Refund Policy

ScanShield operates on a prepaid credit model. Credits are purchased upfront and consumed when scans are initiated. This Refund Policy sets out the circumstances in which monetary refunds (back to your payment method) or in-platform credit reinstatements are available.

All purchases are processed via Razorpay in Indian Rupees (INR). This policy is governed by applicable Indian consumer protection law, including the Consumer Protection Act, 2019.

Credits are deducted from your balance at the moment a scan is placed in the queue — before the scan executes. This reserves capacity on the scanner infrastructure. Credits are non-transferable between accounts and have no cash value outside the platform, except where a refund is granted under this policy.

Each scan profile has a defined credit cost. If a scan is paused mid-run and later resumed, no additional credits are charged. If you cancel a queued or running scan, credits are automatically reinstated to your in-platform balance (this is an in-platform credit reinstatement, not a monetary refund).

Credits are automatically reinstated to your account balance in the following cases:

• A scan is marked FAILED due to a platform or infrastructure error (not target unreachability or user configuration)
• A scan is CANCELLED by you or by the system before completion
• A retry of failed scan tools is initiated — credits are re-charged and the original refund is reversed accordingly

Note: Credit reinstatements appear in your credit transaction history with type "REFUND". These are reinstatements to your in-platform balance, not monetary refunds to your bank account.

A monetary refund (back to your original payment method) may be issued in the following circumstances, subject to investigation and approval:

• Duplicate purchase: You were charged twice for the same credit package in a single transaction due to a technical error.
• Payment processing failure: You were charged by Razorpay but credits were not added to your account and the issue cannot be corrected.
• Service unavailability at purchase: The Service was substantially unavailable for more than 24 consecutive hours at the time credits were purchased and you were unable to use them.
• Fraudulent transaction: Your payment method was used without authorisation to purchase credits on our platform.

All eligible refund requests must be submitted within 7 calendar days of the original purchase date.

Monetary refunds are not provided for:

• Credits that have been consumed by scans that completed (including COMPLETED_WITH_ERRORS)
• Change of mind after purchase
• Unused credits remaining in an active account after the refund window
• Scans that returned fewer findings than expected — scan results depend on the target and are not guaranteed
• Scan failures caused by the target being unreachable, protected by a WAF, requiring authentication, or otherwise outside the platform's scope
• Account suspension or termination resulting from a violation of our Terms of Service
• Credits purchased under a promotional, gifted, or discounted arrangement
• Credits expired due to 24+ months of account inactivity (per Terms §6)

To request a refund, email hello@tristack.tech with the subject line "Refund Request — [your account email]" and include:

• Your registered account email address
• The Razorpay payment ID or transaction reference (available in your email receipt)
• The date and amount of the purchase
• A clear, concise explanation of the reason for the refund request
• Any relevant screenshots or evidence supporting your claim

We will acknowledge your request within 2 business days and provide a decision within 5–7 business days of receiving all required information.

Approved monetary refunds are processed through Razorpay to the original payment method. Timelines after approval:

We do not issue refunds in cash, by cheque, or to a different payment method than the one used for the original purchase. If the original payment method is no longer available (e.g., a cancelled card), contact us to discuss alternatives.

Credit purchases on ScanShield may be subject to Goods and Services Tax (GST) as applicable under Indian law. GST amounts, where charged, are displayed at checkout and included in your Razorpay invoice.

If a monetary refund is approved, the refund amount will reflect the net amount charged (inclusive of any GST paid). We will issue a credit note to your registered email for the GST component of any approved refund, as required under GST rules. GST refunds are processed in accordance with applicable law and may take additional time.

We ask that you contact us at hello@tristack.tech before initiating a chargeback with your bank or card issuer. Most issues can be resolved faster through direct communication with us.

If a chargeback is filed for a transaction that does not qualify for a refund under this policy, we reserve the right to dispute the chargeback with the payment processor using transaction records and usage logs. Accounts associated with unjustified chargebacks may be suspended pending investigation.

If you are dissatisfied with our refund decision, you may:

• Request an escalation by emailing hello@tristack.tech
• File a complaint with the Consumer Forum under the Consumer Protection Act, 2019
• Initiate dispute resolution via Razorpay's dispute mechanism if applicable

All disputes arising from this Refund Policy are subject to the governing law and dispute resolution provisions set out in our Terms and Conditions.

We may update this Refund Policy from time to time. The policy in effect at the time of your purchase applies to that transaction. Material changes will be communicated via email with at least 14 days' notice. Continued use after the effective date of a change constitutes acceptance.