Refund and Cancellation Policy

1. Scope

This Refund and Cancellation Policy applies to all purchases made directly through ITLOX for ITLOX products and services. It does not apply to purchases made through third-party resellers or marketplaces, which are governed by the relevant third-party's refund policies.

2. AegisWire VPN — Consumer Subscription Plans

2.1 Money-Back Guarantee

First-time subscribers to AegisWire VPN consumer plans are eligible for a full refund within 7 calendar days of the initial purchase date, provided:

• The request is submitted within the 7-day window by contacting billing@itlox.com
• Your account has not violated the Acceptable Use Policy or Terms of Service
• The account was not previously refunded under this guarantee (one refund per customer)

Refunds under the money-back guarantee are processed to the original payment method within 5–10 business days, subject to your payment provider's processing times.

2.2 Renewals and Mid-Cycle Cancellations

• Subscription renewals are non-refundable once processed
• If you cancel a monthly subscription mid-cycle, your access continues until the end of the paid billing period; no partial refund is issued for unused days
• If you cancel an annual subscription after the 7-day money-back period has expired, no refund is issued for the remaining subscription period
• Cancellation requests must be submitted by contacting billing@itlox.com or through your account management portal at least 24 hours before the next renewal date to avoid being charged for the next period

2.3 Plan Changes and Upgrades

• When upgrading from a lower to a higher plan, the difference in cost will be charged on a pro-rata basis for the remainder of the current billing period
• When downgrading, the lower plan takes effect at the start of the next billing period; no refund is issued for the current period

3. AegisWire VPN — Business Plans

AegisWire VPN Business plans are subject to the following refund terms:

• Monthly business plans: eligible for refund within 7 days of initial purchase only (first subscription, not renewals)
• Annual business plans: eligible for pro-rata refund for unused complete months if cancelled within 30 days of initial purchase; no refund after 30 days
• Business plan renewals: non-refundable once processed

4. Enterprise Products — AegisWire, SynthLabTech, CareOSP

Enterprise product purchases (AegisWire enterprise platform, SynthLabTech enterprise licences, CareOSP deployments) are governed by the enterprise agreement executed between ITLOX and your organisation. In the absence of a specific enterprise agreement provision:

• Committed contract periods are non-refundable
• Annual or multi-year licences are non-refundable once the contract term has commenced
• Cancellation of an enterprise contract before its scheduled end date does not entitle you to a refund of prepaid fees
• Any disputes regarding enterprise contract refunds must be submitted in writing to legal@itlox.com and will be handled on a case-by-case basis

5. Enterprise Onboarding

Enterprise onboarding, including implementation support, platform training, and structured deployment assistance, is non-refundable once commenced. If you cancel an onboarding programme before it has commenced, a full refund will be issued less any reasonable pre-commencement administrative costs.

6. Non-Refundable Items

The following are not eligible for refund under any circumstances:

• Setup fees, activation fees, and onboarding fees
• Usage-based charges for services consumed
• Subscription fees for periods already accessed and used
• Fees for accounts suspended or terminated due to violations of the Terms of Service or Acceptable Use Policy
• Fees paid for a previous subscription period or renewal
• Any promotional or discounted fees that were offered subject to non-refundable terms

7. How to Request a Refund

To request a refund, please contact our billing team:

We aim to respond to all refund requests within 2 business days and process approved refunds within 5–10 business days. Refunds are always returned to the original payment method.

8. Chargebacks

Please contact us at billing@itlox.com before initiating a chargeback or payment dispute with your bank or card provider. Raising a chargeback without first attempting to resolve the issue with us may result in your account being suspended and may incur an administrative fee if the chargeback is found to be unwarranted. We will always work with you in good faith to resolve billing issues fairly and quickly.

9. Consumer Statutory Rights

If you are a consumer located in the United Kingdom, nothing in this Refund Policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation. Under the Consumer Contracts Regulations, consumers purchasing digital services may have a 14-day cooling-off right, unless they have expressly consented to the service beginning within the cancellation period and acknowledged the loss of the right to cancel. Our 7-day money-back guarantee for AegisWire VPN is offered in addition to your statutory rights and does not diminish them.

10. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. Changes will be posted on this page with a new "Last updated" date. Material changes will be notified to active subscribers by email at least 30 days before they take effect. Your continued use of ITLOX services after the effective date of changes constitutes your acceptance.