Refund & Cancellation Policy

DRAFT, not yet reviewed by a lawyer.
Effective date: [EFFECTIVE DATE]
Last updated: 11 November 2026

This policy explains how subscriptions, credits, cancellations and refunds work for GLAV. It forms part of our Terms of Service.

1. Who handles billing

Payments for GLAV are processed by Polar Software, Inc. (“Polar”), which acts as our merchant of record. This means:

• you buy your GLAV subscription and any pay-per-pentest purchases from Polar;

• Polar charges your payment method, issues invoices or receipts, and calculates and collects applicable taxes such as VAT or sales tax; and

• refunds are issued by Polar to the original payment method.

Polar’s own buyer terms also apply to your purchase. If there is a conflict about payment processing, Polar’s terms govern that aspect; GLAV’s Terms govern your use of the Service.

To request a refund or ask about a charge, contact us at [SUPPORT EMAIL] first. You can also use the billing links in your Polar receipt.

2. Plans and credits

2.1 GLAV offers monthly subscription plans at €20, €60 and €200 per month (prices exclude any taxes Polar adds at checkout).

2.2 Each paid plan includes a monthly allowance of pentest credits ([CREDITS PER PLAN]). Pentests use your plan credits first.

2.3 When your plan credits are used up, additional pentests are charged on a pay-per-pentest basis at [PAY-PER-PENTEST PRICE].

2.4 Credit expiry. Unused plan credits expire at the end of each billing period and do not roll over or carry any cash value. (DRAFT assumption, to be confirmed.)

3. Cancellation

3.1 You can cancel your subscription at any time from your account settings or the Polar customer portal .

3.2 Cancellation takes effect at the end of your current billing period. You keep access to your plan and its remaining credits until then, and you will not be charged again.

3.3 We do not provide refunds or credits for partial months, unused time or unused credits after you cancel.

3.4 After cancellation takes effect, you can export your reports for [EXPORT WINDOW DAYS] days, as described in our Terms.

4. Upgrades and downgrades

4.1 Upgrades take effect [immediately / at the next billing period] .

4.2 Downgrades take effect at the start of the next billing period. Credits from the higher plan are not carried over.

5. Non-refundable charges

5.1 Pay-per-pentest charges are non-refundable once the pentest has started.

5.2 Budget-capped runs. If you set a budget cap on a run and the run stops because it reached that cap, the run is not refunded, whether paid by plan credits or pay-per-pentest, and whether or not it completed all planned checks.

5.3 Policy breaches. Tests stopped or blocked because of a breach of our Acceptable Use & Authorized Testing Policy, including out-of-scope or unauthorised targets, are not refunded.

5.4 Runs that produce few or no findings are not eligible for a refund on that basis. Automated testing does not guarantee any particular number or type of findings.

6. Goodwill exception for platform failure

If a pentest fails to complete because of a fault on GLAV’s side (for example, an outage of our platform or workers, and not a problem with your target, your configuration, your scope, or a budget cap you set), contact [SUPPORT EMAIL] within [PLATFORM FAILURE CLAIM DAYS] days. We will investigate and, at our discretion, either restore the credits used, re-run the test at no charge, or arrange a refund of the affected pay-per-pentest charge through Polar.

7. Duplicate or incorrect charges

If you were charged twice or charged an incorrect amount, contact [SUPPORT EMAIL] and we will work with Polar to correct it.

8. No statutory right of withdrawal

GLAV is offered to businesses only (see our Terms). The 14-day right of withdrawal under EU consumer law applies to consumers and therefore does not apply to purchases of GLAV. (Flagged for legal review, in particular how this interacts with Polar’s buyer terms where Polar is the seller.)

9. Chargebacks

Please contact us before raising a chargeback with your bank. Where a chargeback is raised, we may suspend the account until the matter is resolved.

10. Changes

We may update this policy. Changes will not apply retroactively to charges already made.