Refund Policy

1. Overview

We want you to be satisfied with every purchase from Ghost Protocol. This policy outlines how refunds work for our subscriptions, services, and digital products. All payments are processed by Paddle.com Market Ltd("Paddle"), our Merchant of Record.

2. SaaS Subscriptions (Wyrm Pro, Team, Enterprise)

14-Day Refund Window

If you are unsatisfied with your subscription, you may request a full refund within 14 days of your initial purchase date — no questions asked. To request a refund, email ryan@ghosts.lk with your order number or the email address used to purchase.

After 14 Days

After the 14-day window, subscription fees are non-refundable. However, you can cancel at any time to prevent future charges. Your access continues until the end of the current billing period.

Renewals

Subscription renewal charges are non-refundable. You will receive a reminder email before each renewal. If you no longer need the service, cancel before the renewal date to avoid being charged.

Downgrades

If you downgrade from a higher-tier plan (e.g., Team to Pro), the new pricing takes effect at the start of your next billing cycle. No partial refund is issued for the remainder of the current period — you retain access to the higher tier until renewal.

3. One-Time Services (Security Audits, Pentests, Development)

Before Work Begins

If you cancel a service engagement before work has started, you will receive a full refund of any upfront payment.

After Work Has Started

Once work has begun, refunds are prorated based on work completed. If you are dissatisfied with the quality of work, contact us and we will either revise the deliverables or issue a partial refund at our discretion.

Delivered Work

Completed and delivered services (e.g., a finished security audit report) are non-refundable, as the deliverable has been provided in full.

4. Free Products

Free-tier products (e.g., Wyrm Free, Ghost Scan) have no associated charges and therefore no refund applies.

5. How to Request a Refund

To request a refund:

1. Email ryan@ghosts.lk with the subject line "Refund Request"
2. Include your order number, email address used for purchase, and reason for the refund
3. We will respond within 2 business days
4. Approved refunds are processed by Paddle and typically appear on your statement within 5–10 business days, depending on your bank or payment provider

6. Chargebacks

We encourage you to contact us before initiating a chargeback with your bank. We're committed to resolving any issues fairly and promptly. Disputed charges will be handled through Paddle's dispute resolution process.

7. Exceptions

We may make exceptions to this policy on a case-by-case basis, particularly in situations involving service outages, billing errors, or other circumstances beyond your control. Please reach out and we'll do our best to make it right.

8. Contact

Questions about refunds? Contact us at ryan@ghosts.lk or through our contact page.

Ghost Protocol (Pvt) Ltd
Colombo, Sri Lanka