Thank you for choosing CloudSoul. This Refund Policy outlines the terms and conditions under which refunds are issued for the CloudSoul Platform subscription and the one-off Security Report. Capitalised terms used herein have the meanings stated in the CloudSoul Terms of Use.

CloudSoul Platform subscription

The CloudSoul Platform is sold on an annual contract with monthly billing.

14-day refund window. New customers may request a full refund of amounts paid for the Initial Term within fourteen (14) days of the date the Order Form is signed (the “Effective Date”), provided that no operational work has commenced. Operational work includes any onboarding session, integration with your environment, ingestion of telemetry into the CloudSoul Platform, generation of an action plan, or activation of security operations coverage.

Once operational work has commenced, refunds are no longer available, including within the 14-day window. This reflects the work performed by the CloudSoul team to bring you onto the platform.

Renewals and re-subscriptions. The 14-day refund window applies to the Initial Term only. Renewal Terms and any subsequent re-subscriptions are non-refundable.

Cancellation and non-renewal. You may elect not to renew your subscription by giving CloudSoul written notice at least thirty (30) days before the end of the then-current term, in accordance with the Terms of Use. Cancellation will stop auto-renewal at the end of the then-current term. No refunds are issued for the unused portion of any paid term.

Security Report (one-off)

The one-off Security Report is sold per delivery.

Before kickoff. You may cancel and receive a full refund at any time before the kickoff session for the Report.

After kickoff. Once the kickoff has taken place or any drafting or analysis work on the Report has begun, the Security Report is non-refundable.

Exclusions

  • Promotional offers. Subscriptions or Reports purchased during promotional periods or with discount codes may be non-refundable. Please refer to the specific terms of the promotion.
  • Custom integrations and bespoke services. Any custom integration, integration of a customer-supplied tool (“bring your own”), or bespoke service work scoped on a separate Order Form is non-refundable once work has commenced.
  • Third-party charges. Refunds do not apply to fees or pass-through costs charged by third parties (for example, hosting providers, payment processors, or vendors of integrated tools).

How to request a refund

  1. Email refund@cloudsoul.net from the email address associated with your account, including your account email, the Order Form reference, and the reason for the request.
  2. Our team will review your request and, if eligible under this policy, process your refund within five (5) business days of approval.
  3. Refunds are credited to the original payment method used at purchase. Currency conversion or bank-side fees, where applicable, are outside CloudSoul’s control.

Termination for cause

Nothing in this Refund Policy limits any refund or remedy expressly provided in the Terms of Use, including pro-rata refunds in the event of termination for CloudSoul’s uncured material breach.

Changes to this Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page and will take effect immediately upon posting; however, any change adverse to a customer will not affect refund eligibility for amounts paid before the change took effect. We encourage you to review this policy periodically.

Contact us

For questions about this Refund Policy, contact us at refund@cloudsoul.net.