Refund & Cancellation Policy

This policy explains how billing, cancellations, and refunds work for the NibraSec platform at nibrasec.com (the “Service”). It forms part of, and should be read together with, our Terms of Service. Billing and payments are processed by Paddle.com Market Ltd, which acts as our authorised reseller and merchant of record.

1. What we sell

NibraSec is a business-to-business software-as-a-service platform sold as (a) a recurring platform subscription and (b) prepaid usage credits that are consumed when you run compliance agents and generate reports. Pricing is described at /pricing. Because the Service is a digital service delivered online, the terms below apply.

2. Platform subscriptions

• Your subscription renews automatically each billing period until you cancel. You can cancel at any time from your workspace billing settings or by contacting us.
• When you cancel, your subscription remains active until the end of the current paid period; it is not renewed after that. We do not charge a cancellation fee.
• Subscription fees already charged for the current period are generally non-refundable, except as described in Section 4 (cooling-off) or where a refund is required by applicable law.

3. Prepaid credits

• Credits are prepaid and are consumed each time you run an agent. The credit cost of each action is shown before you confirm it.
• Credits that have already been used are non-refundable, because the corresponding service (an AI compliance run and its output) has already been delivered to you.
• Unused credits may be refunded within 14 days of purchase as described in Section 4, or where a refund is required by applicable law.

4. 14-day refund window

If you are unhappy with a purchase, you may request a refund within 14 days of the transaction where:

• the credits you purchased are unused (in whole or in part — we refund the unused portion), or
• you purchased a new platform subscription and have made little or no use of the paid features in that period.

This 14-day window is offered in addition to, and does not limit, any statutory rights you may have as a consumer under applicable law (including, where it applies, the UAE Consumer Protection Law, Federal Law No. 15 of 2020).

5. How to request a refund or cancel

Email billing@nibrasec.com (or use the contact options at /contact) with the email address on your account and, if possible, the Paddle order or receipt reference. We aim to respond within 5 business days. Approved refunds are returned to your original payment method by Paddle; the time for the funds to appear depends on your bank or card issuer.

6. Duplicate, incorrect, or unauthorised charges

If you believe you were charged in error, charged twice, or charged without authorisation, contact us right away at billing@nibrasec.com. We will investigate and, where the charge was made in error, refund it in full.

7. Chargebacks

If you have a billing concern, please contact us first — we can usually resolve it faster than a chargeback. Initiating a chargeback without contacting us may result in suspension of your account pending review.

8. Changes to this policy

We may update this policy from time to time. The “last updated” date above reflects the current version, and material changes will be communicated as required by law.

9. Contact

NibraSec FZ-LLC, Dubai, United Arab Emirates.
Billing enquiries: billing@nibrasec.com