Guard.ch Logo

Refund Policy

Last Updated: November 14, 2025

Effective Date: November 14, 2025

1. Introduction

This Refund Policy outlines Guard.ch's policies regarding refunds, cancellations, and billing disputes. This policy is incorporated into and forms part of the Guard.ch Terms of Service.

Guard.ch operates a generally no-refund policy for subscription fees and usage charges, with specific exceptions outlined below.

2. General No-Refund Policy

2.1 Subscription Fees

No Refunds for Subscription Fees:

  • Monthly and annual subscription fees are non-refundable
  • Payments are final upon processing
  • No refunds are provided for:
    • Unused time in your billing cycle
    • Accounts you no longer wish to use
    • Change of mind or buyer's remorse
    • Features you don't use or don't need
    • Dissatisfaction with service (except as outlined in Section 3)

2.2 Usage-Based Charges

No Refunds for Usage Charges:

  • Charges based on VM usage (if applicable) are non-refundable
  • You are billed for actual resource consumption
  • No refunds for:
    • VMs you created but didn't use
    • Forgetting to terminate VMs
    • Accidental VM creation (you can immediately delete to stop charges)

2.3 Rationale

Guard.ch operates on a pre-paid subscription model. Once services are provided during a billing period, we cannot recover the infrastructure costs, operational expenses, and third-party fees (Stripe, hosting, etc.) associated with your subscription.

3. Exceptions - When Refunds May Be Granted

Guard.ch may grant refunds at our sole discretion in the following circumstances:

3.1 Billing Errors

Full Refund: If we make a billing error (charging incorrect amount, duplicate charges, charging after cancellation, etc.), we will:

  • Issue a full refund of the incorrect charge
  • Process the refund within 10 business days
  • Correct the billing error for future charges

How to Report Billing Errors: Contact support@guard.ch within 60 days of the charge with:

  • Account email address
  • Date and amount of the charge
  • Description of the error
  • Supporting documentation (invoice, receipt)

3.2 Service Outages and SLA Violations

Service Credits (Not Refunds): For service availability issues, we provide service credits (applied to future invoices) rather than refunds. See our Service Level Agreement (SLA) for details.

Refund Exception: If you experience a prolonged service outage (> 7 consecutive days of complete unavailability) and do not wish to continue using Guard.ch, you may request a pro-rated refund for the unused portion of your subscription.

Eligibility:

  • Outage must be Guard.ch's fault (not third-party services or force majeure)
  • Must request refund within 14 days of the end of the outage
  • Must cancel your subscription
  • Refund limited to current billing period

3.3 Fraudulent Charges

Full Refund: If your payment method was used fraudulently to purchase Guard.ch services without your authorization:

  • Report immediately to support@guard.ch and your payment provider
  • Provide evidence of fraud (police report, payment dispute documentation)
  • We will investigate and issue a full refund if fraud is confirmed
  • Account associated with fraudulent charge will be terminated

3.4 Service Discontinuation

Pro-Rated Refund: If Guard.ch discontinues services entirely (not just specific features), active subscribers will receive:

  • Minimum 30 days' notice
  • Pro-rated refund for unused time on annual subscriptions
  • Monthly subscriptions: service continues until end of current billing period, no refund

3.5 Significant SLA Commitment Changes

Cancellation and Pro-Rated Refund: If Guard.ch makes a material reduction to SLA commitments (e.g., lowering uptime guarantee from 99.5% to 95%), you may:

  • Cancel your subscription within 30 days of notification
  • Receive a pro-rated refund for the unused portion of annual subscriptions
  • Monthly subscriptions: no refund, but can cancel before next billing cycle

3.6 Exceptional Circumstances

Discretionary Refunds: In rare and exceptional circumstances, Guard.ch may grant refunds at our sole discretion:

  • Severe technical issues that prevent you from using the service
  • Circumstances beyond your control (medical emergencies, natural disasters affecting you personally)
  • Other extraordinary situations evaluated on a case-by-case basis

Request Process:

  • Email support@guard.ch with a detailed explanation
  • Provide supporting documentation
  • We will review and respond within 10 business days
  • Our decision is final

