Refund & Cancellation Policy

1. Policy Overview

At NegevSecure, we are committed to ensuring your satisfaction with our security testing platform. This Refund & Cancellation Policy outlines the terms and conditions for refunds, cancellations, and billing adjustments. Our goal is to be fair and transparent in all billing matters.

2. Free Trial

We offer a generous free trial so you can evaluate our platform before committing.

2.1 Trial Terms

• Duration: 14 days from account creation
• No Credit Card Required: Start immediately without payment information
• Full Feature Access: Access to core platform features during trial
• Trial Limits: Up to 5 scans and 3 projects during trial

2.2 After the Trial

• You will receive email notifications before your trial expires
• If you don't subscribe, your account will be downgraded to a free tier
• Your data will be retained for 30 days after trial expiration
• You can upgrade to a paid plan at any time to restore full access

2.3 Trial Extensions

In certain cases, we may grant trial extensions for:

• Enterprise evaluation periods
• Technical issues that prevented proper evaluation
• Educational or research purposes

Contact our sales team at [email protected] to request an extension.

3. Monthly Subscriptions

3.1 Billing Cycle

• Monthly subscriptions are billed in advance on the same date each month
• Your billing date is the day you first subscribed
• You will receive an invoice via email before each charge

3.2 Cancellation

You may cancel your monthly subscription at any time:

• Cancel through your account Settings > Billing > Cancel Subscription
• Or contact support at [email protected]
• Your subscription remains active until the end of the current billing period
• You will not be charged for subsequent months

3.3 Refund Policy for Monthly Plans

Monthly subscription fees are generally non-refundable as the service is provided immediately upon payment. However, we may consider refunds in the following circumstances:

4. Annual Subscriptions

4.1 Annual Savings

Annual subscriptions receive a 20% discount compared to monthly billing. This discount is applied in exchange for the upfront annual commitment.

4.2 30-Day Money-Back Guarantee

4.3 Refund Schedule for Annual Plans

4.4 Calculation Example

4.5 Annual Renewal

Annual subscriptions automatically renew unless cancelled:

• You will receive renewal reminders 30 days and 7 days before renewal
• Cancel at least 7 days before renewal to avoid charges
• If cancelled, you retain access until the end of your paid term

5. Enterprise Plans

Enterprise customers with custom contracts should refer to the specific terms outlined in their Master Service Agreement (MSA) or Order Form.

5.1 General Enterprise Terms

• Refund and cancellation terms are specified in your individual contract
• Custom payment terms (NET 30, NET 45, etc.) may apply
• Early termination fees may apply as specified in your agreement
• Multi-year commitments may have different refund schedules

5.2 Enterprise Cancellation

To cancel an enterprise subscription:

• Contact your dedicated Account Manager
• Or email [email protected]
• Provide written notice as required by your contract (typically 30-60 days)

6. Upgrades & Downgrades

6.1 Upgrading Your Plan

When you upgrade to a higher-tier plan:

• The change takes effect immediately
• You will be charged the prorated difference for the remainder of your billing period
• Your new billing amount will be reflected in your next invoice
• All new features become available instantly

6.2 Downgrading Your Plan

When you downgrade to a lower-tier plan:

• The change takes effect at the start of your next billing period
• No refunds or credits are provided for the current period
• You retain full access to your current plan until the end of the period
• Features exclusive to your current plan will become unavailable after the downgrade

6.3 Plan Change Limitations

• You may change plans up to 3 times per month
• Enterprise customers must contact their Account Manager for plan changes
• Some promotional plans may have restrictions on changes

7. Non-Refundable Items

The following items and services are non-refundable under any circumstances:

7.1 One-Time Fees

• Setup or onboarding fees
• Implementation and configuration services
• Data migration services
• Custom integration development

7.2 Professional Services

• Training sessions that have been delivered
• Consulting hours that have been used
• Custom report development
• Dedicated support packages (after activation)

7.3 Consumables

• Additional scan credits that have been consumed
• API call overages
• Data storage overages
• Third-party integration fees (once processed)

7.4 Promotional Items

• Discounted plans (beyond stated refund terms)
• Free months included in promotional offers
• Partner or referral credits

8. Special Circumstances

We understand that unexpected situations occur. We evaluate the following circumstances on a case-by-case basis:

8.1 Service Outages

If our service experiences significant downtime:

• 4+ hours: Service credit equal to 1 day of service
• 24+ hours: Pro-rata refund or credit for affected period
• Repeated outages: Additional credits may be provided

Check our status page at status.negevsecure.com for service updates.

8.2 Medical or Hardship

In cases of serious illness, bereavement, or significant hardship, we may offer:

• Subscription pause (up to 3 months)
• Extended refund consideration period
• Flexible payment arrangements

Contact us at [email protected] with relevant details.

8.3 Company Closure or Acquisition

If your company closes or is acquired:

• We offer pro-rata refunds for unused service periods
• Account transfer options may be available
• Contact us within 30 days of the event

9. How to Request a Refund

9.1 Self-Service (Preferred)

1. Log in to your NegevSecure account
2. Navigate to Settings > Billing > Billing History
3. Click "Request Refund" next to the relevant charge
4. Select a reason and provide additional details
5. Submit your request

9.2 Email Request

Alternatively, email [email protected] with:

• Your account email address
• Invoice number or transaction ID
• Reason for refund request
• Any supporting documentation

9.3 Processing Time

• We acknowledge all requests within 24 hours
• Decisions are typically made within 5 business days
• Complex cases may require up to 10 business days
• You will receive email confirmation of our decision

10. Refund Processing

10.1 Refund Methods

Approved refunds will be processed using your original payment method:

10.2 Account Credits

In some cases, we may offer account credits instead of monetary refunds:

• Credits are applied immediately to your account
• Credits do not expire
• Credits can be used toward any NegevSecure service
• Credits are non-transferable and non-redeemable for cash

10.3 Currency & Fees

• Refunds are issued in the same currency as the original payment
• We do not deduct any processing fees from refunds
• Your bank may charge currency conversion fees

11. Billing Disputes

11.1 Contact Us First

If you believe there has been a billing error or unauthorized charge, please contact us at [email protected] before initiating a chargeback with your bank. We are committed to resolving billing disputes fairly and promptly.

11.2 Chargeback Policy

If you initiate a chargeback without first contacting us:

• Your account may be suspended pending resolution
• We will provide evidence to your bank supporting the charge
• If the chargeback is found to be invalid, you may be responsible for additional fees

11.3 Dispute Resolution

We aim to resolve all billing disputes within 10 business days. If you're not satisfied with our resolution, you may escalate to our management team at [email protected].

12. Contact Information

For questions about billing, refunds, or cancellations, please contact us: