Refund & cancellation policy

Last updated · July 25, 2026

The short version

• 14-day money-back guarantee on your first purchase of a plan — no explanation needed.
• Cancel any time. Canceling stops the next charge; your plan stays active until the period you already paid for ends.
• Card, PayPal, and wallet refunds are issued by Paddle.com Market Ltd, our Merchant of Record, to the original payment method.
• Crypto payments are refunded differently — see “Refunds on cryptocurrency orders” below before you buy that way.
• Money normally lands within 5–10 business days, depending on your bank or wallet.
• Monthly and yearly are refunded the same way. A yearly plan refunded inside the 14 days comes back in full.

How to request a refund

1. Contact billing from the address you bought with, or use the “contact us” link in any Paddle receipt.
2. Include your order reference (in the receipt, format NL-XXXXXXXXXX) or your license key.
3. We confirm within 1 business day and process the refund. You get a confirmation by email.

You can also raise the request directly with Paddle at paddle.net using the same order reference — they handle billing inquiries for every order.

How to cancel a subscription

• Open any receipt email from Paddle and follow the subscription-management link, or
• Email contact billing and we will cancel it for you.

Canceling is not the same as a refund: it stops future renewals. Your license keeps working until the end of the period you have already paid for. After that the app stops monitoring until a key is activated again, and there is no free tier to fall back to. Nothing is deleted, though: your local history, rules, and settings are untouched and come straight back if you resubscribe.

Renewals

Card, PayPal, and wallet sSubscriptions renew automatically so protection doesn't lapse, and a receipt is emailed for every charge. If a renewal caught you by surprise, tell us within 7 days of the charge and we will refund it and cancel the subscription.

Cryptocurrency purchases do not renew. They are a single payment for a fixed term — nothing is stored to charge you with, and nothing will be. We email you before the license expires so you can buy again if you want to.

Refunds on cryptocurrency orders

Your right to a refund is exactly the same — the 14-day money-back guarantee and everything else on this page apply however you paid. How the money comes back is what differs, and it is worth understanding before you choose crypto:

• We refund the amount you paid in the currency you paid, sent to a wallet address you give us. We cannot reverse a blockchain transaction the way a card refund reverses a charge.
• You carry the exchange-rate movement. If the coin has fallen since you paid, the same amount of coin is worth less when it arrives; if it has risen, it is worth more. We refund the coin amount, not a guaranteed fiat value.
• Network fees are deducted from the amount sent — they are charged by the blockchain, not by us.
• Refunds are processed by hand, so allow a few business days rather than the automatic turnaround a card refund gets.
• We can only refund to an address you supply and confirm. Send it from an account you control; we cannot recover crypto sent to a wrong address.

If any of that sounds like more friction than you want, pay by card — it is the same price, it renews automatically, and Paddle handles the refund for you.

Beta plans: we fix bugs, we don't refund them

Family, Pro, and Enterprise are beta plans, and they are priced low because of it. Once the 14-day guarantee above has run out, a bug or defect in a beta plan is not a ground for a refund — we ship a fix instead. That fix normally lands within 30 days of us confirming the defect. The full clause, including the case where we can't fix something, is section 7 of the Terms.

Two things it does not change. Inside the first 14 days you can still ask for your money back for any reason, a bug included. And if a confirmed defect leaves the software unusable for what we said it does, and we haven't fixed it within 60 days, you get refunded no matter how long ago you bought. Statutory consumer rights are untouched either way.

What we can't refund

• Requests made more than 14 days after purchase (outside the renewal case above).
• Bugs found in a beta plan after the 14 days, per the section above — those are fixed, not refunded, unless we fail to fix them.
• Repeat refunds of the same plan by the same customer, or purchases showing signs of abuse — key sharing, chargeback fraud, or license tampering.
• Enterprise / on-premise licenses after the activation key has been used to activate a management server, unless the software is faulty. Enterprise is sold through our sales team while it is in beta, so refund and cancellation terms are whatever your quote or agreement says. Those terms win over this page. Ask for a pilot before you commit; we're happy to run one.

If something is broken

If NetSecWall doesn't work as described on your system, open a support ticket first. If we can't fix the problem within 60 days, you get a refund regardless of how long ago you bought, because a faulty product is not what you paid for.

Your statutory rights

Consumers in the EU, UK, and other jurisdictions have a statutory right to withdraw from a distance purchase (typically 14 days). Because the software is delivered digitally and immediately, that right can lapse once delivery begins — but our own 14-day guarantee above applies regardless, and nothing here limits rights you have by law. That includes the beta section: in the EU and UK a consumer's remedies for digital content that is faulty or not as described cannot be removed by a contract term, and this page does not try to.

Questions about this page? contact us