Refund & Cancellation Policy

Table of contents

1. 1. Overview
2. 2. Digital service acknowledgment
3. 3. Platform-managed refunds
4. 4. Refund eligibility
5. 5. Free-scan launch offer
6. 6. C-Level Report upgrades
7. 7. How to request a refund
8. 8. Processing time
9. 9. Chargebacks
10. 10. Contact

1. Overview

SmartScan is a professional forensic spyware detection service. Our analysis examines network traffic (PCAP files) to identify indicators of compromise associated with mobile surveillance tools.

Due to the nature of digital forensic services, refunds are limited to specific circumstances outlined in this policy. The value of our service lies in the professional analysis performed, regardless of whether spyware is detected.

2. Digital service acknowledgment

Under EU Directive 2011/83/EU (Consumer Rights Directive), digital content and services delivered with the consumer's express consent are exempt from the standard 14-day withdrawal period once delivery has begun.

By purchasing scan credits and starting a SmartScan analysis, you acknowledge and agree that:

• The service is a digital forensic analysis delivered electronically
• Service delivery begins immediately upon starting a scan and consuming a credit
• You expressly consent to the immediate commencement of the service
• You understand that you lose your right of withdrawal once analysis begins

3. Platform-managed refunds (Apple / Google)

3.1 Apple App Store refunds

To request a refund for an Apple In-App Purchase:

1. Visit reportaproblem.apple.com
2. Sign in with your Apple ID
3. Select the SmartScan purchase and submit the refund request
4. Apple typically responds within 48 hours; approval is at Apple's sole discretion

3.2 Google Play refunds

To request a refund for a Google Play In-App Purchase:

1. Visit play.google.com/store/account/orderhistory
2. Find your SmartScan purchase
3. Tap "Request a refund"
4. Google typically responds within 1–4 business days

Google Play offers automatic refunds within 48 hours of purchase for most in-app items.

3.3 Our role

If Apple or Google refuses your platform-side refund request but you believe the request falls under the "Full refund" scenarios below (Section 4.1), you may escalate to us at support@securepath.biz. We may honour the refund at our discretion by crediting an equivalent scan credit if the platform denial is procedural rather than substantive.

4. Refund eligibility

4.1 Full refund (100%)

You are entitled to a full refund in the following circumstances (subject to platform approval):

Scenario	Condition
Technical failure	Our system failed to process your capture due to a server error, not due to insufficient capture data
Report not delivered	No report was generated within 72 hours despite the capture being accepted
Duplicate charge	You were charged multiple times for the same scan credit due to a payment processing error
Pre-analysis cancellation	You request cancellation before starting any scan (credit still unspent)

4.2 Partial refund (50%)

A partial refund (i.e. 1 replacement scan credit) may be issued at our discretion:

• Significant SLA breach — report delivered more than 48 hours after the stated delivery time without prior communication
• Incomplete report — report is missing critical advertised sections (e.g. no MITRE ATT&CK mapping)

4.3 No refund

5. Free-scan launch offer

The "1,000 free scans" launch offer distributes one free scan credit per Device UID. Because this credit is granted at no cost, it is not eligible for refund. If the credit is consumed on a scan that fails due to our technical error (Section 4.1), we will replace the credit — not issue a monetary refund.

6. C-Level Report upgrades

The C-Level Report is triggered on demand from within the app when a base report contains Critical or High alerts. It costs 4 additional scan credits.

• Once initiated, the C-Level analysis is non-refundable, because the Bayesian double-verification pass runs immediately and consumes analysis capacity regardless of outcome.
• If the C-Level analysis fails due to our technical error, we will refund all 4 credits and replay the analysis at no extra cost.
• A C-Level result confirming the base findings, refuting them, or being inconclusive is not grounds for refund — the value of the C-Level Report is the additional confidence and evidence quality, not a specific outcome.

7. How to request a refund

Refund requests must be submitted first to the platform (Apple or Google — Section 3). If the platform denies the request and you believe the case falls under Section 4.1, escalate to us:

1. Email support@securepath.biz with subject line: Refund escalation — [Device UID last 8 chars]
2. Include:
   • Your Device UID (from Settings → About in the app)
   • Purchase transaction ID (from Apple / Google receipt)
   • Reason for refund request
   • Platform denial reference number (if applicable)
   • Any supporting evidence (screenshots, error messages)
3. Submit your escalation within 14 days of the platform denial

We acknowledge escalations within 2 business days and provide a decision within 5 business days.

8. Processing time

When a refund is approved:

Payment method	Processing time
Apple In-App Purchase	5–10 business days after Apple approves the refund. Amount is credited to your original payment method.
Google Play In-App Purchase	1–4 business days for most cases; up to 10 business days for card payments. Amount is credited to your original payment method.
Our replacement credit (in lieu of monetary refund)	Applied to your Device UID within 24 hours of decision

Refunds are issued to the original payment method. We cannot refund to a different account or payment method — this is a technical limitation of Apple / Google's refund systems.

9. Chargebacks

If you initiate a chargeback (dispute) with your bank or credit card company instead of contacting Apple / Google / us first:

• Your Device UID will be immediately blocked from the Service
• Any unused scan credits will be forfeited
• You may be permanently banned from future services
• We reserve the right to contest the chargeback with documentation of service delivery

We strongly encourage you to contact Apple, Google or us first. Most issues can be resolved quickly and amicably through direct communication.

10. Contact information

This Refund Policy is governed by English law. For consumer rights queries, you may also contact your local consumer protection authority.

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