0130-day money-back guarantee
All new Guardian Hub subscriptions — monthly and annual — are covered by a 30-day money-back guarantee from the date of first payment.
If you are not satisfied with the Service for any reason, contact us within 30 days of your first payment and we will issue a full refund with no questions asked.
The money-back guarantee applies once per customer and does not apply to subscription renewals or plan upgrades.
02Cancellation & subscription billing
Monthly plans
You may cancel a monthly subscription at any time from your account dashboard. Cancellation takes effect at the end of the current billing period. No refunds are issued for unused time remaining in a monthly period.
Annual plans
Annual subscriptions are billed upfront for 12 months. If you cancel an annual plan after the 30-day guarantee period, no refund is issued for the remaining months. You will retain access to the Service until the end of the paid annual period.
Downgrade
If you downgrade from a higher plan to a lower plan mid-cycle, the credit for unused time on the higher plan will be applied as a pro-rated credit to your account and used against future charges. No cash refund is issued for downgrades.
Upgrade
When upgrading plans, you are charged immediately on a pro-rated basis for the remainder of the current billing period.
03Exceptional refunds
Outside the 30-day guarantee period, we may issue a partial or full refund at our sole discretion in the following circumstances:
- Significant service outages that exceed the uptime commitments in our SLA (see SLA credits)
- Billing errors or duplicate charges
- Charges made after a confirmed cancellation request
SLA credits (see SLA Section 4) are the primary remedy for outages and are applied as account credits, not cash refunds.
04EU consumer right of withdrawal
If you are a consumer located in the European Union, you have the right to withdraw from a purchase within 14 days without giving a reason, under the EU Consumer Rights Directive.
To exercise this right, contact us at billing@guardianplug.com within 14 days of purchase.
05Non-refundable items
- Subscription fees beyond the 30-day guarantee period (except as stated in Section 3)
- Add-on services or one-time purchases
- Accounts suspended for Terms of Service violations
06How to request a refund
Email us
Send a request to billing@guardianplug.com with subject "Refund request – [your account email]".
Include details
Provide your account email, the date of the charge, the amount, and a brief reason for your request.
We process your request
We will respond within 3 business days. Approved refunds are processed via Stripe back to your original payment method, typically within 5–10 business days.
07Summary table
| Scenario | Refund |
|---|---|
| Within 30 days of first payment | Full refund (money-back guarantee) |
| Monthly plan cancellation (after 30 days) | No refund; access until period end |
| Annual plan cancellation (after 30 days) | No refund; access until annual period end |
| EU consumer withdrawal (unused service, within 14 days) | Full refund |
| Billing error / duplicate charge | Full refund of overcharge |
| SLA breach | Account credit per SLA terms |
| Downgrade mid-cycle | Pro-rated account credit |
| Account suspended for ToS violation | No refund |
08Contact
Billing & refunds: billing@guardianplug.com
General support: support@guardianplug.com