Refund Policy
At CortexEDR, customer satisfaction is our priority. This Refund Policy outlines the conditions under which refunds may be issued for our AI-powered cybersecurity platform services.
Refund Overview
30-Day Guarantee
Full refund within 30 days of purchase for paid plans
Fast Processing
Refunds processed within 5-7 business days
Case-by-Case
Each refund request evaluated individually
1. Refund Eligibility
✅ Eligible for Full Refund
Within 30 Days of Purchase
- Service not meeting basic functionality expectations
- Platform is completely inaccessible due to our technical issues
- Account setup issues preventing any usage
- Billing errors or duplicate charges
Technical Service Issues
- Verified platform outages lasting more than 24 consecutive hours
- Critical security features not functioning as documented
- API endpoints completely unavailable for more than 12 hours
- Data corruption or loss due to platform issues
⚠️ Eligible for Partial Refund
After 30 Days (Annual Plans)
- Pro-rated refund for unused portion of annual subscription
- Extended service outages (more than 10% of billing period)
- Significant degradation of service quality
Change of Circumstances
- Company restructuring or project cancellation
- Budget constraints (case-by-case basis)
- Technology stack changes incompatible with our platform
🚫 Not Eligible for Refund
Usage-Based Items
- Consumed scan credits or API calls
- Completed security assessments
- Custom integrations or configurations
- Consultation services already provided
Policy Violations
- Terms of Service violations
- Abusive or fraudulent usage
- Account sharing in violation of license
- Reverse engineering attempts
2. Subscription Types & Refund Terms
Vibe Coder
Developer
• Prorated after 30 days
• Monthly billing cycle
Enterprise
• SLA-based guarantees
• Dedicated account management
3. Refund Request Process
How to Request a Refund
Contact Support
Email support@cortex-edr.com with your request details
Provide Details
Include account ID, reason for refund, and relevant dates
Review Process
Our team reviews your request within 2 business days
Refund Processing
Approved refunds processed within 5-7 business days
Required Information
💬 Communication & Updates
Initial Response
Within 24 hours acknowledging receipt of your request
Review Timeline
2 business days for complete review and decision
Processing Time
5-7 business days for approved refund completion
Status Updates
Regular updates throughout the process
4. Cancellation vs. Refund
🚪 Account Cancellation
Cancellation doesn't automatically trigger a refund. Submit separate refund request if applicable.
💰 Refund Request
Refunds are evaluated case-by-case based on eligibility criteria and timing.
5. Refund Payment Methods
Original Payment Method
⚠️ Refund Processing Notes
- • Refunds are processed to the original payment method whenever possible
- • Alternative payment methods may be offered if the original is unavailable
- • Processing times vary by payment method and financial institution
- • You will receive email confirmation when refund is initiated
- • Additional confirmation may be required for high-value refunds
6. Special Circumstances
🚨 Service Disruptions
In cases of extended service outages or critical functionality failures, we may offer account credits or refunds as compensation beyond our standard refund policy.
Extended Outage
Service unavailable for 24+ consecutive hours
Data Loss
Critical data loss due to platform issues
Security Breach
Platform security incident affecting your data
🎓 Educational & Nonprofit Organizations
Qualified educational institutions and registered nonprofit organizations may be eligible for special refund considerations or extended trial periods.
Required Documentation
- • University/college enrollment verification
- • Nonprofit organization registration
- • Tax-exempt status documentation
- • Institutional email address
Available Options
- • Extended 60-day refund period
- • Partial refunds for unused portions
- • Discounted enterprise pricing
- • Custom payment terms
7. Contact Information
For refund requests or questions about this policy, please contact our support team:
📧 Email Support
General Support:
support@cortex-edr.com
Refund Requests:
refunds@cortex-edr.com
Enterprise:
enterprise@cortex-edr.com
⏰ Response Times
Email: Within 24 hours
Review: 2 business days
Processing: 5-7 business days
Enterprise: Priority handling
📍 Business Hours
Monday-Friday:
UTC+5 (Pakistan Time)
Emergency Support:
24/7 availability
Holidays:
Limited support
📋 Required Information for Refund Requests
Please include the following in your refund request:
- Full account email address
- Subscription or invoice ID
- Purchase date and amount
- Detailed reason for the refund request
- Any relevant screenshots or evidence
- Preferred refund payment method
Questions About Refunds?
Our support team is here to help. We review every refund request carefully to ensure fair resolution.