Refund & Cancellation Policy

2.1. Service Delivery

Our standard service packages (Tier I, II, III, Elite) are sold as one-time payments for implementation and setup work. These are NOT subscription services with recurring billing.

Upon successful payment:

• Digital materials (frameworks, reports, credentials) are delivered instantly via email
• Implementation work begins within 24 business hours
• Dedicated infrastructure is provisioned within 48-72 hours
• You receive lifetime access to the implemented systems

2.2. No Recurring Charges

Unless explicitly agreed upon in a separate Service Agreement, there are no recurring subscription fees. Your payment covers the one-time implementation and setup. You own and operate the systems we deploy.

3.2. Material Breach by Provider

If we materially breach this Agreement (e.g., fail to provide agreed-upon features, deliver non-functional systems) and fail to remedy the breach within 14 days of written notice, you may request a full refund.

Material breach does NOT include:

• Minor bugs or issues that do not prevent core functionality
• Temporary service interruptions within SLA limits (99.9% uptime)
• Compatibility issues with third-party software not specified in the agreement
• Performance issues caused by client's infrastructure or internet connection

3.3. Fraudulent Charges

If you did not authorize a charge (e.g., stolen credit card, unauthorized account access), contact us immediately at finance@amadeusprotectedltd.com. We will investigate and issue a full refund if fraud is confirmed.

You must report fraudulent charges within 60 days of the transaction date.

3.4. Duplicate Charges

If you are accidentally charged twice for the same service due to a technical error, we will immediately refund the duplicate charge upon verification.

4.1. Submission Requirements

To request a refund, you must:

• Send a written request to finance@amadeusprotectedltd.com
• Include your full name, email address, and invoice/transaction ID
• Clearly state the reason for the refund request
• Provide supporting documentation (screenshots, error logs, correspondence)
• Submit the request within 14 days of the issue occurring

4.2. Review Process

Upon receiving your refund request:

• Acknowledgment: We will acknowledge receipt within 2 business days
• Investigation: We will investigate the claim within 14 business days
• Decision: You will receive a written decision with detailed explanation
• Processing: Approved refunds are processed within 10 business days

4.3. Required Actions

During the review process, you may be required to:

• Provide additional documentation or evidence
• Participate in troubleshooting attempts to resolve the issue
• Allow remote access for technical diagnosis (if applicable)
• Cease use of the Services pending resolution

4.4. Refund Denial

If your refund request is denied, we will provide:

• Detailed explanation of the denial reason
• Reference to the specific Policy section that applies
• Alternative solutions (service credits, extended support, etc.)
• Information on how to escalate or appeal the decision

5.1. Processing Timeline

Once a refund is approved:

• Credit/Debit Cards (Stripe): 5-10 business days to appear in your account
• Bank Wire Transfers: 7-14 business days depending on your bank
• International Transfers: Up to 21 business days for SWIFT transfers

Processing times are estimates and may vary depending on your financial institution. We have no control over your bank's processing speed.

5.2. Refund Method

Refunds are processed to the original payment method used for the purchase:

• If you paid by credit card, the refund goes back to that card
• If you paid by bank transfer, we refund to the originating bank account
• We cannot refund to a different payment method or third party

5.3. Partial Refunds

In some cases, we may issue a partial refund:

• If services were partially delivered before the issue occurred
• If you used a portion of the allocated resources (bandwidth, storage)
• If a restocking fee applies (for physical hardware like YubiKeys)

Partial refund amounts will be clearly communicated and justified before processing.

6.1. Stripe Payment Processing

Credit and debit card payments are processed through Stripe, Inc., a PCI DSS Level 1 certified payment processor.

When you make a payment:

• Your payment information is transmitted directly to Stripe (we do not store card details)
• Stripe processes the transaction according to their Terms of Service
• We receive only a transaction ID and payment confirmation
• Refunds are processed through Stripe's refund API

6.2. Stripe Refund Limitations

Please note the following Stripe-specific limitations:

• Refunds can only be processed for up to 180 days after the original charge
• After 180 days, refunds must be processed manually via bank transfer
• Stripe charges are non-refundable (processing fees of ~2.9% + €0.30 per transaction)
• Currency conversion fees (if applicable) are non-refundable

6.3. Bank Wire Transfers

For bank wire transfer payments:

• Refunds are processed to the originating bank account
• You are responsible for any wire transfer fees charged by your bank
• International wire transfers may incur additional correspondent bank fees
• Refund amount will be net of any non-recoverable transfer fees

