Refund Policy
NetGuard's refund policy sets out when you are eligible for a refund, what is not refundable, and how to submit a refund request. Please read this policy carefully before submitting a request.
01 Overview
NetGuard offers a 30-day money-back window for eligible subscriptions. This policy applies to all subscription plans purchased directly from NetGuard. Refunds are processed to the original payment method and are denominated in BHD (Bahraini Dinars) unless the original invoice was issued in another currency by agreement.
02 Eligibility Criteria
A full refund is available when all three of the following conditions are met:
| # | Condition | Threshold |
|---|---|---|
| 1 | Request submitted within the refund window | Within 30 days from the invoice date |
| 2 | Account in good standing | No violations of the Terms of Service |
| 3 | Limited active platform usage | Fewer than 40 hours of active Platform usage |
- Subscription purchased 15 days ago, 10 hours of usage, account in good standing.
- Annual plan purchased 25 days ago, 5 hours of usage, no ToS violations.
- Upgraded plan 7 days ago, decided it doesn't fit current needs, under 40 hours usage.
- Subscription purchased 35 days ago — beyond the 30-day window.
- 45 hours of active usage recorded — exceeds the usage threshold.
- Account suspended for Terms of Service violation.
Usage Hour Calculation
"Active Platform usage" is measured as the total cumulative time during which an Authorised User is actively interacting with the Platform — including running compliance scans, generating reports, configuring integrations, and viewing dashboards. Idle or background time is not counted. Usage hours are visible in your account dashboard under Settings > Billing > Usage.
03 Non-Refundable Items
The following are not eligible for refund under any circumstances:
- Requests submitted after 30 days from the invoice date, regardless of usage.
- Setup fees and onboarding fees charged at the commencement of a subscription.
- Professional services and implementation costs including custom integration development, data migration, or consulting services.
- Third-party integration costs or charges from third-party service providers connected to the Platform (e.g. AWS, Okta).
- Usage-based overages already consumed and billed.
- Subscriptions where the account has been suspended or terminated for breach of the Terms of Service.
04 Annual Subscriptions
Annual subscription refunds follow the same eligibility criteria as monthly subscriptions — the 30-day window and 40-hour usage limit both apply from the invoice date of the annual plan.
After the 30-day window has passed, annual subscriptions are non-refundable. No pro-rata refund is available for the unused portion of an annual subscription term regardless of remaining months.
Annual Plan Cancellation
You may cancel an annual subscription at any time via your account settings or by contacting [email protected]. Upon cancellation outside the refund window, Platform access continues until the end of the current annual term, after which it will not renew.
05 How to Request a Refund
To submit a refund request, follow these steps:
- Send an email to [email protected]
Use the subject line: "Refund Request — [Your Company Name]"
- Include the required information
Your request must contain: (a) the invoice number; (b) the registered account email address; (c) the reason for the refund request; and (d) your current active usage hours (visible in Settings > Billing > Usage).
- Await confirmation of receipt
We will acknowledge your request within 2 business days of receipt.
- Review decision
Our billing team will review your request and send a decision within 5–7 business days.
06 Processing & Timeline
| Stage | Timeline |
|---|---|
| Acknowledgement of request | Within 2 business days of receipt |
| Refund decision issued | 5–7 business days from receipt |
| Refund processed (if approved) | Within 10 business days of approval |
| Funds reflected in account | Additional 3–5 business days (depending on payment method and bank) |
Approved Refunds
Approved refunds are returned to the original payment method used for the purchase. We do not issue refunds via alternative payment methods or as platform credits (unless specifically agreed in writing).
Denied Refunds
If your request does not meet the eligibility criteria, we will notify you in writing within 5–7 business days explaining the reason for the denial. Denied requests may be appealed under Section 7.
07 Appeals
If you disagree with a refund decision, you may submit a formal appeal within 14 days of receiving the refund decision.
How to Appeal
Send your appeal to [email protected] with the subject line: "Refund Appeal — [Your Company Name] — [Invoice Number]". Include:
- The original refund request reference number.
- A clear statement of why you believe the original decision was incorrect.
- Any additional supporting documentation or evidence.
Appeal Review
Appeals are reviewed by a senior member of our billing and operations team who was not involved in the original decision. We will respond to your appeal within 10 business days. The appeal decision is final.
NetGuard CyberSecurity Company WLL
Commercial Registration No. 196069-1
Seef District, Manama, Kingdom of Bahrain
Refund requests: [email protected]
Refund appeals: [email protected]