Refund policy
When we refund a purchase, how to ask for one, and how long it takes.
Last updated:
1. Overview
We want you to be satisfied with every purchase from Ghost Protocol. This policy outlines how refunds work for our subscriptions, services, and digital products. All payments are processed by Stripe, Inc. (“Stripe”), our payment processor. Ghost Protocol (Pvt) Ltd is the merchant for all purchases.
2. SaaS subscriptions (Wyrm Pro, Team, Enterprise)
14-day refund window
If you are unsatisfied with your subscription, you may request a full refund within 14 days of your initial purchase date, no questions asked. To request a refund, email ryan@ghosts.lk with your order number or the email address used to purchase.
After 14 days
After the 14-day window, subscription fees are non-refundable. However, you can cancel at any time to prevent future charges. Your access continues until the end of the current billing period.
Renewals
Subscription renewal charges are non-refundable. You will receive a reminder email before each renewal. If you no longer need the service, cancel before the renewal date to avoid being charged.
Downgrades
If you downgrade from a higher-tier plan (e.g., Team to Pro), the new pricing takes effect at the start of your next billing cycle. No partial refund is issued for the remainder of the current period: you retain access to the higher tier until renewal.
3. One-time services (security audits, pentests, development)
Before work begins
If you cancel a service engagement before work has started, you will receive a full refund of any upfront payment.
After work has started
Once work has begun, refunds are prorated based on work completed. If you are dissatisfied with the quality of work, contact us and we will either revise the deliverables or issue a partial refund at our discretion.
Delivered work
Completed and delivered services (e.g., a finished security audit report) are non-refundable, as the deliverable has been provided in full.
4. Free products
Free-tier products (e.g., Wyrm Free, Ghost Scan) have no associated charges and therefore no refund applies.
5. How to request a refund
To request a refund:
- Email ryan@ghosts.lk with the subject line “Refund Request”
- Include your order number, email address used for purchase, and reason for the refund
- We will respond within 2 business days
- Approved refunds are processed by Stripe and typically appear on your statement within 5–10 business days, depending on your bank or payment provider
6. Chargebacks
We encourage you to contact us before initiating a chargeback with your bank. We’re committed to resolving any issues fairly and promptly. Disputed charges will be handled through Stripe’s dispute resolution process.
7. Exceptions
We may make exceptions to this policy on a case-by-case basis, particularly in situations involving service outages, billing errors, or other circumstances beyond your control. Please reach out and we’ll do our best to make it right.
8. Contact
Questions about refunds? Contact us at ryan@ghosts.lk or through our contact page.
Ghost Protocol (Pvt) Ltd
Colombo, Sri Lanka