Refund, Cancellation & Chargeback Policy

On this page

• 1. Cancellation
• 2. Refunds
• 3. Service credits vs refunds
• 4. Chargebacks
• 5. Failed payments & dunning
• 6. EU/UK consumer rights
• 7. Contact

This policy explains how cancellation, refunds, service credits, chargebacks, and failed payments work at XDP.NETWORK ("we", "us"), [[PLACEHOLDER: company legal name]], a PingLess Studios product. It applies to all Services — the OpenShield-XDP firewall Agent (Game and Game Pro editions, sold as one-time licenses), PingLess WAF and WAF Pro monthly subscriptions, the Console, and our APIs — and to every Customer ("you"), the account holder. It is incorporated into the Terms of Service; capitalized terms not defined here have the meaning given there.

1. Cancellation#

You can cancel a subscription at any time from the Console. No phone call, no retention script, no minimum term beyond the period you have already paid for.

• Cancellation takes effect at the end of the current paid billing period. The Services stay active until then — we do not cut off your protection mid-period.
• Cancelling stops future renewals. By itself it does not trigger a refund for the current period, except as set out below.
• One-time licenses (OpenShield-XDP Game and Game Pro) are not subscriptions. They do not renew, so there is nothing to cancel; the refund rules below describe how they are treated.
• After the paid period ends, WAF protection stops, the Console stops polling your Agents, and your servers no longer receive signature and ruleset updates. Export any configuration you want to keep before the period ends.

2. Refunds#

Money-back window: [[PLACEHOLDER: refund window, e.g. 7-day money-back guarantee on first purchase of a subscription plan]]. Within that window you may request a full refund of your first subscription payment, no questions asked.

Outside that window, we approve refunds only in these cases:

• Service unusable, our fault. The Services are materially unusable because of a defect or outage on our side, and we have been unable to resolve it within a reasonable time after you reported it to support.
• Duplicate charge. You were charged twice for the same plan and billing period.
• Charged after cancellation. A renewal charge went through after you had already cancelled — a billing error on our side.

We do not grant refunds for:

• Change of mind after the money-back window.
• Attacks that exceeded the capacity of the plan you subscribed to, where the plan's limits were disclosed at purchase. Capacity limits are a plan-selection issue, not a defect — upgrading is the remedy.
• Accounts suspended or terminated for violations of the Acceptable Use Policy or the Terms.
• One-time license purchases (OpenShield-XDP Game / Game Pro) once the license key has been activated or the Agent downloaded: [[PLACEHOLDER: one-time license refund stance]].

Approved refunds are issued to the original payment method only, in the original currency. We do not refund to a different account, card, or by cash or check. Processing time after approval: [[PLACEHOLDER: e.g. 5–10 business days]], depending on your bank or card issuer.

3. Service credits vs refunds#

If we miss a commitment in the Service Level Agreement — for example the WAF Pro mitigation SLA — the remedy is a service credit applied against a future invoice, calculated as the SLA describes. Service credits are not convertible to cash and are not refunds. Except where applicable law does not allow it, service credits are the sole and exclusive remedy for SLA breaches.

4. Chargebacks#

If you do not recognize a charge or believe it is wrong, contact us first at [[PLACEHOLDER: support email]]. Most billing issues are resolved within a couple of business days — far faster than a dispute through your bank.

If a chargeback is filed without contacting us first, we may suspend the account while the dispute is resolved. We respond to every dispute with evidence: account and invoice records, Console usage logs, Agent connection history, and protection event data.

Fraudulent or abusive chargebacks — disputing a charge for Services you actually received, or serial disputes across accounts — are a material breach of the Terms. They can lead to termination and to recovery of the disputed amounts plus chargeback fees and reasonable collection costs. Legitimate disputes are different: they get our full cooperation and a fast, documented response, and a good-faith dispute about a genuine problem is never held against you.

5. Failed payments & dunning#

When a subscription renewal payment fails:

1. We retry the charge automatically: [[PLACEHOLDER: e.g. retries over 7 days]].
2. We email the account's billing contact after each failed attempt, so you can update the payment method in the Console.
3. Grace period: [[PLACEHOLDER: grace period, e.g. 7 days from the first failure]]. The Services remain fully active during this time.
4. If payment has still not succeeded by the end of the grace period, the subscription is suspended: WAF protection stops and the Console stops polling your Agents.
5. After suspension, your account data and configuration are retained for [[PLACEHOLDER: data-retention window after suspension, e.g. 30 days]]. Paying the outstanding balance within that window restores service without reconfiguration. After it, the data may be deleted as described in the retention section of our Privacy Policy.

6. EU/UK consumer rights#

If you are a consumer in the European Union or the United Kingdom, statutory consumer rights — including, where applicable, the 14-day right of withdrawal for distance contracts — are honored in addition to anything this policy offers. Nothing in this policy limits a right that cannot lawfully be waived. How to exercise those rights, and how withdrawal applies to digital content and to services you asked us to begin immediately: [[PLACEHOLDER: details]].

7. Contact#

Questions about cancellation, refunds, a charge, or a dispute: [[PLACEHOLDER: support email]]. Include your account email and invoice number so we can locate your account quickly.

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