Legal
Refund Policy
Last updated September 2026. This policy should be reviewed by qualified legal counsel before being relied on commercially.
1. Overview
This Refund Policy forms part of, and should be read together with, our Terms of Service. It explains our approach to refunds and cancellations for SecureOptix Licence Fees.
2. Business customers only
SecureOptix is sold exclusively to businesses and other organisations for use in the course of their trade, business or profession, and not to consumers. Because Customer contracts with us in a business capacity, the statutory cancellation and cooling-off rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to consumer contracts, do not apply to Customer's subscription.
3. No refunds
Except as set out in clause 4 below, Licence Fees are non-refundable once paid, including where Customer chooses to stop using the Platform, does not use the Platform to the extent anticipated, or cancels before the end of a Subscription Term. We offer a live demonstration of the Platform before purchase so that Customer can evaluate it; because a Subscription Term grants immediate access to the full Platform from the date of purchase, we do not operate a post-purchase trial or refund window.
4. Exceptions
We will provide a full or partial refund, at our discretion, where: (a) we are unable to provide access to the Platform at all during the Subscription Term, other than as a result of scheduled maintenance or matters outside our reasonable control; (b) Customer has been charged in error, including duplicate charges; or (c) a refund is required by applicable law, notwithstanding clause 2.
5. Renewal
Subscriptions do not renew automatically. Before the end of a Subscription Term we will contact Customer to arrange renewal; simply decline to place a further order if Customer does not wish to continue.
6. How to request a refund
To request a refund under clause 4, contact us at hello@secureoptix.co.uk with your organisation name, invoice or order reference, and the reason for your request. We aim to respond within 5 business days.
7. Chargebacks
If Customer disputes a charge directly with its card issuer or bank (a "chargeback") without first contacting us to request a refund under this policy, we may suspend Customer's access to the Platform pending resolution of the dispute, in addition to any other rights available to us under our Terms of Service.
8. Governing law
This Refund Policy is governed by the laws of England and Wales, in the same manner as our Terms of Service.