Last updated: May 20, 2026 · v1.0
Refund Policy — Pilot Engagements
In one line
Full refund within 7 days of checkout, no questions. After Day 7 no refund except for PanGuard material breach.
7-day no-questions refund
Customer may cancel within seven (7) calendar days of the Effective Date and receive a full $25,000 USD refund.
- Email [email protected] from the email used at checkout
- Include the Pilot SOW number (provided in welcome email)
- No reason required
- Refund processed within 5 business days via original payment method
This 7-day right applies even if PanGuard has begun service delivery.
After Day 7
After the 7-day window closes, refunds are NOT available except for PanGuard material breach (per MSA Section 3.3 — uncured breach within 30 days of written notice).
This is a deliberate policy choice:
- $25,000 reflects up to 78 hours of senior engineering time over 90 days ($300+/hr equivalent)
- The 7-day window exists specifically to let Customer audit onboarding quality, security disclosures, and SOC 2 timeline before commitment
Service credits in lieu of refund
If PanGuard fails to deliver a Section 2 deliverable by Day 90 due to PanGuard fault (excluding Customer-caused delays), Customer may elect:
- Pilot extension up to 30 additional days
- Enterprise contract 10% discount (additive to $25K Founding Customer credit)
- Additional 10 hours of founder engineering time within the Pilot window
Path B (Wire / Invoice) specifics
For Path B Pilots, the 7-day window starts from the Effective Date (SOW signature), not from the wire receipt date.
- Cancel within 7 days BEFORE wiring → PanGuard voids the invoice, no fees owed
- Cancel within 7 days AFTER wire receipt → refund via wire within 10 business days
Day-90 clean exit
This is not a refund mechanism. At Day 90 Customer may elect a clean exit (SOW Section 11.1). All delivered artifacts remain Customer's, with a 30-day data export window after exit.
How to request a refund
Email [email protected] from the email address used at checkout, including the Pilot SOW number. We respond within 1 business day and process refunds within 5 business days.
Full Refund Policy PDF
Download Refund Policy PDF (192 KB)