Refund & Cancellation Policy

Last updated: January 30, 2026

1. Overview

SmartScan is a professional forensic spyware detection service. Our analysis examines network traffic (PCAP files) to identify indicators of compromise associated with mobile surveillance tools.

Due to the nature of digital forensic services, refunds are limited to specific circumstances outlined in this policy. The value of our service lies in the professional analysis performed, regardless of whether spyware is detected.

2. Digital Service Acknowledgment

Under EU Directive 2011/83/EU (Consumer Rights Directive), digital content and services delivered with the consumer's express consent are exempt from the standard 14-day withdrawal period once delivery has begun.

By purchasing a SmartScan analysis, you acknowledge and agree that:

• The service is a digital forensic analysis delivered electronically
• Service delivery begins immediately upon file submission
• You expressly consent to the immediate commencement of the service
• You understand that you lose your right of withdrawal once analysis begins

3. Refund Eligibility

3.1 Full Refund (100%)

You are entitled to a full refund in the following circumstances:

Scenario	Condition
Technical Failure	Our system failed to process your file due to a server error (not file format issues)
Report Not Delivered	No report was generated or delivered within 72 hours despite file being accepted
Duplicate Charge	You were charged multiple times for the same scan due to a payment processing error
Pre-Analysis Cancellation	You request cancellation before uploading any file for analysis

3.2 Partial Refund (50%)

A partial refund may be issued at our discretion in the following cases:

• Significant SLA Breach: Report delivered more than 48 hours after the stated delivery time without prior communication
• Incomplete Report: Report is missing critical sections that were advertised (e.g., no MITRE ATT&CK mapping despite being advertised)

3.3 No Refund

• "No spyware found" — The service is the forensic analysis, not a guarantee of finding infections. A clean result is a valid outcome.
• "Changed my mind" — Once file is uploaded, the service has begun.
• "Don't understand the report" — We offer free support to explain findings. Contact us.
• Incorrect file format — File requirements (PCAP/PCAPNG) are clearly stated before purchase.
• File too small/corrupted by user — Insufficient capture data is not a service failure.
• Expected different results — We analyze what we receive; we cannot detect what isn't in the capture.

4. Multi-Scan Packages

For customers who purchased multi-scan packages (3-scan or 5-scan bundles):

• Unused Credits: If you have not used all scans, you may request a refund for unused credits at a prorated rate based on the single-scan price (€149)
• Used Credits: Scans that have been used are non-refundable
• Expiration: Scan credits do not expire. No refund is issued for "expired" credits.

Example: You purchased a 3-scan package for €349. You used 1 scan. You may request a refund for 2 unused scans at €149 each = €298. However, since you paid €349 total, and 1 scan at single price would be €149, your refund would be €349 - €149 = €200.

5. Enterprise & Expert Witness Services

For Enterprise contracts and Expert Witness services:

• Custom contracts govern refund terms for enterprise agreements
• Expert Witness preparation fees are non-refundable once work has commenced, regardless of case outcome
• Court appearance fees are refundable if cancelled more than 14 days before the scheduled date (50% refund if cancelled 7-14 days before; no refund within 7 days)

6. How to Request a Refund

To request a refund:

1. Email support@omnivisix.co.uk with subject line: Refund Request - [Order ID]
2. Include:
   • Your Order ID or transaction reference
   • Email address used for purchase
   • Reason for refund request
   • Any supporting evidence (screenshots, error messages)
3. Submit your request within 14 days of your purchase date

We will acknowledge your request within 2 business days and provide a decision within 5 business days.

7. Processing Time

Once a refund is approved:

Payment Method	Processing Time
Credit/Debit Card	5-10 business days
PayPal	3-5 business days
Bank Transfer	5-7 business days
Cryptocurrency	Refunded in equivalent USDT/BTC at current rate within 48 hours

Refunds are issued to the original payment method. We cannot refund to a different account or payment method.

8. Chargebacks

If you initiate a chargeback (dispute) with your bank or credit card company instead of contacting us first:

• Your SmartScan account will be immediately suspended
• Any unused scan credits will be forfeited
• You may be permanently banned from future services
• We reserve the right to contest the chargeback with documentation of service delivery

We strongly encourage you to contact us first. Most issues can be resolved quickly and amicably through direct communication.

9. Contact Information

For refund requests or questions about this policy:

• Email: support@omnivisix.co.uk
• Subject Line: Refund Inquiry or Refund Request - [Order ID]
• Response Time: Within 2 business days

For general inquiries, visit our Contact Page.

This Refund Policy is governed by English law. For consumer rights queries, you may also contact your local consumer protection authority.