Refund Policy

Effective: As posted in-product at the time of purchase and as incorporated into the Protektant Terms of Service.

1) Scope

This Refund Policy applies to Business Subscribers and governs refunds of subscription fees. It does not create any right to claw back or offset honoraria paid to Knowledge Holders.

2) Key Principles

2.1 Limited Refund Window

Subscription fees may be eligible for refund only within a short grace period that is displayed in-product at purchase (the "Grace Period").

2.2 Reasonable Complaint Requirement

A refund request must be based on a reasonable complaint that the platform failed operationally in a way that materially prevented use of the purchased subscription during the Grace Period.

2.3 Grace Period Voided by Access

The Grace Period is immediately void if the Subscriber views, retrieves, or otherwise accesses any TEK or subscription data made available under the subscription. Once access occurs, subscription fees become non-refundable.

2.4 No Refunds Outside the Grace Period

Outside the Grace Period, subscription fees are non-refundable.

2.5 Processor Fees Are Not Refunded

If a refund is approved, Protektant will not refund any payment processor fees or other non-recoverable processing charges already incurred in connection with the transaction, except where required by applicable law.

2.6 Honoraria Protection

Honoraria are paid only if and after Protektant first receives and settles Subscriber funds for the applicable period. Once paid, honoraria are final and are never clawed back due to Subscriber refunds, credits, complaints, or chargebacks, except for fraud, duplicate payment, processing error, or legal prohibition.

3) What Counts as "Access" (Non-Exhaustive)

For purposes of the Grace Period void rule, "access" includes any action that causes TEK or subscription data to be displayed, decrypted, delivered via API, exported, downloaded, or otherwise made available to the Subscriber or the Subscriber’s users, whether directly or through a tool, report, or integration.

4) What Is Not Refundable

4.1 Honoraria Fees

Any honoraria-related fee or charge (if applicable to the Subscriber’s plan and period) is not refundable once billed or settled, except for billing error or legal requirement.

4.2 Non-Refundable Subscription Fees Outside Grace

Subscription fees are non-refundable once the Grace Period expires, or immediately upon any access during the Grace Period.

4.3 Payment Processor Fees

Payment processor fees and other non-recoverable processing charges already incurred are not refundable, except where required by applicable law.

5) How to Request a Refund

Refund requests must be submitted through the in-product support channel or by providing notice using the contact method specified in the Terms of Service Notices section.

A request must include:

1. (a) the subscription or order reference;
2. (b) the Nation and Project scope (if applicable);
3. (c) the date and time of purchase;
4. (d) a description of the operational failure; and
5. (e) confirmation that no TEK or subscription data was accessed (Protektant may verify this using audit logs).

6) Refund Method

Approved refunds are issued to the original payment method where possible or as otherwise required by applicable law. Any approved refund will be net of non-refundable payment processor fees and other non-recoverable processing charges already incurred, except where required by applicable law.

7) Relationship to the Terms of Service

This Refund Policy is incorporated into and governed by the Protektant Terms of Service. If there is a conflict, the Terms of Service controls.