1. Overview

At SurakshaHub (operated by Qoptervzn Infocom Pvt Ltd), we are committed to customer satisfaction and stand behind the quality of our products and services. This Returns & Refunds Policy explains the conditions under which refunds and returns are processed for our digital products and services.

Due to the digital nature of our products (antivirus software license keys and email breach scanning services), special terms apply. Please read this policy carefully before making a purchase.

2. Our Commitment

3. Refund Eligibility for Antivirus Products

3.1 Eligible for Refund

You may be eligible for a refund within 7 days of purchase if:

• Product Key Does Not Work: The license key provided is invalid, already activated, or does not work despite following vendor activation instructions correctly
• Wrong Product Delivered: You received a product key for a different antivirus software than what you ordered
• Duplicate Purchase: You accidentally purchased the same product multiple times (we will refund duplicate orders)
• Technical Issues: The product key cannot be activated due to technical errors on the vendor's side that cannot be resolved within 48 hours
• Product Description Mismatch: The product received significantly differs from the description on our website (e.g., wrong license duration, device limit)

3.2 Not Eligible for Refund

Refunds will NOT be granted in the following cases:

• Change of Mind: You no longer want the product after receiving a valid, working license key
• Buyer's Remorse: You found a better price elsewhere or decided you don't need the product
• Incorrect Purchase Decision: You purchased the wrong product variant (e.g., 1-year instead of 2-year) due to your own selection error
• User Error: Activation failed due to incorrect installation, incompatible device, or failure to follow activation instructions
• Product Already Activated: You have successfully activated the product key on your device(s)
• After 7 Days: Refund requests made more than 7 days after purchase will not be accepted
• Violation of Terms: You violated our Terms & Conditions or the vendor's End User License Agreement
• Renewal Products: Auto-renewal subscriptions are non-refundable (you can cancel future renewals)

3.3 Partial Refunds

In certain cases, we may offer partial refunds at our discretion. For example, if you purchased a multi-device license but only one device activation is faulty, we may provide a partial refund corresponding to the affected device.

4. Refund Eligibility for Email Breach Scanning Services

4.1 One-Time Scan Services

• Before Scan Completion: Full refund available if you request cancellation before the scan is initiated
• After Scan Completion: No refund available as the service has been delivered
• Technical Failures: Full refund if the scan fails due to technical issues on our end and cannot be completed within 24 hours

4.2 Subscription Services

• First 7 Days: Full refund available within the first 7 days if no scans have been performed
• After 7 Days: No refund for the current billing period; you may cancel to prevent future charges
• Cancellation: You can cancel your subscription at any time, but no prorated refunds are provided
• Service Will Continue: After cancellation, service continues until the end of the current billing period

5. How to Request a Refund

5.1 Refund Request Process

To request a refund, follow these steps:

1. Contact Us Within 7 Days: Email us at support@surakshahub.com within 7 days of your purchase
2. Include Order Details: Provide your order number, purchase date, and registered email address
3. Explain the Issue: Clearly describe the reason for your refund request with relevant details
4. Provide Evidence: If applicable, include screenshots of error messages, activation attempts, or other supporting documentation
5. Subject Line: Use "Refund Request - Order #[Your Order Number]" as the email subject

5.2 What Happens Next

• Acknowledgment: We will acknowledge your refund request within 24 business hours
• Investigation: Our team will investigate your claim, which may include contacting the product vendor
• Troubleshooting: We may attempt to resolve the issue before processing a refund
• Decision: You will receive a decision within 3-5 business days
• Additional Information: We may request additional information or documentation to verify your claim

5.3 Required Information

Your refund request must include:

• Full name and email address used for purchase
• Order number or transaction ID
• Purchase date
• Product name and description
• Detailed explanation of the issue
• Screenshots or proof of the problem (if applicable)
• Steps already taken to resolve the issue

6. Refund Processing

6.1 Approval and Processing Time

• Decision Period: Refund requests are reviewed within 3-5 business days
• Processing Time: Once approved, refunds are processed within 7-10 business days
• Bank Processing: Your bank or payment provider may take an additional 5-7 business days to credit your account
• Total Time: Expect the full refund process to take up to 14-21 business days from approval

6.2 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card: Refunded to the original card used for purchase
• UPI/Net Banking: Refunded to the originating account
• Digital Wallets: Refunded to the wallet used for payment

We cannot process refunds to different payment methods or accounts than those used for the original purchase.

