The circumstances in which money returns.

The short version

Subscriptions are settled monthly and in advance. Withdraw whenever it suits and the period already paid for reaches its own end. Months here do not get split. Where we have failed to deliver, we refund, and the sections below say what that means in practice.

Months do not get split

An entry is charged a whole month ahead of that month opening. Withdrawing partway through returns nothing pro rata, and service carries on until the settled period closes. This is stated at checkout, in the terms, and here.

Stopping an entry

Stopping is done from inside your account record, under billing and payment method. If that route will not open for you, tell our desk instead and an engineer takes the entry off from our side. Nothing renews after that, and the entry stays live until the settled period closes.

Reducing a quantity works the same way. The lower figure applies from the next monthly charge rather than being backdated across the current one.

When we do refund

• A duplicate charge, or a charge taken after an entry was properly stopped.
• A charge for a quantity higher than the one you set, where our records show the error was ours.
• An entry we could not deliver at all, where no service was provided during the period charged.
• A charge on an account nobody at your firm authorized, once we have confirmed that.

When we do not refund

• A month already delivered, on the grounds that the service was not used.
• The remainder of a month after an entry has been stopped.
• An incident that occurred while the controls were running. Security services reduce likelihood and shorten response. No outcome is guaranteed by them or by us.
• Work needed because information given at scoping turned out to be wrong.
• A decision by your firm to move to another provider partway through a settled month.

A charge you do not recognize

Statements show FORTIFY 24X7 rather than FinShield Tech, and that is the usual reason a line looks unfamiliar. Before disputing anything with your bank, write to support@finshieldtech.com with the date and amount and somebody will identify it the same working day where they can.

A rollout that does not work

If an entry cannot be made to work in your environment and the cause sits with us or with the platform underneath it, we refund the period charged and remove the entry. If it cannot be made to work because of a constraint in your environment that neither side knew about, we will tell you plainly and refund the current period.

Price changes

An entry you already hold is not repriced without at least 30 days of notice. If a new rate does not suit your firm, stop the entry before it takes effect and nothing further is charged.

Putting in a request

Write to support@finshieldtech.com or raise an instruction from your account record. Name the date, name the amount, and set out what went wrong in your view. Refund questions get answered in writing so a record exists on both sides, and an approved refund returns to whichever card took the charge.

Card disputes

You are entitled to dispute a charge with your bank. We would rather you asked us first, because a dispute freezes the account while it runs and that can suspend live security controls at a moment nobody would choose. If a dispute is already open, tell us and we will supply whatever record the bank asks for.