Refund Policy

You may be eligible for a refund under the following circumstances:

30-Day Money-Back Guarantee

• New Subscribers: Full refund available within 30 days of initial subscription
• First-Time Users: Must be your first Securio subscription purchase
• Usage Limitations: Refund available if service usage is under reasonable limits
• Good Faith: Refund requests must be made in good faith, not to abuse the system

Technical Issues

• Service Unavailability: Extended outages affecting core functionality
• Performance Problems: Persistent technical issues that cannot be resolved
• Compatibility Issues: App incompatibility with supported devices or operating systems
• Feature Failures: Core security features not functioning as advertised

Billing Errors

• Duplicate Charges: Accidental multiple billing for the same service period
• Incorrect Amounts: Charges that don't match your selected subscription plan
• Unauthorized Charges: Billing after subscription cancellation or account closure
• Currency Errors: Incorrect currency conversion or pricing display

Ineligible Situations

Refunds are generally not available for:

• Subscriptions active for more than 30 days (except for special circumstances)
• Accounts that have violated our Terms of Use
• Excessive usage that indicates commercial or abusive use
• Change of mind after the 30-day guarantee period
• Requests made more than 90 days after the billing date

To request a refund, please follow these steps:

Step 1: Contact Support

• Email: Send a refund request to support@lead-pixel-labs.com
• Subject Line: Include "Refund Request" and your account email
• Phone: Call +1 502-317 8556 during business hours
• In-App: Use the support chat feature in the Securio app

Step 2: Provide Required Information

Include the following details in your refund request:

• Account Information: Email address associated with your account
• Purchase Details: Subscription plan, purchase date, and transaction ID
• Reason for Refund: Detailed explanation of why you're requesting a refund
• Supporting Evidence: Screenshots or documentation if applicable
• Preferred Refund Method: How you'd like to receive the refund

Step 3: Review and Verification

• Initial Response: We'll acknowledge your request within 24 hours
• Account Review: Our team will review your account and usage history
• Additional Information: We may request additional details if needed
• Decision Timeline: Refund decisions are typically made within 3-5 business days

Step 4: Resolution

• Approval Notification: You'll receive confirmation if your refund is approved
• Processing Details: Information about refund method and expected timeline
• Account Status: Your subscription will be cancelled upon refund approval
• Follow-up: We'll provide updates on the refund processing status

Refund processing times vary depending on the payment method and circumstances:

Credit Card Refunds

• Processing Time: 3-5 business days from approval
• Bank Processing: Additional 2-10 business days depending on your bank
• Statement Appearance: May take 1-2 billing cycles to appear on your statement
• Partial Refunds: Pro-rated amounts processed in the same timeframe

PayPal Refunds

• Processing Time: 1-3 business days from approval
• PayPal Balance: Funds returned to your PayPal account
• Bank Transfer: Additional time if funds transfer to your bank account
• Notification: PayPal will send confirmation of the refund

App Store Refunds

• Apple App Store: Refunds processed through Apple's system (3-5 days)
• Google Play Store: Refunds handled by Google Play policies (2-4 days)
• Platform Policies: Subject to Apple's and Google's refund terms
• Direct Contact: You may also contact the app store directly

Expedited Processing

In certain circumstances, we may offer expedited refund processing:

• Billing Errors: Same-day processing for clear billing mistakes
• Technical Failures: Priority processing for service outages
• Hardship Cases: Accelerated timeline for documented financial hardship
• Business Accounts: Faster processing for enterprise customers

Refunds are typically processed using the original payment method:

Original Payment Method

• Credit/Debit Cards: Refunded to the original card used for purchase
• PayPal: Returned to the PayPal account used for payment
• Bank Transfer: Refunded to the original bank account
• Digital Wallets: Returned to Apple Pay, Google Pay, etc.

Alternative Refund Methods

In special circumstances, we may offer alternative refund methods:

• Account Credit: Store credit for future Securio purchases
• Bank Transfer: Direct deposit to your bank account
• Check Payment: Physical check mailed to your address
• Gift Cards: Equivalent value in digital gift cards (where applicable)

International Refunds

• Currency Conversion: Refunds processed in original currency when possible
• Exchange Rates: Current rates applied for currency conversions
• Transfer Fees: International transfer fees may apply
• Local Regulations: Compliance with local banking and tax laws

Refund Confirmation

• Email Notification: Confirmation sent when refund is processed
• Transaction ID: Reference number provided for tracking
• Amount Details: Breakdown of refunded amount and any fees
• Timeline Estimate: Expected arrival date in your account

Certain items and situations are not eligible for refunds:

Service Usage

• Excessive Usage: Accounts with usage indicating commercial or abusive use
• Data Transfer: Bandwidth and data already consumed through VPN services
• Premium Features: Advanced features used extensively during the subscription period
• Identity Monitoring: Monitoring services already provided and alerts sent

Policy Violations

• Terms Violations: Accounts terminated for violating Terms of Use
• Fraudulent Activity: Suspected fraud or misuse of services
• Account Sharing: Unauthorized sharing of account credentials
• Prohibited Use: Using services for illegal or prohibited activities

Third-Party Services

• App Store Purchases: Subject to Apple's and Google's refund policies
• Partner Services: Third-party integrations and add-on services
• External Fees: Bank fees, currency conversion fees, or payment processing fees
• Promotional Items: Free trials, bonuses, or promotional credits

