Refund Policy

Overview

VulnX strives to deliver exceptional security review services. This refund policy outlines when you are eligible for a refund and the process to request one.

Our policy is designed to be fair to both customers and VulnX, balancing customer satisfaction with the real costs of delivering professional security audits.

When Refunds Are Available

✅ Full Refund Eligible

• Before Review Starts (48 hours): If you request a refund within 48 hours of payment and before our team has accessed your website, you receive a full 100% refund.
• Payment Processing Issues: If payment was processed incorrectly, duplicate payment was charged, or there was a technical error, we issue a full refund immediately.
• Service Unavailability: If VulnX is unavailable to start your review within the promised timeframe due to technical issues on our end, you may request a full refund.

⚠️ Non-Refundable Scenarios

• After Review Initiation: Once our security team has begun scanning or analyzing your website, the review work is non-refundable. No refunds are issued after the 48-hour grace period.
• Report Already Delivered: Once your security report has been generated and made available for download, no refunds are available.
• Customer Satisfaction Only: If you are unsatisfied with the report quality, content, or findings, this is not grounds for a refund. However, we encourage you to provide feedback or contact support for clarifications.
• Cancellation During Review: If you cancel after the review has started, payment is non-refundable. The work you're paying for is being performed.
• Service Plan Downgrades: If you paid for a higher tier service and later decide the scope wasn't needed, no refund is issued. Contact support to discuss options.

How to Request a Refund

Follow these steps to request a refund:

1. Contact Support: Email us at hello@vulnx.in with the subject line "Refund Request" within 48 hours of payment.
2. Provide Details: Include your order ID, payment transaction ID, reason for the refund, and any relevant details.
3. Verification: Our team will verify your request and confirm whether you meet the refund eligibility criteria.
4. Processing: If approved, refunds are processed within 5-7 business days. Check with your bank if the refund appears delayed.
5. Confirmation: You will receive an email confirming the refund status and when to expect the credit.

Duplicate Payment Handling

If you were accidentally charged twice:

1. Contact us immediately at hello@vulnx.in
2. Provide both transaction IDs
3. We will process a full refund of the duplicate charge within 2 business days

Service Issues & Partial Refunds

If Your Website Cannot Be Scanned:

In rare cases, we may be unable to access or properly scan your website due to:

• Firewall or access restrictions blocking our scanning tools
• Website downtime or unexpected inaccessibility
• Invalid or unreachable website URL

In such cases, we will attempt to contact you to resolve the issue. If the issue cannot be resolved:

• We offer a full refund if we haven't started the manual review
• We may offer a partial refund if only initial automated scanning was completed
• We can reschedule the review for a future date at no additional cost

Payment Gateway Issues

VulnX uses Razorpay for secure payment processing. If you encounter payment issues:

• Check your bank's transaction history to confirm the charge
• Contact Razorpay support for payment status inquiries
• Email us with your transaction ID for assistance

If an unauthorized charge occurs, we can help reverse it through Razorpay or your bank.

Refund Timeline & Processing

Note: Refund timelines may vary based on your bank, country, and payment method. International transactions may take longer.

When Work Is Non-Refundable

Once any of the following has occurred, the service is non-refundable:

• Our team has accessed your website for scanning
• Security analysis or testing has begun
• A preliminary or final report has been generated
• Manual review by security engineers has started
• Any consumable resources or services have been provided

⚠️ Important: VulnX's security review is a service where work is performed. Once work begins, you're paying for professional expertise and effort, which is not refundable.

Questions About Refunds?

If you have any questions about our refund policy or want to discuss your specific situation, please contact us: