We want every customer to be happy with VirtualSpace AppSec. This Refund Policy explains when and how you can request a refund, how we process refunds, and how your statutory consumer rights apply. It forms part of our Terms of Service.

1. Definitions

In this Policy, "Consumer" means a natural person acting wholly or mainly outside their trade, business, craft, or profession. "License" means the right to use the Software granted on purchase. "Activation" means the moment the license key is first entered into the Software and used to unlock the product.

2. Your statutory rights under EU law

Nothing in this Policy limits the mandatory rights you have as a Consumer under EU law, in particular:

• the right of withdrawal under Directive 2011/83/EU (Consumer Rights Directive), as set out in section 3 below;
• the legal guarantee of conformity under Directive (EU) 2019/770 on digital content, as implemented in Dutch law (Book 7 of the Dutch Civil Code), which gives you at least two years of protection if the Software does not conform to what was agreed; and
• your rights under the Payment Services Directive (PSD2) to dispute unauthorized transactions with your bank or card issuer.

These rights apply regardless of any voluntary policy we offer.

3. EU 14-day right of withdrawal

For Consumers in the EU, the Consumer Rights Directive normally provides a 14-day right of withdrawal for distance purchases. For digital content not supplied on a tangible medium, this right is lost once supply has begun where the Consumer:

1. has given prior express consent to immediate performance during the 14-day withdrawal period; and
2. has acknowledged that, by doing so, the right of withdrawal will be lost (Article 16(m) of Directive 2011/83/EU).

At checkout you confirm both of these points. Activating your license key constitutes a request for immediate supply of the digital content and the express acknowledgement that the statutory right of withdrawal is lost from that moment on.

Where you have not yet activated the license, the statutory right of withdrawal remains available within 14 days of purchase, and you will receive a full refund without justification.

4. Voluntary 14-day satisfaction guarantee

Beyond the statutory minimum, we offer Consumers a voluntary 14-day satisfaction guarantee. Within 14 days of purchase, you may request a full refund for any reason, provided that:

• your license has fewer than 5 hours of cumulative recorded usage, and
• the request is made by email to support@virtualspacesec.com with your order number.

This goes beyond what the law strictly requires and is offered at our discretion to give you confidence in your purchase. It does not limit your statutory rights.

5. Legal guarantee of conformity

If the Software does not conform to what was agreed, for example if it is materially defective, materially different from its description, or substantially fails to perform its core advertised function on a supported platform, you may be entitled to have it brought into conformity, to a proportionate price reduction, or to a refund, in accordance with Directive (EU) 2019/770 and Dutch law, for a period of at least two years from delivery.

To exercise these rights, please contact us with a description of the issue and any relevant evidence (such as steps to reproduce, system specification, error messages, or screenshots) so we can investigate promptly. We will work in good faith to resolve a conformity issue, including by providing fixes, updates, or alternative remedies, before any refund is required.

6. How refunds are processed

• Eligible refund requests are reviewed and, where approved, processed within 5 business days of approval.
• Refunds are returned to the original payment method. Depending on your bank or card issuer, the funds may take additional business days to appear.
• Refunds are issued in the original currency of the purchase. We do not cover currency-conversion differences set by your bank.
• On refund, your license key is deactivated and you must stop using and remove the Software.
• If you used a discount code, the refund reflects the amount actually paid.

7. When a refund is not available

Outside the statutory rights described in sections 2, 3, and 5, a refund is generally not available where:

• more than 14 days have passed since purchase and there is no conformity issue;
• the license shows more than 5 cumulative hours of usage and the request relies on the voluntary 14-day satisfaction guarantee in section 4;
• the request relates to a feature or capability that was not part of the published product description at the time of purchase;
• the request relates to a system that does not meet the published minimum requirements;
• the License has been resold, shared, or otherwise transferred in breach of the Terms of Service;
• the License was issued under a volume, team, or written enterprise agreement that sets its own refund terms; or
• we have reasonable grounds to believe the request is fraudulent or abusive (for example, repeat buy-and-refund patterns).

These limitations do not affect your statutory rights as a Consumer.

8. Disputes, chargebacks, and your PSD2 rights

If you disagree with a refund decision, please contact us first at support@virtualspacesec.com so we can try to resolve the matter directly. We commit to investigating and responding within 5 business days. Most issues can be resolved quickly and amicably.

You retain your full statutory right under PSD2 to dispute an unauthorized or incorrect transaction with your bank or card issuer. We respect this right and do not penalize Consumers for exercising it in good faith.

Where we can demonstrate that a transaction was legitimate and the Software was delivered as agreed, and where a chargeback is raised without first allowing us a reasonable opportunity to address the concern, we may contest the chargeback with supporting evidence and, in clear cases of abuse, may suspend or terminate the related License in accordance with our Terms of Service. This applies only to demonstrably unjustified disputes and does not affect your statutory rights.

9. Alternative dispute resolution

If a complaint cannot be resolved between us, EU Consumers may use the European Commission's Online Dispute Resolution platform. You may also contact the consumer-protection authority in your country of residence, or, in the Netherlands, the relevant national body.

10. How to request a refund

Send an email to support@virtualspacesec.com with:

• your order number,
• the email address used at checkout,
• a short description of the issue or the reason for the request, and
• any relevant evidence where you are relying on the legal guarantee of conformity.

We aim to acknowledge requests within 1 business day and to reach a decision within 5 business days.

11. Changes to this Policy

We may update this Policy from time to time. The "Last updated" date at the top reflects the most recent change. Updates apply to purchases made on or after the effective date and do not retroactively reduce statutory consumer rights.

12. Contact