Refund Policy

Last updated: August 31, 2026

Global distribution. Payments and order processing are securely handled by our authorized global distribution partner, acting as Merchant of Record. That partner is responsible for all global tax collection, invoicing, and payment security.

This Refund Policy applies to every purchase of GhostShield EDR from Bastion Cyber, a sole proprietorship operated from Ciudad del Este, Alto Paraná Department, Republic of Paraguay. It forms part of our Terms of Service. Refunds are executed by our authorized Merchant of Record (MoR).

1. Refund Policy and the 14-Day Compatibility Guarantee

Refund Policy: We offer a risk-free, full-featured 15-day Free Trial (no credit card required) specifically to ensure complete compatibility and testing in your environment. Because of this evaluation period, annual subscriptions are non-refundable once billed, except in cases of proven, critical compatibility failures reported within the first 14 days of the paid subscription.

GhostShield EDR is a digital product whose license is issued instantly and bound to your server’s Hardware ID (HWID). For that reason we do not offer a general “change of mind” refund. What we offer instead is the 14-Day Compatibility Guarantee described above.

The sole ground for a refund is strictly technical: if the eBPF engine cannot adapt to your Linux environment, your kernel version or your infrastructure, and we cannot make it work, you get your money back — provided you report it within fourteen (14) calendar days of the original purchase.

2. What Qualifies as Technical Incompatibility

A refund request qualifies when, within the first 14 days, the Software cannot operate on the licensed server for a reason inherent to the environment or to the Software, such as:

the eBPF engine fails to load, verify or attach on your kernel version or distribution;
your kernel lacks the features the engine requires (for example BTF/CO-RE support, the necessary BPF program types, or the required LSM/tracing hooks) and no supported alternative path works;
your virtualisation, container or hosting platform does not expose the privileges or kernel interfaces the engine needs, and the limitation cannot be lifted;
the Software fails to install or start on a supported distribution because of a defect on our side;
an irreconcilable conflict with the host’s existing kernel-level security stack prevents the engine from running;
a reproducible defect prevents core enforcement from functioning and we cannot deliver a fix or a viable workaround within 48 business hours of receiving the diagnostics we request.

3. Required Cooperation

Because the guarantee is technical, it is verified technically. To qualify you agree to give our support team a fair opportunity to solve the problem, which normally means supplying:

the output of uname -a and your distribution and version;
the installer or service output showing the failure, and the relevant service log excerpt;
the platform on which the server runs (bare metal, VPS, hypervisor, container runtime);
a reasonable window — up to 48 business hours — for us to respond, and cooperation with one round of remediation steps.

A request closed for lack of response to our diagnostic questions does not qualify.

4. What Does Not Qualify

Change of mind, budget changes, accidental purchase, buying the wrong plan or quantity, or choosing a different product.
Requests made after the 14-day window has elapsed.
Dissatisfaction with detection outcomes, alert volume, false positives or false negatives — no security tool guarantees 100% invulnerability, as stated in our Terms of Service.
An intrusion, compromise, data loss or downtime occurring on your server, whether or not the Software was running or detected it.
Damage or outage caused by your own configuration, including enforcement rules, allowlists or lockdown settings you enabled without staging validation.
Refusal to provide the diagnostics in Section 3, or refusal to allow us a remediation attempt.
Failures caused by unsupported, end-of-life, custom-patched or vendor-locked kernels where the limitation was disclosed before purchase.
Breach of the Terms of Service, including reverse engineering, tampering with the binaries, or attempts to circumvent HWID or JWT validation — such conduct voids the guarantee entirely.
Renewal purchases. The guarantee applies once, to the initial purchase of a license for a given server. Licenses do not renew automatically: a renewal is a NEW purchase you make deliberately, for a server on which the engine has already been proven to run, so it is not covered by the compatibility guarantee.
Custom work, volume agreements or bespoke engineering, unless the separate written agreement says otherwise.

5. How to Request a Refund

Send an email to contact@bastioncyber.online with the subject “14-Day Compatibility Guarantee”, within 14 calendar days of purchase, including:

the email address used at checkout and your Merchant of Record order number;
a technical description of the incompatibility;
the diagnostic information listed in Section 3.

You may also contact our authorized Merchant of Record directly using the receipt they issued; as Merchant of Record they will coordinate the request with us.

6. Processing

Payment Processing and Billing: Our checkout, billing, and payment processes are securely conducted by our authorized Merchant of Record (MoR). The MoR acts as the official seller and reseller of GhostShield licenses for all transactions, taking responsibility for invoicing, tax collection, and primary support regarding refunds, financial disputes, and payment processing.

We acknowledge requests within 2 business days and decide within 5 business days of receiving complete diagnostics.
Approved refunds are issued by our authorized Merchant of Record to the original payment method. Funds typically appear within 5–10 business days, depending on your bank or card issuer.
Refunds are for the license fee actually paid. Taxes collected are refunded in accordance with the Merchant of Record’s tax handling; bank, currency-conversion or intermediary fees charged by third parties are not reimbursed by us.
Partial or pro-rata refunds are not offered.

7. Effect of a Refund

When a refund is issued, the corresponding license is revoked immediately and its JWT is invalidated. You must uninstall the Software from the licensed server and destroy all copies, installers and keys. Continuing to run the Software after a refund is an unlicensed use and a material breach of the Terms of Service.

8. Chargebacks

Please contact us before opening a chargeback — nearly every case is resolved faster by email. Filing a chargeback or payment dispute while a support request is open results in immediate suspension of the license and may result in permanent revocation. Fraudulent disputes may be reported to the Merchant of Record and pursued as provided by law.

9. Statutory Consumer Rights

Nothing in this policy limits rights you have under mandatory consumer law. If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day right of withdrawal for digital content; by purchasing and requesting immediate delivery of the license key and installer, you expressly consent to immediate performance and acknowledge that this right is lost once delivery has begun. Where a mandatory statutory right nonetheless applies, it prevails over this policy to the extent of the conflict. Brazilian consumers retain the rights granted by the Código de Defesa do Consumidor.

10. Governing Law

This policy is governed by the laws of the Republic of Paraguay, and the competent courts in Ciudad del Este, Alto Paraná Department have exclusive jurisdiction over any dispute arising from it, as set out in Section 20 of our Terms of Service.

11. Contact

Bastion Cyber — sole proprietorship
Ciudad del Este, Alto Paraná Department, Republic of Paraguay
contact@bastioncyber.online
Payments and refund execution: our authorized Merchant of Record (MoR).

See also our Terms of Service and Privacy Policy.