Refund & Cancellation Policy

Version: 1.0 · Last updated: 2026-06-12

Plain-language summary. This page summarises the refund terms set out in the End-User License Agreement. The binding text is the EULA; where the two differ, the EULA controls (see §6).

1. Who this applies to

DHCP Shield Pro is sold to businesses and organisations, not to consumers (EULA §3.4). The statutory consumer “right of withdrawal” for online purchases therefore does not apply. The windows below are offered voluntarily as our goodwill policy, and they are real commitments — not a restatement of any law.

2. Licences (Term and perpetual)

You may request a refund of a licence fee provided that both are true:

the licence file has not yet been downloaded — once you download the .lic file the licence is delivered and final; and
your request is made in writing within 14 days of your purchase confirmation (the “License Confirmation Document” — your invoice and order confirmation).

In that case we refund the unused licence fee in full. Once the licence file has been downloaded, or after the 14 days, licence fees are non-refundable (EULA §3.3 and §9.4). A licence is digital goods delivered on download: it then runs on your own infrastructure, offline and indefinitely, and cannot be returned.

3. Maintenance & support plans (SLA)

An annual maintenance plan can be refunded in writing within 14 days of its purchase, provided it has not been used — meaning no support request has been raised and no software update has been obtained under it. After that, or once the plan has been used, the maintenance fee is non-refundable for the remainder of its term. We do not pro-rate a partly used maintenance year.

4. Guided installation

The optional guided-installation service is fully refundable until the work is scheduled or begins. Once our engineers have started the engagement it is non-refundable, because it is our people’s time. If we are unable to complete the installation for reasons on our side, we will refund it.

5. How to request a refund, and how it is paid

Send a written request through our contact page, from or quoting the email you purchased with, within the applicable window.
Approved refunds are returned to your original payment method via our payment processor (Stripe). Any tax charged is adjusted accordingly.
We do not charge a cancellation fee. You can stop buying at any time — nothing auto-renews, so there is no subscription to cancel.

6. The EULA governs

This page is a convenience summary. The binding refund terms are in the End-User License Agreement — principally §3.3 (the 14-day pre-delivery window), §9.4 (otherwise non-refundable), §3.4 (business use, not a consumer), and §19.6 (no refund where we end the agreement for your breach). If anything here differs from the EULA, the EULA controls.