4. Cancellation Policy

4.1 How to Cancel

You may cancel your Guard.ch subscription at any time:

Self-Service Cancellation:

  • Log in to your account
  • Go to Settings > Billing
  • Click "Cancel Subscription"
  • Confirm cancellation

Email Cancellation:

  • Send cancellation request to support@guard.ch
  • Include account email address
  • We will process within 2 business days

4.2 Effect of Cancellation

Access After Cancellation:

  • Monthly subscriptions: Access continues until end of current billing period
  • Annual subscriptions: Access continues until end of annual term
  • No refund for unused time (except in exceptional cases outlined in Section 3)

Data Deletion:

  • All VMs are immediately terminated and data is irreversibly deleted upon cancellation
  • Account data is deleted within 30 days
  • Export any data you wish to retain before canceling

Billing After Cancellation:

  • No further charges after cancellation (for monthly subscriptions)
  • Annual subscriptions: No charges after the annual term expires
  • You will receive a cancellation confirmation email

4.3 Reactivation

If you cancel and later wish to reactivate:

  • You can create a new subscription at any time
  • Previous VMs and data cannot be recovered (permanently deleted)
  • Current pricing applies (may be different from your previous subscription)

5. Subscription Downgrades and Upgrades

5.1 Upgrades (Higher Tier)

Immediate Upgrade:

  • Upgrade takes effect immediately
  • You are charged the pro-rated difference for the current billing period
  • Next billing cycle: charged at new subscription rate

5.2 Downgrades (Lower Tier)

Deferred Downgrade:

  • Downgrade takes effect at the end of your current billing period
  • You continue to have access to current tier features until then
  • No refund for the difference in subscription cost
  • Next billing cycle: charged at new (lower) subscription rate

Immediate Downgrade: If you need to downgrade immediately due to billing constraints:

  • Contact support@guard.ch
  • We may accommodate on a case-by-case basis
  • No refund for unused time at higher tier

6. Payment Disputes and Chargebacks

6.1 Dispute Resolution

Before Initiating a Chargeback: Please contact us first at support@guard.ch. We are committed to resolving billing issues and disputes amicably:

  • We will investigate your concern
  • We will respond within 5 business days
  • We will work with you to find a fair resolution

Chargebacks: If you initiate a chargeback with your payment provider:

  • Your account will be immediately suspended
  • All VMs will be terminated and data deleted
  • We will contest the chargeback if we believe it is unjustified
  • If the chargeback is resolved in our favor, you remain responsible for the charges plus any chargeback fees

6.2 Chargeback Abuse

Account Termination: Fraudulent or abusive chargebacks may result in:

  • Permanent account termination
  • Reporting to fraud prevention services
  • Legal action to recover losses
  • Referral to collections agency

Legitimate Chargebacks: We understand legitimate chargebacks occur (fraudulent use of your payment method, billing errors). We will not penalize you for legitimate chargebacks, but please contact us first so we can resolve the issue.

7. Refund Processing

7.1 Refund Timeframes

Approved Refunds:

  • Refund processed within 10 business days of approval
  • Refund issued to original payment method
  • Processing time depends on your payment provider (typically 5-10 business days after we issue the refund)

Stripe Processing: All payments are processed through Stripe. Refunds are subject to Stripe's processing times and policies.

7.2 Refund Methods

Original Payment Method:

  • Refunds are issued to the original payment method used for the charge
  • Credit card refunds: appear on your statement within 5-10 business days
  • Bank transfers: may take 5-10 business days depending on your bank

Alternative Methods: In rare cases where refund to original payment method is not possible:

  • Contact support@guard.ch
  • We will work with you to find an alternative (bank transfer, store credit, etc.)

7.3 Partial Refunds

Pro-Rated Refunds: For eligible pro-rated refunds (service discontinuation, SLA commitment changes):

Refund Amount = (Annual Subscription Fee / 365) × Unused Days

Minimum Refund: Refunds less than CHF 5.00 may not be processed due to transaction costs. In such cases, we may offer service credits or account credit instead.

