Refund Policy

1. Scope

This policy covers purchases from Antanox for the Orithos platform: one-time credit packs and recurring subscriptions, processed through our payment provider (Dodo Payments). It forms part of the Terms of Service.

2. Credit packs

Credits are a consumable meter: each executed probe, adaptive conversation, and export deducts from your balance in real time, visible on your billing page.

• Consumed credits are non-refundable. Once a pack's credits have been used for scans or exports, the used portion cannot be refunded.
• Unused packs within 14 days of purchase are refundable in full on request, provided no credits from the pack have been consumed.
• Partially used packs: the unused-credit value may be refunded within 14 days of purchase at our discretion, less any consumed value and transaction fees.

3. Subscriptions

• Cancel anytime from billing settings; cancellation takes effect at the end of the current billing period. You keep access until then.
• Subscription fees are not pro-rated on cancellation, except where consumer law in your jurisdiction requires it.
• If you cancel within 14 days of an initial subscription purchase and have not consumed included credits, contact us — EU/UK consumers hold a statutory cooling-off right, honoured with deduction for services already consumed.

4. Billing errors

Duplicate charges, failed-then-charged payments, incorrect amounts, and charges after confirmed cancellation are refunded in full once verified — these are not subject to the consumable-credit rule. Report them within 60 days of the charge.

5. Service failures

If scans you paid for fail due to a platform fault (not your endpoint, credentials, or configuration), the consumed credits are restored to your balance automatically where the failure is detected, or on request with the scan IDs. We do not offer uptime SLAs on self-serve plans; Enterprise agreements may include service credits under the Master Subscription Agreement.

6. Exclusions

• No refunds for accounts terminated for Terms violations (including unauthorised testing), except unused-pack value where consumer law requires.
• No refunds for dissatisfaction with scan outcomes (a scan that finds no vulnerabilities consumed real compute and judge evaluation).
• Chargebacks filed without first contacting us are treated as disputes; we will provide transaction and usage evidence to the payment provider.

Nothing in this policy limits statutory rights you hold as a consumer that cannot lawfully be limited, including cooling-off and defective-service remedies.

7. How to request a refund

Email [email protected] with your organisation name, transaction ID or receipt, and reason. We acknowledge within 3 business days and decide within 10 business days. Approved refunds return to the original payment method via Dodo Payments, typically within 5–10 business days thereafter.