Refund Policy

1. Overview

This policy explains refunds, credits, and pack regeneration for subscriptions and one-off Orders.

2. General rule for digital services

Because readiness packs and downloadable kits can begin generating immediately and consume resources, change-of-mind refunds are generally not available once:

• a readiness pack has started generating,
• a one-time kit has been downloaded, or
• evidence and reports have been delivered.

This does not limit any rights you may have under applicable law.

3. When a refund/credit/regeneration may be provided

We may offer, at our discretion (or as required by law):

• a pack or report regeneration at no cost,
• a service credit, or
• a refund

if there is a material service failure attributable to Netallion (e.g., a platform outage preventing pack generation after your subscription or order was confirmed), or a clear billing error (duplicate charge).

4. When refunds are typically not provided

Refunds are typically not provided when:

• a subscription billing period has already started,
• a one-time kit has already been downloaded,
• a readiness pack or report has already been generated and delivered, or
• customer configuration errors caused a pack to generate incorrectly.

Requests for additional capacity, plan-limit increases, or manual exceptions do not change the Refund Policy for a subscription period already started or a kit or pack already delivered.

5. Subscription refunds

Subscription fees are generally non-refundable once a billing period starts, except where required by law or explicitly agreed in a written enterprise contract.

6. How to request a refund

Submit a support ticket within 14 days of the charge including:

• the invoice reference, subscription ID, or one-time kit order_id,
• workspace/org name,
• timestamps and a short description.

Support: support@netallion.com