Prism Cyber Core refund policy
The refund policy explains eligibility, request steps, and payment timing for Prism Cyber Core purchases. Checkout and payment processing are handled through the provider shown during purchase.
Our Commitment & The 30-Day Money-Back Guarantee
At Prism Cyber Core, we build high-utility, uncompromising privacy and security software. To ensure our platform meets your operational standards, we offer a 30-Day Money-Back Guarantee on initial software subscription purchases. If our platform experiences verifiable technical faults that our engineering team cannot resolve, a full refund will be issued within 30 days of the original purchase date. Once a refund is processed, the associated user license will be immediately deactivated.
Accepted Circumstances for a Full Refund
Refund requests will be evaluated and approved under the following specific, verified conditions within the 30-day guarantee period:
- Terminal Technical Faults: The software has a critical performance issue or bug that prevents core utility, and our development team is unable to provide a resolution or workaround within 30 days of it being reported.
- Accidental Duplicate Purchase: A user accidentally purchases the identical software package or license tier twice within the same billing cycle. In this case, the duplicate charge will be fully refunded.
- Severe Platform Incompatibility: A critical compatibility defect with a primary operating environment prevents deployment, and no solution can be provided by support.
Non-Refundable Circumstances
To protect the integrity of our software ecosystem, refunds will not be authorized under non-technical or elective scenarios, including but not limited to:
- Change of Mind or Personal Convenience: Requests based on 'I no longer need the software,' 'I changed my mind,' or a failure to read product specifications and system requirements prior to purchase.
- Uncooperative Technical Disputes: Requests where a technical issue is cited, but the user refuses to provide required diagnostic details or cooperate with the support team's troubleshooting recommendations.
- Automatic Subscription Renewals: The 30-Day Money-Back Guarantee applies strictly to initial subscription purchases. Automatic monthly or annual renewal charges are non-refundable. Users maintain complete control over their accounts and may cancel auto-renewals at any time prior to the billing deduction date via the Lemon Squeezy billing portal.
- Unreported Issues: Refund requests submitted after the 30-day window has closed, or technical issues that were never brought to the attention of our support team during the active subscription window.
How to Request a Refund
To submit a formal return request, please open a ticket via the Prism Cyber Core Support Portal or contact us directly at your registered workspace email. Please include your original Lemon Squeezy Order ID, account email, and a detailed description of any technical errors encountered. Approved refunds are processed back to the original payment method and typically reflect in your account within 3 to 7 business days depending on your banking institution.
Notice for European Union (EU) & United Kingdom (UK) Residents
If you reside within the European Union or the United Kingdom, you possess a statutory right to withdraw from distance contracts within 14 days of your initial purchase without providing justification.
However, because Prism Cyber Core delivers immediate access to digital content and cloud-hosted security software utilities, your statutory right of withdrawal will be waived at the moment of purchase if you provide your prior express consent to begin immediate performance during checkout and acknowledge that you will lose your right of withdrawal.
Subject to the above waiver, if you are an eligible EU or UK resident exercising a valid statutory withdrawal right, you must formally notify us of your decision to withdraw before the 14-day window expires. You may submit a formal request via email or by opening a ticket through the Prism Cyber Core Support Portal. Upon receipt of a valid withdrawal notification, we will issue a full reimbursement of all payments received to your original payment method without undue delay, and in any event, no later than 14 days from the day we are informed of your decision to withdraw. You will incur no transaction fees as a direct result of this reimbursement.
Frequently asked questions
- Can I get a refund if I forgot to cancel my subscription? Refund eligibility depends on the subscription type, renewal timing, and applicable law. In general, automatic renewal charges are not refundable if the subscription was not canceled prior to the billing date via your Lemon Squeezy portal.
- Can I get a refund if I purchased the wrong product package? Yes, in certain scenarios. If the incorrect product tier or utility license was not deployed or activated, and you subsequently purchased the correct license tier directly from Prism Cyber Core, you may be eligible for an administrative adjustment.
- What if I purchased my subscription through the Apple App Store or Google Play Store? Please contact the original platform directly for purchases that were not made through the Prism Cyber Core web checkout. Prism Cyber Core cannot process, reverse, or manage third-party orders.
- Can I get a refund for partially used processing credits or tokens? Used or partially consumed analytical hours, cryptographic tokens, data scanner allocations, or similar consumption-based elements are non-refundable once utilized within the platform.
- What happens to my workspace license after a refund is authorized? Once a refund is approved, the associated workspace license, API keys, and device synchronization pools will be instantly deactivated and access removed.
- How long does it take to receive my refund back into my account? Approved refunds are routed immediately back to your original payment method. The timing for the funds to clear depends entirely on your banking institution or card issuer, typically taking 3 to 7 business days.
- What if the software experiences a persistent technical problem? If you encounter a terminal, critical operational issue and our engineering team cannot provide an effective solution or workaround within 30 days of a formal support ticket, you are fully eligible for a refund under our money-back guarantee.
- I live in the European Union (EU) or United Kingdom (UK). Can I cancel within 14 days? Yes. EU and UK residents possess a 14-day statutory right of withdrawal, subject to applicable legal exceptions and the express checkout waivers provided at the moment of initial purchase.