Refund Policy
Our commitment to your satisfaction — how and when refunds are issued for all Priventix products and subscriptions.
Overview
Priventix B.V. wants you to be satisfied with your Priventix purchase. This Refund Policy sets out when and how refunds are issued. It applies to all purchases of Priventix AV, Priventix VPN subscriptions, and device upsells.
Your rights under Dutch law and EU consumer protection regulation (including the Consumer Rights Directive 2011/83/EU) are not affected by this policy. Where statutory rights provide greater entitlement than this policy, those rights apply.
Priventix AV — 30-Day Money-Back Guarantee
30-day money-back guarantee
Applies to all Priventix AV front-end purchases — 1-device, 3-device, and 5-device plans. No questions asked within 30 days.
Conditions
- Your refund request must be submitted within 30 days of your original purchase date.
- You must contact us at support@priventix.ai with your order number and the email address used for purchase.
- Refunds are processed via Priventix B.V. and our Merchant of Record, Handl. Processing times depend on both Priventix approval and Handl settlement cycles.
- A refund of the front-end purchase price will be issued. If the device upsell (+2 computers at USD 14.99) was purchased, it will also be refunded within the 30-day window.
- Upon refund, your Priventix AV licence will be deactivated.
Processing time
Refunds are processed within 5–10 business days of approval. Depending on your bank or card issuer, funds may take an additional 3–5 business days to appear in your account.
Priventix VPN Subscription
3.1 7-day trial
Priventix VPN is provided free for 7 days as part of your Priventix AV purchase. No charge is made for the VPN during this trial period.
3.2 Post-trial subscription charges
Once the 7-day trial has ended and a monthly subscription charge has been taken, that charge is generally non-refundable. This is because the VPN service has been provided and used during that month.
3.3 Exceptions
We will issue a refund of a VPN subscription charge where:
- The charge was processed in error (e.g. a technical fault resulting in a duplicate charge).
- You did not receive clear notice that the trial was ending and a charge would apply.
- Required by applicable consumer protection law (e.g. EU right of withdrawal for distance contracts, where applicable).
3.4 EU Right of Withdrawal
Under EU consumer law, you generally have a 14-day right of withdrawal for digital services purchased remotely. However, by using the Priventix VPN service before the 14-day withdrawal period has expired, you expressly consent to the service commencing immediately and acknowledge that you lose the right of withdrawal for that service. We will notify you of this clearly at the point of purchase.
If you have not used the VPN service and wish to exercise your withdrawal right within 14 days of purchase, contact support@priventix.ai.
Chargebacks
If you initiate a chargeback with your card issuer rather than contacting us first, we reserve the right to dispute the chargeback and provide evidence of the purchase and service delivery. Most issues can be resolved quickly at support@priventix.ai without a chargeback process.
Customers who initiate unjustified chargebacks may have their licences suspended pending resolution.
How to Request a Refund
- Email support@priventix.ai with subject line: "Refund Request — [your order number]".
- Include: your order number, the email address used for purchase, and the reason for your request.
- We will respond within 2 business days to confirm receipt and next steps.
- Approved refunds are processed within 5–10 business days.
Contact
- Refund and billing queries: support@priventix.ai
- Address: Priventix B.V., the Netherlands