
1.2 Capitalised terms used but not defined in this Refund Policy have the meanings given to them in the Terms of Service and End-User Licence Agreement (the “Agreement”).
1.3 The subject of payment is a simple (non-exclusive) licence to use the Software, delivered digitally by remote access. It is not a physical product and is not a service performed by the Licensor. Because the licence is made available and consumed immediately upon Use of the Software, the right to a refund is limited as set out below.
1.4 This Refund Policy is disclosed to you before you complete your purchase and applies to card payments and bank transfers processed through the Licensor's authorised payment service provider, 3S Money. All amounts are stated and refunded in the currency in which the relevant Tariff was purchased, as displayed on the Website at the time of purchase.
2. Refund Entitlement
2.1 Your entitlement to a refund depends on the type of Tariff and the stage of Use of the Software, as follows:
- Single-Scan Tariffs - before the first Scan. If you have not yet initiated any Scan under the relevant Tariff, you may cancel and receive a refund of the licence fee, less any transaction and processing fees actually incurred (including payment-system and acquiring fees) and any applicable taxes that cannot be recovered.
- Single-Scan Tariffs - after the Scan has started. Once a Scan has been initiated, the licence fee is non-refundable, because the licence has been granted and used and the Software has performed its function. A Tariff may expressly provide otherwise.
- Subscription Tariffs. For periodic (subscription) Tariffs, if you cancel during a paid period, the Licensor refunds a portion of the licence fee in proportion to the unused, paid part of the period, less any transaction and processing fees, applicable taxes, and the value of any Scans already performed during that period, and only in case if the Software is not working in material aspects.
2.2 A Scan is treated as “started” from the moment it is initiated through the Personal Account, whether manually or in accordance with a schedule set by the Licensee.
3. No Refund in Certain Cases
3.1 The licence fee is not refundable where the Licensor terminates the Agreement for cause, including:
- breach by the Licensee of any term of the Agreement;
- non-payment of the licence fee;
- detection of signs of fraudulent activity; or
- receipt of a reasoned third-party complaint alleging infringement of its rights through the Licensee's use of the Software.
3.2 No refund is available in respect of any Scan that has been performed, or in respect of a Report that has been generated and made available to the Licensee, except where required by applicable law.
3.3 Nothing in this Refund Policy excludes or limits any right to a refund that cannot be excluded or limited under applicable law.
4. How to Request a Refund
4.1 To request a refund, contact the Licensor by email at [email protected] with the subject line “Refund Request”, stating your account email, the Tariff purchased, the date of payment and the reason for your request.
4.2 The Licensor will review the request and, where a refund is due under this Refund Policy, will approve it within 10 (ten) business days of receiving all information necessary to verify the request.
4.3 Approved refunds are made to the original payment method used for the purchase. Refunds of card payments are returned to the same card; the Licensor does not make cash refunds or refunds to a different card or account, except where required by applicable law or the rules of the relevant payment scheme.
4.4 The time taken for refunded funds to reach you depends on your bank or card issuer and the Licensor's payment service provider, and is outside the Licensor's control.
5. Chargebacks
5.1 If you believe a payment was made in error, was not authorised, or should be refunded, you must contact the Licensor first, using the process in Clause 4, so that the matter can be reviewed and resolved directly. Most issues can be resolved this way without a chargeback.
5.2 You agree that you will not initiate a chargeback, payment reversal or dispute with your bank or card issuer in respect of a licence fee that was validly due and for which the corresponding licence was granted and the Software was made available, including where a Scan has been initiated or a Report generated. Doing so is a breach of the Agreement.
5.3 Where a chargeback or payment dispute is raised, the Licensor may: (a) suspend or restrict the Personal Account and decline to grant or perform any further Scan pending resolution; (b) submit to the payment service provider, the acquiring bank and the card scheme records evidencing the lawful grant and use of the licence, including DNS Verification records, timestamps, IP addresses, Personal Account identifiers, payment confirmations and Report-generation logs; and (c) dispute the chargeback.
5.4 If a chargeback is resolved in the Licensor's favour, or is later found to relate to a licence fee that was validly due, the amount charged back, together with any chargeback fees, administrative charges and reasonable costs incurred by the Licensor (including fees levied by the payment service provider and the acquiring bank), remains payable by the Licensee as a debt and may be recovered by the Licensor, including by set-off against any other amounts owed to the Licensee.
5.5 The Licensor may decline to provide further Software to a Licensee that has raised an unjustified chargeback, and may require any outstanding amounts (including chargeback costs) to be settled before restoring access.
5.6 Nothing in this Clause 5 affects any right you have to a chargeback or refund that cannot be excluded or limited under applicable law or the mandatory rules of the relevant card scheme.
6. Contacts
Company: BackDoor Security Limited
Registered office: Room 76, Unit 3, 2/F, Lai Cheong Fty. Building, 479 Castle Peak Road, Cheung Sha Wan, Hong Kong
Email: [email protected]