Refund Policy

1. 14-Day Money-Back Guarantee

We want you to be completely satisfied with ServerTools. If you are unhappy with your purchase for any reason, you may request a full refund within 14 calendar days of your purchase date.

• No justification required — just email us.
• Applies to all license tiers (Single Tool through Enterprise).
• Refund is issued to the original payment method.
• Your License Key will be revoked upon refund processing.

2. How to Request a Refund

Send an email to support@netra.tools with:

1. Your registered email address (the one used for purchase).
2. Your Order ID (found in your confirmation email or account page).
3. Reason for refund (optional, but helps us improve).

We aim to acknowledge refund requests within 1 business day and process the refund within 5-7 business days. Processing times may vary depending on your payment provider and bank.

3. Refund Processing by Payment Method

3.1 Stripe (Credit/Debit Card)

• Refunded to the original card.
• Appears on your statement within 5-10 business days.
• Refund description: "ServerTools — Refund"

3.2 Razorpay (Indian Payments)

• UPI payments: Refunded to the originating UPI ID within 2-5 business days.
• Net banking: Refunded to the originating bank account within 5-7 business days.
• Cards: Refunded to the original card within 5-10 business days.
• For Razorpay refunds, the amount is refunded in INR at the original conversion rate.

3.3 PayPal

• Refunded to your PayPal balance within 3-5 business days.
• If you paid with a linked card/bank, it may take an additional 5-7 days to appear.

4. After the 14-Day Period

After 14 days, refunds are not automatically granted but may be considered in the following circumstances:

• Technical defect: If the Software has a reproducible bug that prevents you from using the scanners you purchased, and we are unable to fix it within a reasonable timeframe.
• Duplicate purchase: If you accidentally purchased the same license twice (we can verify this from our records).
• Upgrade credit: If you purchased a lower tier and want to upgrade within 30 days, we will credit the original purchase amount toward the higher tier.

5. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• License Key shared or redistributed: If we detect that your License Key has been used on more machines than your tier permits or shared with unauthorized parties.
• Violation of Terms: If your license was revoked due to violation of our Terms of Service.
• Change of mind after 14 days: Unless a qualifying exception (Section 4) applies.
• Inability to scan a target: The Software connects to targets you specify. If a target is offline, firewalled, or otherwise unreachable, that is not a defect in the Software.
• Feature expectations: If you expected a feature that is not listed in the scanner documentation. Please review the tool catalog and trial mode before purchasing.

6. Partial Refunds

Partial refunds are available in specific situations:

• Category Bundle downgrade: If you purchased a Category Bundle but only need a Single Tool, we can refund the difference within 30 days.
• Pro-rated refund: For Enterprise licenses cancelled mid-term due to organizational changes, we may issue a pro-rated refund for the unused portion at our discretion.

7. Free Trial

The Software includes a free trial mode (3 findings per scan, no license required). We strongly encourage you to test the Software in trial mode before purchasing to ensure it meets your needs. Trial mode has no time limit.

8. License Key Revocation Upon Refund

When a refund is processed:

• Your License Key is immediately revoked and added to a revocation list.
• The Software will revert to trial mode on next license check.
• Any scan results generated during the licensed period remain yours.
• You may purchase a new license at any time in the future.

9. Chargebacks

If you dispute a charge with your bank or payment provider instead of contacting us first:

• Your License Key will be immediately revoked.
• Your account may be suspended pending resolution.
• We will respond to the chargeback with transaction evidence.

We strongly prefer that you contact support@netra.tools before initiating a chargeback. We are committed to resolving issues directly and promptly.

10. Currency and Exchange Rate

Refunds are issued in the original payment currency and amount. For Razorpay transactions processed in INR, the refund is in INR at the same rate as the original charge — we do not account for exchange rate fluctuations.

11. Contact

For refund requests or billing questions:

• Email: support@netra.tools
• Subject line: "Refund Request — [Your Order ID]"
• Response time: Within 1 business day