Last Updated: July 28, 2026
AIZA-Hextyx provides security assessment services. This policy explains our approach to refunds, cancellations, and billing disputes.
We aim to be fair. Security scans consume real compute resources the moment they run — a completed scan cannot be "undone" in the way a physical product can be returned. At the same time, we recognise that billing errors occur and that software sometimes doesn't meet expectations.
You may cancel your subscription at any time through your account settings or by contacting support@hextyx.com.
Annual subscriptions are billed upfront for the full year. Cancellation of an annual plan stops future renewal but does not result in a prorated refund for the unused portion, except in the circumstances described in Section 3.
Billing errors: If you were charged incorrectly — wrong amount, duplicate charge, or charge after cancellation — we will issue a full refund of the incorrect amount within five (5) business days of the error being confirmed.
Annual plan — 30-day guarantee: If you are on an annual plan and have not run more than five (5) scans, you may request a full refund within thirty (30) days of your initial annual payment. This is a one-time guarantee for new annual subscribers.
Service failure: If AIZA experiences a verified platform outage lasting more than 72 consecutive hours that prevents you from using the Service, you are entitled to a prorated refund or credit for the affected period.
Failed scans due to AIZA error: If a scan fails due to a confirmed bug or error on AIZA's side, and the failure cannot be resolved by rerunning the scan, the scan will not count against your plan's scan allocation. Contact support@hextyx.com with the scan ID.
Completed scans: Scans that have successfully run and produced results cannot be refunded, regardless of whether the findings met your expectations. Security assessment results reflect the state of the tested system at the time of scanning — we cannot be responsible for scan outcomes.
Scans run against unintended targets: If you accidentally submitted a scan against the wrong endpoint, we are unable to reverse the compute already consumed. We encourage users to double-check target URLs before submission. Contact support@hextyx.com and we will use discretion on a case-by-case basis for genuine accidents.
Plan downgrades: Switching from a higher plan to a lower plan takes effect at the next billing cycle. We do not issue prorated refunds for the remainder of the current billing period when downgrading.
Unused scan credits: Scan allocations do not roll over between billing periods and unused allocations are not refundable.
Account terminations for AUP violations: If your account is terminated for violation of our Acceptable Use Policy, no refund will be issued.
Change of mind after extensive use: If you have used a substantial portion of your plan's features and scan allocation, refund requests based on change of mind will not be approved.
Enterprise customers and annual plan subscribers with billing disputes should contact their account manager directly, or email billing@hextyx.com with the subject line "Billing Dispute — [Your Organisation Name]."
We will investigate and respond within three (3) business days.
If you initiate a chargeback with your card issuer without first contacting us, we reserve the right to: - Suspend your account pending resolution - Provide our transaction records and usage logs to your card issuer as evidence - Permanently close your account if the chargeback is found to be unwarranted
We strongly encourage you to contact us at billing@hextyx.com before initiating a chargeback. Most billing disputes can be resolved quickly and without the involvement of your card issuer.
Nothing in this policy affects your statutory rights under applicable consumer protection law. If you are a consumer (not purchasing for business purposes) in a jurisdiction with mandatory cooling-off periods or other consumer refund rights, those rights apply in addition to this policy and cannot be waived.
EU consumers: Under the Consumer Rights Directive, you have a 14-day right of withdrawal from digital service contracts. However, this right is waived upon commencement of the service if you have acknowledged that withdrawal right will be lost upon service commencement. By starting your first scan or downloading your first report, you acknowledge that the service has commenced and the 14-day withdrawal right no longer applies, to the extent permitted by law.
Billing and refund enquiries: billing@hextyx.com Technical support: support@hextyx.com
Response time: 1–3 business days for billing enquiries.