Refund & Cancellation Policy

1. Scope of This Policy

This Refund & Cancellation Policy applies to purchases, subscriptions, renewals, license activations, and related payments for FSI Defence Security Endpoint Protection ("FSI Defence Security", the "Service", "Software", "we", "us", or "our"), operated by Frank System Inc.

This policy should be read together with our Terms & Conditions , Subscription Policy , and End User License Agreement .

2. Digital Product and License Activation

FSI Defence Security is a digitally delivered software and endpoint protection service. A purchased license may be issued electronically and made available for activation through the customer's account or other authorized delivery method.

Once a license key has been activated, installed, registered, or otherwise used to obtain access to the protected service, the purchase is generally non-refundable.

This restriction exists because activation makes the digital service available and allows the customer to use the purchased license.

Nothing in this policy is intended to remove or restrict any refund, cancellation, chargeback, statutory, or other consumer right that cannot lawfully be excluded or waived under applicable law.

3. Refunds Before License Activation

If a customer purchases a license but has not activated, installed, or used the license, the customer may contact Customer Service to request cancellation and a refund.

Requests will be reviewed based on the transaction status, license status, subscription status, and applicable terms.

A refund is not automatic merely because a license has not yet been installed. The customer must submit a refund request and provide sufficient information to identify the transaction.

4. No Refund After License Activation

Except where required by applicable law, payments are non-refundable after the FSI Defence Security license key has been activated.

This includes situations where the customer:

• Has activated the license on a computer or device
• Has installed or registered the Software
• Has started using the protection service
• Has used part of the subscription period
• Changes their mind after activation
• Decides that the Service is no longer required
• Does not continue using the Software after activation

Simply uninstalling the Software does not automatically qualify a customer for a refund and does not by itself cancel a subscription.

5. Subscription Cancellation

Customers may request cancellation of a recurring subscription in accordance with the applicable Subscription Policy.

Cancellation stops future renewal charges when the cancellation is completed before the applicable renewal or billing event.

Unless otherwise required by applicable law or expressly stated in writing, cancellation does not automatically create a refund for the current billing period.

A customer who cancels after a license has been activated may generally continue to have access to the Service until the end of the applicable paid subscription period, subject to the account, license, EULA, and other applicable terms.

6. Automatic Renewal Payments

Certain FSI Defence Security plans may renew automatically according to the billing interval selected at purchase.

Customers are responsible for reviewing the selected plan, billing interval, renewal terms, and applicable cancellation information before completing a purchase.

A renewal charge that has been successfully processed is generally non-refundable once the applicable subscription or license period has begun, except where a refund is required by applicable law or approved by us under this policy.

Cancelling a subscription after a renewal payment has already been processed does not automatically reverse that payment.

7. Duplicate Payments

If a customer believes that the same purchase was accidentally charged more than once, the customer should contact us promptly.

After verification, a confirmed duplicate charge may be eligible for correction or refund where appropriate.

A duplicate transaction does not include separate purchases, separate licenses, renewals, or multiple transactions intentionally authorized by the customer.

8. Unauthorized or Fraudulent Transactions

If you believe a payment was made without your authorization, contact Frank System Inc. as soon as possible.

We may investigate the transaction and request information reasonably necessary to verify the claim.

Customers should also promptly contact their card issuer or financial institution when they believe payment credentials have been compromised.

A transaction will not be treated as unauthorized solely because the customer later regrets the purchase or does not recognize the merchant descriptor.

9. Failed, Declined, or Reversed Payments

A declined or failed payment does not constitute a completed purchase and does not create a refund obligation for an amount that was never successfully received by Frank System Inc.

If a payment is later reversed, disputed, charged back, or otherwise invalidated by the payment processor or financial institution, the associated license or subscription may be suspended or terminated in accordance with our Terms and EULA.

10. Payment Processor Errors

If a payment processor displays an incorrect transaction status, duplicate authorization, temporary authorization hold, or other payment-processing issue, the customer should contact us with the relevant transaction details.

Temporary authorization holds may be controlled by the customer's bank or payment provider and may not represent a completed charge.

