DefendR Refund Policy

Draft for operator and counsel review. Not yet in effect; the effective date is set at publication.

What you purchase

DefendR sells one-time documentation and an optional monthly subscription. Level 1 Documentation ($1,999, one time) delivers a System Security Plan, Security Policies, an SPRS Affirmation Worksheet, and a Gap Assessment Report generated from your completed assessment. The Level 2 Self-Assessment Record ($3,000, one time) delivers a verifiable record of your own Level 2 self-assessment. Standing (monthly, charged monthly, cancel any time) keeps your record current and includes regeneration of your documentation from your then-current answers. The Gap Assessment Report is included with a completed assessment at no charge and involves no payment. Customers who purchased the earlier Standard or Bundle packages keep the terms they purchased under.

When delivery happens

Document generation begins when your payment completes, and documents are typically available in your account within hours. The System Security Plan additionally requires a short post-payment intake; it generates when you complete that intake. Because generation begins immediately at payment, the purchase is substantially delivered shortly after it is made.

Refund terms

Operator decision required. Set the core refund rule. The realistic options given near-immediate delivery: (1) no refunds once generation has completed, with non-delivery the only refund ground; (2) a satisfaction window (for example 14 days) during which a customer who cannot use the documents may request a full refund; (3) a review-based partial refund at DefendR's discretion. Option 2 is friendlier to a trust-first launch but is a real cost exposure; this is your call, not a default.

Operator decision required. Set the Standing treatment. Standing is charged monthly; decide whether a partial month is refundable on cancellation (the simple rule is no refund of the current month, with access continuing to the end of the paid period), and whether a refunded one-time purchase also ends Standing. Grandfathered Bundle customers hold a prepaid renewal with no time limit under the earlier terms; state whether that unclaimed renewal is refundable on request.

Non-delivery

If DefendR fails to generate your purchased documents and cannot remedy the failure within a reasonable period after you contact us, you receive a full refund of the affected purchase. Generation failures are monitored and DefendR will ordinarily reach out to you before you need to reach out to us.

What a refund does not cover

Refunds are not available for the Gap Assessment Report included with an assessment (no payment is involved), and a refund does not extend to outcomes outside the service: assessment results, contract awards, score acceptance, or any decision by a third party relying on your documentation are not refund grounds.

Operator decision required. Confirm the document-rights consequence of a refund: whether a refunded customer must stop using the generated documents, and whether their document verification links go dark. Verification links going dark on refund is the technically consistent choice (the record would show not verifiable), but it is a product decision to make explicitly.

How refunds are processed

Approved refunds are issued to the original payment method through Stripe, our payment processor. Refunds typically appear within 5 to 10 business days depending on your card issuer. To request a refund, write to hello@defendr.us from your account email with your organization name.

Contact

Project KOS LLC (doing business as DefendR), Virginia, United States. hello@defendr.us.