Refund Policy

Effective 19 August 2026. Version 1.0.

The short version. If CrossExamine is not what you wanted, tell us within 14 days of your first payment and we refund it in full. You do not have to give a reason. Rights your own country gives you sit on top of this policy and are not reduced by it.

1. The 14-day guarantee

If you are unhappy with CrossExamine for any reason, ask within 14 days of your first payment and we will refund that payment in full. No reason required, no exit questionnaire, and having used the app in those 14 days does not disqualify you — trying it properly is the point.

This applies to your first payment on an account, whether monthly or annual.

2. Your statutory rights

This policy is offered in addition to the rights the law gives you, and nothing here removes or reduces them. Depending on where you live, those may include:

• South Africa. A 7-day cooling-off right for electronic transactions under section 44 of the Electronic Communications and Transactions Act 25 of 2002, and your rights under the Consumer Protection Act 68 of 2008.
• European Union and United Kingdom. A 14-day right of withdrawal on distance contracts. We do not ask you to waive it as a condition of getting immediate access.
• Anywhere else. Whatever mandatory consumer-protection rules apply where you live.

Where a statutory right gives you more than this policy does, the statutory right applies.

3. Free trials

Defender Max opens with a 5-day free trial, which runs at Defender daily allowances. A payment method is required to start it, but no payment is taken during the trial, so there is nothing to refund if you cancel before it ends.

If the trial converts and you did not intend it to, tell us within 14 days of that first charge and we refund it in full under section 1.

4. Renewals you did not mean to make

Subscriptions renew automatically, and we know a renewal can arrive forgotten.

If you are charged for a renewal and have not used the Service in that new billing period, tell us within 14 days of the charge and we refund it in full and cancel the subscription. This applies at any point in the life of your subscription, not only the first time.

5. Cancelling, which is not the same as a refund

Cancelling stops the next payment. It does not by itself refund the period you are in. When you cancel you keep your paid features until that period ends, then the account moves to the Free plan and your notes, saved objections and other content stay where they are.

If you want money back as well as a cancellation, say so — sections 1, 4 and 6 cover it.

6. When we refund outside the 14 days

We refund beyond the guarantee period where:

• you were charged in error, or charged twice;
• the Service was substantially unavailable for a meaningful part of the period you paid for;
• we materially reduced or withdrew a feature central to your plan, or discontinued the Service, during a period you had paid for — in which case we refund the unused portion;
• we closed your account for a reason that was not your breach of the Terms — again, the unused portion;
• the law where you live requires it.

Outside those cases we can still use our discretion. Ask, and explain the situation; we would rather sort it out than have an unhappy user.

7. What we do not refund

• The remainder of a period after the 14 days, where you simply changed your mind and have been using the Service — cancel instead, and you keep access to the end of the period.
• Repeated refunds by the same person: refunding, re-subscribing and refunding again is not what the guarantee is for, and we may decline a further request or decline to sell to that account again.
• Accounts closed for a serious breach of the Terms, such as abuse of other users or attempts to compromise the Service.
• Amounts already refunded to you by another route.

We never refuse a refund on the grounds that you used your daily allowances. A product you tried and disliked is exactly the case the guarantee exists for.

8. How to ask

Email support@agape-labs.co.za with the email address on the account and roughly when you were charged. That is all we need — no form, no reason, no phone call.

Because Paddle.com Market Ltd is the Merchant of Record for your purchase, you may also raise it with Paddle directly at paddle.net, using the receipt they emailed you. Either route works and reaches the same outcome.

9. How long it takes

We acknowledge a refund request within 2 business days and approve or explain within 5 business days. Approved refunds go back to the original payment method. Your bank or card issuer typically takes a further 5 to 10 business days to show it, which is outside our control.

Refunds are issued in the currency you were charged in. If your bank applied a foreign-exchange or foreign-transaction fee, that fee belongs to your bank and we cannot refund it.

10. Chargebacks

Please write to us before asking your bank to reverse a charge. A chargeback takes weeks, costs both sides a fee, and usually results in the account being suspended while it is investigated — whereas a refund request under this policy is answered in a few days. We have not built a policy this generous in order to argue about it.

11. Changes to this policy

We may update this policy, and the version that applies to a purchase is the one published when you made it. Material changes are notified by email to subscribers at least 30 days before they take effect. The effective date and version at the top of this page always reflect the current text.

Questions about any of this: support@agape-labs.co.za.