Refund Policy

A pre-order reserves your licence at the launch price before the platform is released to you.

• Before your account is provisioned, a pre-order may be cancelled for a full refund.
• Once your account has been provisioned and access handed over, the pre-order becomes an active licence and the licence terms below apply.
• If the launch does not go ahead, every pre-order payment is refunded in full.

The InGuard licence is billed for a fixed service period, and the fee covers that period in full from the day your access begins.

• Licence fees are non-refundable once the service period has started.
• You may cancel a renewal at any time before it is charged.
• Access remains active until the period you have paid for ends — cancelling does not cut it short.

Cloud hosting and maintenance support are included in the licence and delivered continuously across the service period.

• Fees covering a service period that has already begun are non-refundable.
• Unused time in a cancelled period is not refunded.

Where onboarding, data migration, training, or custom development is carried out specifically for your organisation, it is charged for the work performed.

• Such work may be cancelled for a full refund before it begins.
• If work has already commenced, refunds are calculated on the portion not yet delivered.
• Completed milestones are non-refundable.

Checkout payments are handled by our payment gateway. If a charge goes wrong, contact us straight away — payment faults are treated separately from the terms above.

• Verified duplicate charges for the same order are refunded in full.
• Payments taken at an incorrect amount are corrected in full.
• If money leaves your account but no order is confirmed, send us the payment reference and we will trace it.

Email us from the address you used at checkout, including the order reference from your confirmation, the date and amount of the payment, and the reason for the request.

We acknowledge every request and confirm the outcome in writing.

Approved refunds are issued to the original payment method — we are not able to pay a refund to a different card or account.

• Refunds are processed within 7–14 business days of approval.
• Your bank or card issuer may take additional time to post the amount to your account.

We may update this policy as InGuard develops. The current version always lives on this page and the “Last updated” date above changes with it. The version in force on the day you paid is the one that applies to that payment.