Legal

Refund Policy

14-day money-back guarantee. If PulseShield doesn't work for your server, we'll refund your full purchase price - no questions asked.

Effective: June 25, 2026 14-day guarantee

1Refund Policy Overview

At PulseShield, we stand behind our anti-cheat software. We offer a 14-day money-back guarantee on all new license purchases. If PulseShield doesn't work for your server setup, we'll refund your full purchase price - no questions asked.

This policy applies to all license plans (Default and Advanced) and all billing periods (14-day trial, monthly, quarterly, and annual). We believe in the quality of our product and want you to try it risk-free.

Risk-free trial

Try PulseShield on your server with complete peace of mind. If it doesn't meet your expectations for any reason during the first 14 days, you're fully protected by this refund policy.

2Eligibility and Conditions

To be eligible for a refund under our 14-day money-back guarantee, the following conditions must be met:

Time window: The refund request must be submitted within 14 calendar days of the original purchase date. Requests received after this period will be reviewed on a case-by-case basis (see Section 6).

First-time purchase only: The 14-day guarantee applies exclusively to the first license purchase for each customer. Renewals, subscription payments, and additional server license purchases are non-refundable.

Reasonable usage: We reserve the right to deny refunds if the software has been actively used on production servers with clear evidence that it functions correctly for the intended purpose.

One refund per customer: To prevent abuse of our guarantee, we limit refunds to one per customer (based on email, payment method, and IP address).

Not sure if PulseShield is right for you?

Use our 14-day pricing option to test the software on your server risk-free. You're fully covered by this refund policy.

3Non-Refundable Items

The following are not eligible for refunds under any circumstances:

License renewals and subscription payments — Automatic or manual renewals of existing licenses are non-refundable. You can cancel auto-renewal at any time from your dashboard to prevent future charges.

Additional server licenses — Licenses added to an existing active account beyond the initial purchase are non-refundable.

Partial billing periods — We do not issue partial refunds or credits for unused time on active subscriptions. If you cancel mid-cycle, you retain access until the end of your paid period.

Requests after 14 days — Refund requests made more than 14 calendar days after the original purchase date (except as noted in Section 6).

Previous refund recipients — Customers who have previously received a refund from PulseShield.

4How to Request a Refund

Requesting a refund is simple. Follow these steps:

Send an email to panel@pulseshield.my from the email address you used for your purchase. This helps us quickly locate your account and transaction.

Include your details

Include your account email address, the order/transaction ID (you can find this in your dashboard under License History), and a brief reason for your refund request.

Wait for confirmation

We will review your request and respond within 48 hours. Most refunds are approved and processed within 2 business days.

Refund processing time

Once approved, refunds are processed within 5-10 business days and credited back to your original payment method. You will receive a confirmation email from our payment processor once the refund has been issued. The timing of when the funds appear in your account depends on your payment provider (typically 3-5 business days for credit cards, up to 10 business days for some payment methods).

5Subscription Cancellation

You can cancel your subscription at any time directly from your PulseShield dashboard. Cancellation prevents future charges but does not automatically trigger a refund for the current billing period.

How to cancel: Navigate to Dashboard → Settings → Subscription → Cancel. Follow the on-screen prompts to confirm.

After cancellation: Your license remains fully active until the end of the paid billing period. You will not lose access to any features during this time.

No renewal charges: After cancellation takes effect, you will not be charged again for that subscription.

Separate refund request required: If you are within the 14-day window and would like a refund after cancelling, please follow the steps in Section 4 above. Cancellation and refund are separate processes.

6Exceptions and Special Circumstances

We understand that exceptional situations can arise. While our standard policy is as outlined above, we may consider refund requests outside the 14-day window on a case-by-case basis for the following circumstances:

Extended technical issues: If you experienced persistent technical issues that prevented the software from functioning as documented, and you worked with our support team to resolve them, we may extend the refund window.
Duplicate or erroneous charges: If you were charged in error or charged twice for the same license, we will refund the duplicate charge regardless of time elapsed.
EU statutory rights: Customers in EU member states have a statutory right of withdrawal (14-day cooling-off period for distance contracts) under the EU Consumer Rights Directive 2011/83/EU.

Important note for EU customers

Under EU law, when you purchase digital content that is delivered immediately (such as software licenses), you expressly agree to waive your 14-day withdrawal right by downloading and using the software. Our 14-day money-back guarantee goes above and beyond this legal requirement to ensure your satisfaction. It does not replace or limit any statutory rights you may have under applicable consumer protection laws.

7Contact for Refunds

For all refund-related inquiries, please use the following contact information:

Email: panel@pulseshield.my

Response time: Within 48 hours (usually within 24 hours)

Processing time: 5-10 business days after approval

Payment method: Refunds are issued to the original payment method used at purchase

For more information about payments and billing, please also see our Terms of Service.

Last updated: June 25, 2026