Refund & Cancellation Policy

Business customers only

SCARP is sold to businesses and professional users for use in their trade or profession. It is not offered to consumers, and it is not intended for personal, family, or household use. Accounts are held by organisations, not individuals.

Fees are non-refundable

Subscription fees are non-refundable. Once a subscription term begins, the fee for that term is due in full and is not refunded or credited in whole or in part, including where you stop using the Service, cancel part-way through a term, or use less than your included quota.

Because fees are not refundable after a term starts, raise any questions about fit before you subscribe rather than after. Contact us and we can discuss your requirements.

Cancelling a subscription

You may cancel at any time. Cancellation stops the next renewal; it does not refund the term you are in. Your subscription stays active and your data remains available until the end of the term you have already paid for.

Payments, invoices, and cancellation are managed through the PayPro Global customer portal, since PayPro Global is our authorised reseller and merchant of record. If you cannot reach the portal, or you bought under an invoiced agreement, contact us and we will process the cancellation for you. There is no cancellation fee and no notice period beyond cancelling before your renewal date.

The limited exceptions

We do correct billing mistakes and we do not charge for a service we failed to provide. In these cases only, contact us and we will refund:

• Duplicate or incorrect charges. Any amount billed in error, in full.
• Unintended renewal. If you tell us within 14 days of a renewal charge that you meant to cancel, and you have not materially used the Service in the new term, we will refund that renewal and close the subscription.
• Service we did not deliver. If the Service is materially unavailable or fails to perform as described, and we cannot resolve it within a reasonable period after you report it, we will refund the unused remainder of your term on a pro-rata basis.

What is not refundable

• Terms already begun, and quota already consumed.
• Change of requirements, budget, or internal priorities.
• Subscriptions we terminate for breach of the acceptable-use terms, including assessing targets you were not authorised to assess.
• Dissatisfaction with assessment findings. The Service reports what it observes; a low score or an unwelcome finding is not a defect.
• Taxes already remitted to a tax authority, where non-recoverable.

How to raise a billing issue

Contact us through our contact page with your account name and the approximate date of the charge. We aim to acknowledge within 2 business days and to decide within 5 business days. Approved refunds are issued by PayPro Global to the original payment method; how quickly funds appear depends on your bank or card issuer, and is typically 5 to 10 business days.

Please raise billing concerns with us before disputing a charge with your card issuer. A dispute takes longer to resolve than a direct request, and we can usually settle the matter faster.

Mandatory rights

Nothing in this policy excludes or limits any right that cannot lawfully be excluded or limited under the law applicable to you. Where PayPro Global’s own terms grant you a right in respect of a transaction it processed, that right applies in addition to this policy.