At NeuraPent ("we," "our," or "us"), we provide an autonomous offensive security validation and penetration testing platform. We take pride in delivering zero-false-positive vulnerability verifications, actionable exploit chains, and executive-ready security intelligence.
This Cancellation & Refund Policy outlines the terms and conditions under which refunds, cancellations, and service adjustments are processed for our services.
1. Merchant of Record & Payment Processing
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle handles payments, customer invoicing, billing support, global sales taxes (VAT, GST, sales tax), and refund transactions in accordance with this policy and applicable consumer protection regulations.
2. One-Time Penetration Testing Engagements ($297 Flat Rate)
Our primary commercial offering is a flat-rate, one-time autonomous penetration test ($297 per engagement covering both Web Application and Backend API scopes). Upon payment, your account is credited with one (1) full security assessment credit.
-
Unused Assessment Credit (100% Full Refund): If you purchase an assessment credit and have not yet initiated or launched your scan, you are eligible for a 100% full refund within 14 calendar days of purchase. Simply email our support desk at contact@neurapent.com or use the support link on your Paddle receipt.
-
Initiated & Delivered Audits: Once you launch your assessment and our autonomous engine initiates active scanning or exploit verification against your targets, the scan credit is redeemed. Because penetration tests consume dedicated compute and generate proprietary, confidential vulnerability intelligence and proof-of-concept exploit chains delivered immediately, completed assessments are non-refundable once launched.
-
Service Delivery & SLA Guarantee: Our automated validation SLA delivers full audit findings within 4 to 8 hours from execution commencement. If NeuraPent experiences an unresolvable technical outage or fails to generate and deliver your security report due to a fault on our platform, you are entitled to either an immediate complimentary re-test or a 100% full refund.
-
Complimentary Remediation Re-Testing: To guarantee full remediation confidence, every purchased $297 engagement includes one complimentary re-test within 30 days of initial report delivery, allowing your engineering team to verify that all discovered vulnerabilities have been properly patched.
3. Enterprise & Custom Engagements
For enterprise clients engaging in multi-target recurring validation, continuous perimeter monitoring, or custom scope assessments:
-
Enterprise contracts and retained arrangements are governed by customized Master Services Agreements (MSA) and Statements of Work (SOW).
-
Unless otherwise agreed in your SOW, recurring enterprise validation plans may be canceled with 30 days written notice prior to the start of the next billing interval.
-
Bespoke engineering costs, dedicated virtual private cloud (VPC) gateway setups, and custom connector developments are non-refundable once deployed.
4. How to Request a Refund or Cancellation
Refunds for unused assessment credits are handled directly by our support team or via Paddle's buyer portal (no complicated in-app settings required). To request a refund or cancellation, please follow these steps:
- Send an email to our support team at contact@neurapent.com with the subject line "Refund Request - [Your Order ID]".
- Include your order confirmation number, Paddle transaction ID (located in the confirmation email sent at the time of purchase), the email address used during checkout, and the target domain submitted.
- Briefly describe the reason for your request so our security engineering team can promptly review and assist.
- Alternatively, you can manage your purchase directly through Paddle's buyer support portal or the receipt link included in your confirmation email.
5. Refund Processing Timeline
Once your refund request is verified and approved:
- The refund is triggered immediately through Paddle's Merchant of Record gateway.
- Funds are returned to the original payment method used for the transaction (Credit Card, Debit Card, PayPal, etc.).
- Depending on your card issuer or banking institution, the refunded amount typically appears on your statement within 5 to 10 business days.
6. Dispute Resolution & Chargebacks
We are committed to providing an exceptional experience and resolving any questions or concerns immediately. If you experience an issue with billing, report generation, or scope verification, please contact us directly at contact@neurapent.com before initiating a dispute or chargeback with your payment provider. We will work expeditiously to resolve the issue to your satisfaction.
7. Contact Information
For questions regarding this Cancellation & Refund Policy or to request assistance, please reach out to:
NeuraPent Security Support:
Email: contact@neurapent.com
Website: neurapent.com