Return and Refund Policy

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Effective Date: September 1, 2025 

Last Updated: September 1, 2025

This Refund Policy applies to Scantr Reach email authentication and monitoring Services. As a business-to-business service provider, we offer limited refunds under specific conditions outlined below. Please refer to our website for current pricing information.

2.1. All Scantr Reach Services require payment. No free trials available.2.2. Refund eligibility decreases over time as Services are delivered.2.3. Custom enterprise agreements may specify different refund terms.2.4. All refund requests must be submitted in writing with detailed explanation.

Timing is critical for setup refunds:

• Within 48 hours of payment: 100% refund if no work commenced
• Before implementation: 50% refund if DNS changes not yet live
• After implementation: Non-refundable once changes are deployed

• are is Be Non-refundable 48 hours before the scheduled sessionfee
• After process initiation: Non-refundable
• Certificate fees: Never refundable (third-party cost)

• Consulting: Non-refundable once session conducted
• Custom development: Refundable only if specifications not met
• Training: Non-refundable 48 hours before scheduled session

Satisfaction period with flexible options:

• 100% refund if Services never configured
• 50% refund if monitoring active but unsatisfactory
• Requires written explanation of issues
• Opportunity to cure must be provided (5 business days)

Limited refund availability:

• Pro-rated refund for unused complete months only
• Must document material Services failures
• Subject to cure period (10 business days)
• No refund if SLA credits already issued

No refunds except for exceptional circumstances:

• Material breach by Scantr with failure to cure
• Complete Services failure exceeding 7 consecutive days
• Service credits preferred over refunds

The following are explicitly non-refundable:

• Services used beyond applicable refund period
• Partial months of Services
• Third-party fees (certificates, domains, etc.)
• Accounts terminated for Terms of Service violations
• Setup work already completed and deployed
• Generated reports and forensic analyses
• Emergency incident response Services
• Data export or migration Services

1. Email business@scantr.com with subject "Refund Request - [Domain Name]"
2. Include contract number and invoice number
3. Provide detailed reason for dissatisfaction
4. Specify resolution attempted
5. Include supporting documentation
6. Refund requests must be submitted within 60 days of the relevant charge

• Acknowledgment within 1 business day
• Initial review within 3 business days
• Management approval for amounts over $1,000
• Final decision within 7 business days
• Written explanation provided for denials

• Approved refunds processed within 10 business days
• Credit card refunds: 5-10 business days to appear
• Wire transfer refunds: 10-15 business days
• Service credits: Applied to next invoice immediately

Refunds issued to original payment method when possible:

• Credit/Debit cards: Refunded to original card
• Wire transfers: Returned via wire transfer
• ACH payments: Returned via ACH
• Checks: Company check within 15 business days

Instead of refunds, we may offer service credits for:

• Minor Services disruptions
• SLA violations
• Goodwill gestures
• Long-term Customer retention

• Applied to future invoices
• No cash value
• Non-transferable
• Expire after 12 months if unused
• Credits are capped per Terms of Service §5.4 and are the sole and exclusive remedy for SLA issues

If you disagree with a refund decision:

1. Request manager review within 5 business days
2. Executive review available for amounts over $5,000
3. Final internal decision within 10 business days

Unresolved disputes subject to Terms of Service dispute resolution:

• Good faith negotiation required
• Binding arbitration if necessary
• Legal fees recoverable by prevailing party

10.1. Please contact us before initiating any chargeback.10.2. Chargebacks may result in immediate account suspension.10.3. Reversed chargebacks incur $50 administrative fee.10.4. Pattern of chargebacks results in permanent termination.

Refunds automatically approved for:

• Duplicate charges
• Services never provisioned
• Our billing system errors
• Charges after cancellation

We may consider refunds outside policy for:

• Business closure (with documentation)
• Data breach on our end
• Extended Services outage (>72 hours)
• First-time setup issues

12.1. Refunds subject to currency conversion at current rates.12.2. Customer responsible for any conversion fees.12.3. International wire transfer fees deducted from refund amount.

We reserve the right to modify this policy. Changes apply to new contracts only. Existing contracts governed by policy at time of signing.

Refund Requests: business@scantr.com 

Billing Inquiries: billing@scantr.com 

Response Time: 1 business day

Business Hours: Monday-Friday, 9 AM - 5 PM PT

We reserve the right to modify this policy. Changes apply to new contracts only. Existing contracts governed by policy at the time of signing.