6.3 Refund Confirmation

Once your refund is processed, you will receive a confirmation email with the refund transaction details. If you do not receive your refund within the specified timeframe, please contact your bank or payment provider first, then contact us for assistance.

7. Chargebacks and Disputes

7.1 Contact Us First

Before initiating a chargeback or payment dispute with your bank, please contact us directly. We are committed to resolving issues quickly and fairly. Chargebacks can delay resolution and may result in account suspension.

7.2 Chargeback Policy

• Unjustified chargebacks may result in permanent account suspension
• We will provide evidence to your bank/payment processor to dispute invalid chargebacks
• Chargeback fees incurred by us may be recovered from you if the chargeback is deemed invalid
• Active refund requests must be withdrawn before initiating chargebacks

8. Exchanges and Replacements

8.1 Product Exchanges

We do not offer product exchanges. If you wish to exchange one product for another:

1. Request a refund for the original product (if eligible)
2. Place a new order for the desired product

8.2 Replacement Keys

If your product key is defective or invalid, we will provide a replacement key at no additional cost if:

• The original key was never successfully activated
• The key is reported as invalid by the vendor's activation system
• The replacement is requested within 30 days of purchase

9. Cancellation Policy

9.1 Order Cancellation

• Before Delivery: You may cancel your order for a full refund if the product key has not yet been delivered
• After Delivery: Once the product key is sent to your email, cancellation is subject to our standard refund policy
• How to Cancel: Email support@surakshahub.com immediately with your order number

9.2 Subscription Cancellation

• You can cancel subscription services at any time through your account dashboard
• Cancellation takes effect at the end of the current billing period
• No prorated refunds are provided for unused time in the current period
• You will receive a confirmation email when your cancellation is processed

10. Special Circumstances

10.1 Fraudulent Transactions

If your account or payment method was used without your authorization, please contact us immediately. We will investigate and may issue a refund for confirmed fraudulent transactions.

10.2 Promotional and Discounted Products

• Products purchased during promotional sales are subject to the same refund policy
• Refunds for discounted products are processed at the price you paid, not the original price
• Special promotion terms may include additional refund restrictions, which will be clearly stated

10.3 Bulk or Corporate Purchases

Bulk orders and corporate licenses may have different refund terms. Please contact our sales team for specific terms before placing large orders.

11. Non-Refundable Fees

The following are non-refundable:

• Payment processing fees charged by third-party payment processors
• Currency conversion fees (if applicable)
• Bank transfer fees or transaction charges

These fees are deducted by payment processors and cannot be recovered or refunded by us.

12. Customer Support and Assistance

Before requesting a refund, we encourage you to contact our support team for assistance. Many issues can be resolved quickly with proper guidance:

• Activation Help: Step-by-step guidance for activating your antivirus product
• Technical Troubleshooting: Assistance with installation and compatibility issues
• Account Issues: Help with accessing your account or product keys
• Product Information: Clarification on product features and limitations

Our goal is to ensure you can successfully use your purchase. Most issues can be resolved without a refund.

13. Vendor-Specific Policies

Some antivirus vendors may have their own refund or money-back guarantee policies. While we facilitate the purchase, vendor policies may override our policy in certain circumstances. We will inform you of any applicable vendor-specific terms at the time of purchase or refund request.

14. Modifications to This Policy

We reserve the right to modify this Returns & Refunds Policy at any time. Changes will be effective immediately upon posting on our website. Purchases made before policy changes are subject to the policy in effect at the time of purchase.

15. Consumer Protection Rights

This policy does not affect your statutory rights under Indian consumer protection laws. You may have additional rights under the Consumer Protection Act, 2019, and other applicable regulations.

16. Contact Information

For refund requests, questions, or assistance, please contact us: