Assessment refund policy
Published for the upcoming paid service. Live checkout is not yet open; sandbox payments are test transactions.
Unused paid assessments
Request a full refund within 14 days of purchase if the scan has not started. Contact contact@protego.me with your order reference from the email address used for the purchase.
Technical failure
If a technical failure prevents delivery of the purchased assessment, contact us within 14 days of the failed run. We will offer a replacement scan or a full refund. We will not require you to accept repeated retries instead of an eligible refund.
Completed or limited-coverage scans
A scan is a time-bounded automated assessment, not a promise to find vulnerabilities. A completed scan with no findings is not, by itself, a technical failure. If coverage or delivery did not match what you purchased, contact us for review. A partial report must clearly disclose its status.
Promotional scans
Free promotional scans have no cash refund value. If a free scan fails, support can review eligibility for a replacement under the same promotion limits.
Payment handling and rights
When live checkout opens, payments and eligible refunds will be processed through Paddle. Approved refunds are returned to the original payment method; processing time depends on the payment provider. This policy does not limit rights that cannot lawfully be excluded or applicable Paddle buyer protections.
Never include passwords, payment-card details or sensitive scan evidence in a refund request.