8. Credits and Account Balance

8.1 Service Credits

Nature of Credits:

  • Service credits are applied to your Guard.ch account balance
  • Credits are used automatically for future invoices
  • Credits do not expire as long as your account is active
  • Credits are non-transferable and have no cash value

Account Termination with Credit Balance:

  • If you cancel your account with a positive credit balance (from service credits or billing adjustments), credits are forfeited
  • Exception: Credit balances > CHF 50 may be refunded at our discretion upon request

8.2 Account Credit

In some cases, we may provide account credit instead of refunds:

  • For small refund amounts (< CHF 5.00)
  • For goodwill gestures
  • As compensation for inconvenience

Account credits are subject to the same terms as service credits.

9. Consumer Rights

9.1 Swiss Consumer Protection

Swiss Law: As a Swiss company, Guard.ch is subject to Swiss consumer protection laws (Swiss Code of Obligations).

Right of Withdrawal: Swiss law does not provide a general right of withdrawal (cooling-off period) for digital services that are immediately accessible. By creating a Guard.ch account and accessing services, you explicitly waive any right of withdrawal.

9.2 EU Consumer Rights (Where Applicable)

EU Distance Selling Rules: For customers in the European Union, the EU Consumer Rights Directive provides a 14-day right of withdrawal for distance contracts. However:

  • This right does not apply to digital services once performance has begun with your express consent
  • By creating an account and accessing Guard.ch services, you expressly agree to immediate performance
  • You thereby waive your right of withdrawal

Exception: If you are an EU consumer and have not used any Guard.ch services within 14 days of purchase, you may be entitled to a refund under EU law. Contact support@guard.ch within 14 days to request a refund.

10. Business and Enterprise Customers

10.1 Custom Agreements

Enterprise customers with custom contracts may have different refund terms:

  • Specified in the enterprise agreement
  • May include committed usage terms
  • May include different cancellation notice periods

Contact your account manager or sales@guard.ch for enterprise-specific terms.

10.2 Purchase Orders

For customers paying via purchase order (PO):

  • Refunds are subject to the same policies as credit card payments
  • Refunds may be issued as credits to future invoices
  • Contact support@guard.ch to discuss alternative arrangements

11. Taxes and Refunds

Tax Refunds: If you are refunded for a charge that included taxes (VAT, GST, etc.):

  • The refund includes the taxes paid
  • We will handle tax reporting with authorities
  • You may need to adjust your tax filings accordingly (consult your tax advisor)

12. Changes to This Policy

Guard.ch may update this Refund Policy to reflect:

  • Changes in business practices
  • Legal or regulatory requirements
  • Customer feedback and fairness considerations

Notification: Material changes will be communicated via email and posted on this page with an updated "Last Updated" date at least 30 days in advance.

Effect: Changes apply to charges made after the effective date of the updated policy. Previous charges remain subject to the refund policy in effect at the time of the charge.

13. Contact Information

For refund requests, billing disputes, or questions about this Refund Policy:

Email: support@guard.ch

Subject Line: "Refund Request" or "Billing Inquiry"

Include:

  • Account email address
  • Invoice number or transaction ID
  • Date and amount of charge
  • Reason for refund request
  • Supporting documentation

Postal Address: See our Imprint for full contact details.

Response Time: We aim to respond to refund requests within 5 business days.

14. Summary

Key Points:

  • ✗ Subscription fees are generally non-refundable
  • ✗ No refunds for unused time, change of mind, or dissatisfaction
  • ✓ Refunds granted for billing errors
  • ✓ Service credits (not refunds) for SLA violations
  • ✓ Pro-rated refunds if we discontinue services
  • ✓ Refunds for exceptional circumstances (at our discretion)
  • ✓ Cancel anytime (access continues until end of billing period)

Before Requesting a Refund:

  • Review this policy carefully
  • Contact support to discuss your situation
  • Provide detailed information and documentation
  • Understand that most requests will be denied per our standard policy

We're Here to Help: If you're experiencing issues with Guard.ch services, please contact support before requesting a refund. We're committed to resolving technical issues and ensuring you get value from our platform.

Effective Date: This Refund Policy is effective as of November 14, 2025.

This Refund Policy complies with Swiss law and applicable consumer protection regulations. For more information, see our Terms of Service and Privacy Policy.