General approach
Refunds are reviewed case by case. If Xensec cannot deliver a purchased service because of an internal issue, we will offer a reasonable fix, credit or refund where appropriate.
Customer-provided requirements
VPN provisioning may require device, location or connection details and replies from you. Delays caused by missing or inaccurate setup information do not automatically qualify for a refund.
Subscriptions
Subscription cancellations stop future renewals. Partial-period refunds are not guaranteed unless required by law or agreed by Xensec support.
Abuse or policy violations
Services suspended or refused because of abuse, fraudulent activity, chargeback misuse or acceptable-use violations may not be refundable.
How to request a refund
Open a support ticket from your dashboard or contact support with your order/service reference, reason and any relevant context.