Velqor Stack LLC · Version 1.0

Refund and Cancellation Policy

Effective October 13, 2026 · velqorstack.com

Velqor Stack LLC, a Montana limited liability company (Montana Secretary of State file no. 17386114) · Mailing address: 145 W Broadway, Long Beach, CA 90802-4413, USA · velqorstack.com

At a glance

Situation Refund
You cancel before we have started scoping Full refund
You cancel after scoping but before testing starts Refund less a scoping charge of up to 25% of the price
You cancel after testing starts No refund; the work has been performed
We cannot deliver for a reason within our control Full refund, or a corrected report or free retest at your choice
Testing cannot proceed because the target, access or authorisation was not provided One free reschedule; if it still cannot proceed, refund less work done
Continuous plan (monthly) Cancel any time; no refund for the current month; nothing charged after it
Verified engagement cancelled inside 5 business days of the agreed start 50% cancellation charge

This policy is part of our Terms of Service (Section 8). If the two differ, the Terms of Service apply.

1. When testing “starts”

Most of this policy depends on one moment: the start of testing. Testing starts when we send you the scan-start notice by email after the scope has been confirmed and target ownership verified. Until that email is sent, no testing has started and the cancellation terms in Section 2 apply. The notice includes the order reference, the target, and the time the testing window opens.

2. Scans and the Full stack baseline (one-time purchases)

  1. Before scoping has started: cancel for a full refund. Scoping starts when we send you the proposed scope or begin the ownership-confirmation process, whichever comes first.
  2. After scoping, before testing starts: cancel and receive a refund less a scoping charge for work already done. The charge will not exceed 25% of the price paid.
  3. After testing starts: fees are not refundable. Testing is a service performed on your systems by our team; once the testing window opens, tester time has been committed and the work is being delivered. This applies whether or not findings are reported, since a scan with few or no findings is a result, not a failure to deliver.
  4. Rescheduling: if you need to move a confirmed testing window, tell us at least 2 business days before it opens. One reschedule is free; further reschedules may carry a charge of up to 10% of the price.
  5. Bundles: the Full stack baseline is one engagement. Once testing has started on any of its four scans, the bundle is non-refundable. If you cancel after scoping but before any testing starts, Section 2.2 applies to the bundle price.

3. Verified engagements

Verified engagements reserve named testers for 2–3 days or more, so cancellation terms are stricter:

  1. Cancel more than 5 business days before the agreed start date: refund less a scoping charge of up to 25%.
  2. Cancel within 5 business days of the agreed start date: 50% of the price is charged; the balance is refunded.
  3. After testing starts: no refund.
  4. One reschedule with at least 5 business days’ notice is free.

4. Continuous plans (Monitor and Manage)

  1. Plans are billed monthly in advance and renew automatically until cancelled.
  2. You can cancel at any time from your account or by emailing us. Cancellation takes effect at the end of the current billing period; you keep access until then and are not charged again.
  3. Fees for the current billing period are not refunded, including when you cancel on the first day of a period.
  4. Exception for the first month: if you cancel within 7 days of your first payment and no scan has yet run on your target, we refund that first payment in full.
  5. If we end a plan on our side, we give 30 days’ notice and refund any prepaid fees for the period after the end date.

5. Add-ons and expedited work

Add-ons (additional targets, roles or endpoints, expedited start, post-quantum review) follow the refund terms of the product they are attached to. The expedited-start fee is non-refundable once we have rearranged the schedule to meet it, even if you later cancel the underlying scan under Section 2.2.

6. If we fail to deliver

We stand behind the work. If a Report is not delivered, or is materially incomplete or inaccurate, for a reason within our control, you choose one of:

  • a corrected Report at no charge;
  • a free retest of the affected scope; or
  • a full refund of that product.

Tell us within 14 days of delivery (or of the missed delivery date) at billing@velqorstack.com with the order reference and what is wrong. We respond within 5 business days.

This section does not apply where the Report was delivered as scoped and you disagree with a severity rating, or where no vulnerabilities were found. Severity ratings follow CVSS banding and are explained in the Report; a scan that finds little is a valid result.

7. When testing cannot proceed

If testing cannot start or has to stop because the target is unavailable, access or test accounts were not provided, the specification was missing, or ownership could not be confirmed:

  1. We pause and tell you what is needed.
  2. You get one free reschedule once the issue is resolved.
  3. If the engagement still cannot proceed within 30 days, we may close it, keep a charge for the work done (not exceeding 25% of the price, or 50% for a Verified engagement cancelled inside 5 business days of its start), and refund the balance.

8. How refunds are paid

  • Refunds go to the original payment method through Stripe. We do not refund to a different card or by bank transfer unless the original method is no longer available.
  • Approved refunds are issued within 10 business days of approval. Your bank or card issuer may take a further 5–10 business days to show the credit.
  • Refunds are for the amount paid in USD. Currency-conversion differences and bank fees are outside our control.
  • Taxes collected are refunded in proportion to the amount refunded.

9. Disputes and chargebacks

If you believe a charge is wrong, contact us first at billing@velqorstack.com with the order reference. We review every request within 5 business days and will tell you our decision and why. Most issues are resolved this way. If you open a chargeback for a service that was delivered as scoped, we will provide Stripe and your card issuer with the scope confirmation, scan-start notice and delivery records.

10. Changes to this policy

We may update this policy. The effective date at the top shows the current version. The policy in force when you placed an order applies to that order.

11. Contact

Refunds, cancellations and billing: billing@velqorstack.com Velqor Stack LLC, a Montana limited liability company (Montana Secretary of State file no. 17386114) · Mailing address: 145 W Broadway, Long Beach, CA 90802-4413, USA · velqorstack.com