7.1. Consequences of Chargebacks

• Immediate Account Suspension: Your access to all Services will be suspended pending investigation
• Data Deletion: If the chargeback is upheld, all your data will be permanently deleted within 7 days
• Chargeback Fees: You will be liable for chargeback fees (typically €25-50) imposed by payment processors
• Permanent Ban: If the chargeback is found to be fraudulent or unjustified, your account will be permanently banned
• Legal Action: We reserve the right to pursue legal remedies for fraudulent chargebacks
• Fraud Reporting: Fraudulent chargebacks will be reported to fraud prevention databases (Ethoca, Verifi)

7.2. Legitimate Chargeback Reasons

Chargebacks are appropriate ONLY in the following circumstances:

• Unauthorized Transaction: Your card was stolen or used without your permission
• Duplicate Charge: You were charged multiple times for the same service
• Incorrect Amount: The charge amount differs from what was agreed
• Service Not Received: After 30+ days with no delivery and no response from us

7.3. Chargeback Defense

If a chargeback is filed, we will provide the following evidence to your bank:

• Signed Terms of Service agreement (accepted at purchase)
• Proof of service delivery (emails, access logs, implementation records)
• Communication history (support tickets, emails)
• IP address and device information from your account

7.4. Alternative to Chargebacks

BEFORE initiating a chargeback, please contact us:

• Email: finance@amadeusprotectedltd.com
• Subject Line: "Payment Dispute - [Transaction ID]"
• Include: Date, Amount, Issue Description

We are committed to resolving payment disputes fairly and quickly. Most issues can be resolved within 48 hours.

8.1. One-Time Services (No Cancellation)

Since our standard packages (Tier I, II, III, Elite) are one-time payments for implementation work, there is no "cancellation" in the traditional sense. Once the work is completed and delivered, the transaction is final.

8.2. Cancellation Before Service Delivery

If you wish to cancel your order before we begin implementation work:

• Within 24 hours of payment: Full refund minus payment processing fees (2.9% + €0.30)
• After 24 hours but before work begins: Refund minus 10% administrative fee
• After work has begun: No refund (services are non-refundable once provisioning starts)

8.3. Ongoing Support Contracts

If you have a separate ongoing support or maintenance contract:

• You may cancel at any time with 30 days' written notice
• No refund for the current billing period
• Access continues until the end of the paid period
• Data retention follows our standard policy (30 days after cancellation)

8.4. Account Deletion

To request account deletion:

• Email finance@amadeusprotectedltd.com with subject "Account Deletion Request"
• Confirm your identity (email, invoice number, last 4 digits of payment method)
• We will process deletion within 30 days
• You have 30 days to retrieve your data before permanent deletion

If uptime falls below 99.9% in a given month, you are eligible for a credit equal to 5% of your monthly fee for every hour of downtime, capped at 100% of the monthly fee.

11.1. Internal Resolution

Before pursuing external dispute resolution, you agree to attempt resolution through our internal process:

• Step 1: Contact finance@amadeusprotectedltd.com with detailed complaint
• Step 2: We will acknowledge within 2 business days and assign a case manager
• Step 3: Investigation and proposed resolution within 14 business days
• Step 4: If unresolved, escalation to senior management

11.2. Mediation

If internal resolution fails, both parties agree to attempt mediation before litigation:

• Mediation by a mutually agreed neutral third party
• Costs split equally between parties
• 60-day mediation period
• Non-binding recommendations

11.3. Arbitration & Litigation

If mediation fails, disputes shall be resolved through:

• Binding arbitration under UK Arbitration Act 1996, OR
• Litigation in the courts of London, England

The prevailing party may recover reasonable legal fees and costs.

11.4. Small Claims

For disputes under €5,000, you may pursue resolution through:

• UK Small Claims Court
• European Small Claims Procedure (if applicable)
• Alternative Dispute Resolution (ADR) platforms

12.1. UK Consumer Rights Act 2015

Under the UK Consumer Rights Act 2015, you have the right to:

• Quality: Services must be performed with reasonable care and skill
• Description: Services must match the description provided
• Reasonable Price: Prices must be clearly stated and reasonable
• Reasonable Time: Services must be performed within a reasonable timeframe

12.2. EU Consumer Rights Directive

For EU customers, under Directive 2011/83/EU:

• 14-Day Cooling-Off Period: Waived for digital content delivered immediately (Article 16(m))
• Right to Information: Clear pre-contractual information provided
• Right to Withdraw: Not applicable once digital content delivery begins with your consent

12.3. Distance Selling Regulations

As a distance seller, we comply with:

• Clear pricing and total cost disclosure
• Written confirmation of contract terms
• Transparent refund and cancellation policies
• Secure payment processing (PCI DSS compliant)

12.4. Data Protection Rights

Under GDPR and UK DPA 2018, you have the right to:

• Access your personal data
• Rectify inaccurate data
• Request data deletion ("right to be forgotten")
• Data portability

See our Privacy Policy for full details.