Refund Policy

When a payment to PremioGuard can be reversed, the narrow exceptions under which a refund is considered, and how an approved reversal is returned through your original payment method.

Last updated: 29 September 2026 Effective: 29 September 2026 Version: 4.8.0

1. Introduction

PremioGuard is endpoint device control, Data Loss Prevention (DLP), and system security software delivered by subscription. Licences, machine-license seats, and management-console access are provisioned electronically the moment payment is authorised. This policy sets out when, if ever, a payment made to PremioGuard may be reversed, and how an approved refund is returned to you.

2. All Sales Final

Because PremioGuard software is delivered immediately upon authorisation — the agent executable, console credentials, and licence key are available for download and activation without delay — and because we make a no-cost sandbox trial available so every prospective customer can evaluate the software before purchasing, all sales are final. Payments for subscriptions, seat allotments, and add-on licences are generally non-refundable.

Try before you buy. The PremioGuard sandbox trial gives you full access to the management console and agent deployment on a limited number of endpoints for 7 days at no charge. Use it to confirm the platform meets your fleet's requirements before committing to a paid subscription.

3. Exception Matrix — When a Refund May Be Considered

Refunds are considered only in the narrow circumstances below. Each request is reviewed individually by the PremioGuard billing team, and approval is not guaranteed.

Exception Required evidence Typical outcome
Verified payment-processor failure Transaction reference, processor error code, and timestamp showing the charge was duplicated or rejected after funds were debited. Refund of the duplicated or erroneous charge to the original payment method.
Gateway technical error Proof that a supported gateway (PayPal, PingPong, PayFast, Safepay, or similar) reported a system fault that prevented service delivery despite successful debit. Refund of the affected transaction, or re-delivery of the licence at no additional charge.
Prolonged software delivery service drop Documentation that the PremioGuard licence delivery service was unavailable for a continuous period that prevented you from activating a purchased licence. Refund or extended service credit, at PremioGuard's discretion.

4. Refund Credit Pipeline

When a refund is approved, the reversal is parsed directly back through the same payment method used for the original transaction — for example PayPal, PingPong, PayFast, Safepay, or the card on file. Approved gateway reversals are typically credited within 5 to 10 standard business banking days, depending on the processing times of your payment provider and issuing bank. PremioGuard does not issue store credit, cash, or alternative-method payouts in lieu of a gateway reversal.

5. How to Request a Refund

Send a written request to contact@premioguard.com with the subject line Refund Request — [your account email]. Include:

  • Your PremioGuard account email and organisation name.
  • The transaction ID and date of the charge in question.
  • The payment method used (PayPal, PingPong, PayFast, Safepay, card, etc.).
  • A description of the exception that applies, with any supporting evidence.

Requests are reviewed within 5 business days. You will receive a written decision and, if approved, confirmation of the reversal with an expected credit date.

6. What Is Not Eligible for a Refund

The following are not grounds for a refund:

  • Change of mind or no longer needing the software after purchase.
  • Failure to complete the sandbox trial before buying.
  • Compatibility issues with hardware or operating systems outside PremioGuard's published requirements.
  • Downgrading or cancelling mid-cycle (see the Cancellation & Return Policy for how cancellations are handled).
  • Charges you did not recognise but that were authorised on your account.

7. Contact

Billing questions may be directed to contact@premioguard.com.

Related documents: Terms & Conditions • Cancellation & Return Policy • Privacy Policy.