11. Service Availability and Technical Problems

A technical problem does not automatically create a refund right after license activation.

Customers experiencing installation, activation, login, update, compatibility, or other technical problems should first contact our Support team so that we can reasonably attempt to resolve the issue.

Where a material service issue cannot reasonably be resolved, Frank System Inc. may, at its discretion and subject to applicable law and the specific circumstances, consider an appropriate remedy.

12. Unsupported Devices or Configurations

Customers are responsible for reviewing applicable system requirements and compatibility information before purchasing or activating the Service.

A refund will not ordinarily be provided after activation solely because the customer's device, operating system, configuration, third-party software, or network environment is incompatible with the Service, except where required by applicable law.

13. Misuse, Abuse, or Policy Violations

Refunds are not guaranteed where an account, license, or Service has been suspended, terminated, or restricted because of fraud, abuse, unauthorized use, license sharing, payment fraud, security violations, or other material violations of our Terms, EULA, or Acceptable Use Policy.

This does not limit rights that cannot lawfully be excluded under applicable law.

14. Refund Exceptions

Frank System Inc. may review exceptional refund requests on a case-by-case basis.

Examples may include:

• Confirmed duplicate billing
• Confirmed payment-processing errors
• A transaction that was not successfully authorized by the customer
• A material billing error caused by us
• A situation where a refund is required by applicable law
• Other exceptional circumstances approved by Frank System Inc.

Approval of one exceptional refund does not establish a general right to refunds for other customers or future transactions.

15. Refund Request Requirements

To request a refund or billing review, contact us using the information provided below.

Please provide:

• Customer name
• Account email address
• Invoice number
• Transaction information, if available
• Reason for the request
• Relevant supporting information

We may request additional information where reasonably necessary to verify the account or transaction.

16. Refund Review Process

Refund requests are reviewed based on the transaction history, license status, activation status, subscription status, payment records, applicable policies, and applicable law.

Submitting a request does not guarantee approval.

We may deny a request where the transaction does not qualify under this policy and no refund is otherwise required by applicable law.

17. Refund Method

When a refund is approved, it will generally be returned through the original payment method used for the transaction, where technically and legally possible.

We may use another lawful refund method when the original payment method is unavailable or where the payment processor requires another method.

18. Refund Processing Time

After a refund is approved and submitted, the time required for the funds to appear in the customer's account may depend on the payment processor, card network, bank, or financial institution.

Frank System Inc. does not control the processing time imposed by a customer's bank or payment provider.

19. Chargebacks and Payment Disputes

Customers are encouraged to contact Frank System Inc. first when they believe a billing problem has occurred so that we can review and resolve the issue where possible.

Nothing in this policy prevents a customer from exercising any lawful rights available through their card issuer, bank, payment provider, or applicable law.

Fraudulent or abusive chargeback activity may result in account review, suspension, or termination where permitted by law.

20. Cancellation Does Not Equal Refund

Cancelling a subscription and requesting a refund are separate actions.

Cancellation generally prevents future recurring billing but does not automatically refund amounts already paid for a current or completed subscription period.

This distinction applies particularly where the license has already been activated.

21. License Termination After Refund

If a refund is approved for a transaction associated with an active license or subscription, Frank System Inc. may deactivate, suspend, revoke, or otherwise terminate the corresponding license or Service access to prevent continued use of a refunded digital service.

22. Taxes and Government Charges

Where applicable, taxes, government charges, or other mandatory amounts may be treated in accordance with applicable law and the rules of the relevant jurisdiction.

23. Applicable Law and Mandatory Consumer Rights

This policy is intended to operate consistently with applicable law.

If applicable law grants a customer a mandatory cancellation, refund, withdrawal, warranty, or other consumer right that cannot lawfully be waived, that right will continue to apply notwithstanding any contrary provision of this policy.

24. Changes to This Policy

Frank System Inc. may update this Refund & Cancellation Policy from time to time to reflect changes in the Service, billing practices, payment methods, or legal requirements.

The "Last Updated" date at the beginning of this page identifies the latest revision.

25. Contact Us