Time Limitations

• Expired Guarantees: Requests made after the 30-day money-back guarantee period
• Old Transactions: Purchases made more than 90 days ago
• Cancelled Accounts: Accounts cancelled more than 30 days ago
• Disputed Charges: Charges already disputed through your bank or credit card company

Understanding the difference between cancellation and refunds:

Immediate Cancellation

• Access Termination: Services stop immediately upon cancellation
• No Refund: Cancellation alone doesn't automatically trigger a refund
• Remaining Period: No credit for unused portion of current billing period
• Reactivation: Account can be reactivated by subscribing again

End-of-Period Cancellation

• Continued Access: Services continue until the end of current billing period
• No Auto-Renewal: Subscription won't renew for the next period
• Full Usage: You can use services until expiration date
• Preferred Method: Recommended approach for most users

Cancellation Methods

• In-App: Use the subscription management feature in the Securio app
• Website: Log into your account on our website and cancel
• App Stores: Cancel through Apple App Store or Google Play Store
• Customer Support: Contact our support team for assistance

Cancellation Confirmation

• Email Confirmation: Cancellation confirmation sent to your email
• Effective Date: Clear indication of when cancellation takes effect
• Access Period: Information about remaining access time
• Reactivation Options: Instructions for resubscribing if desired

In certain circumstances, we may offer pro-rated refunds based on unused service time:

Eligibility for Pro-rated Refunds

• Service Downgrade: Switching from annual to monthly subscription
• Technical Issues: Extended service outages or performance problems
• Billing Errors: Incorrect charges for wrong subscription tier
• Special Circumstances: Documented hardship or exceptional situations

Calculation Method

• Daily Rate: Annual subscriptions divided by 365 days
• Monthly Rate: Monthly subscriptions divided by 30 days
• Usage Deduction: Actual service usage may be deducted from refund
• Minimum Charges: Administrative fees may apply to very small refunds

Pro-rated Refund Examples

• Annual Plan: $60/year cancelled after 6 months = $30 potential refund
• Monthly Plan: $6/month cancelled after 15 days = $3 potential refund
• Service Outage: 3-day outage on monthly plan = $0.60 credit
• Downgrade: Annual to monthly switch with appropriate adjustment

Processing Pro-rated Refunds

• Manual Review: Each case reviewed individually by our support team
• Documentation: Detailed calculation provided with refund
• Same Timeline: Processed within standard refund timeframes
• Account Adjustment: Subscription adjusted to reflect refund

If you disagree with our refund decision, we offer several dispute resolution options:

Internal Review Process

• Escalation Request: Ask for your case to be reviewed by a supervisor
• Additional Documentation: Provide any new evidence or information
• Second Opinion: Different team member reviews your case
• Final Decision: Management review for complex or disputed cases

External Dispute Options

• Credit Card Chargeback: Dispute charges through your credit card company
• PayPal Dispute: Use PayPal's buyer protection program
• App Store Refund: Request refund directly from Apple or Google
• Better Business Bureau: File a complaint with the BBB

Mediation Services

• Third-Party Mediation: Neutral mediator to resolve disputes
• Online Dispute Resolution: Digital platforms for dispute resolution
• Consumer Protection: State or federal consumer protection agencies
• Legal Consultation: Seek independent legal advice if needed

Resolution Timeline

• Initial Response: Acknowledgment within 24 hours
• Investigation: 5-10 business days for thorough review
• Final Decision: Written decision with detailed explanation
• Implementation: Resolution implemented within agreed timeframe

We recognize that exceptional situations may warrant special consideration:

Medical or Personal Hardship

• Medical Emergencies: Documented medical situations affecting ability to use services
• Financial Hardship: Sudden job loss or significant financial changes
• Family Emergencies: Death in family or other major life events
• Documentation Required: Appropriate verification may be requested

Service Failures

• Extended Outages: Service unavailable for more than 24 hours
• Security Breaches: Data breaches affecting service integrity
• Performance Issues: Persistent problems affecting core functionality
• Feature Removal: Significant features removed without notice

Legal or Regulatory Changes

• Service Restrictions: Legal changes preventing service use in your location
• Compliance Issues: Regulatory requirements affecting service availability
• Policy Changes: Significant changes to terms that affect service value
• Government Intervention: Legal orders affecting service operation

Goodwill Gestures

• Customer Loyalty: Long-term customers facing temporary difficulties
• Service Recovery: Compensation for poor customer experience
• Promotional Credits: Account credits for future service use
• Extended Trials: Additional trial periods to evaluate service

For refund requests or questions about this policy, please contact us:

Business Hours

• Customer Support: Monday - Friday, 9:00 AM - 6:00 PM EST
• Refund Processing: Monday - Friday, 9:00 AM - 5:00 PM EST
• Emergency Support: 24/7 for critical security issues
• Weekend Support: Limited availability for urgent matters

Response Times

• Refund Requests: Initial response within 24 hours
• Complex Cases: Full review within 3-5 business days
• Dispute Appeals: 5-10 business days for thorough investigation
• Processing Updates: Status updates provided every 2-3 business days

Required Information for Refund Requests

To expedite your refund request, please include:

• Your account email address and subscription details
• Transaction ID or receipt number
• Detailed reason for the refund request
• Any supporting documentation or screenshots
• Preferred refund method and contact information