Refund Policy

Last Updated: May 2026

At Exarlo, we strive to deliver high-quality, actionable security intelligence. Due to the computational resources and specialized infrastructure required to perform our automated security assessments, our refund policy is strictly defined.

1. Eligible Refunds

We will issue a full refund under the following circumstances:

  • Technical Failure: If our automated scanning engine completely fails to execute the assessment due to an internal system error, and we are unable to deliver your report within 48 hours of payment.
  • Unreachable Target: If the submitted domain is entirely unreachable (e.g., DNS resolution failure, persistent timeouts) prior to the scan commencing, we may, at our discretion, cancel the scan and refund the payment.

2. Non-Refundable Scenarios

Refunds will not be issued in the following cases:

  • Change of Mind: Once a payment has been processed and a scan has been queued or completed, we cannot offer refunds for a change of mind.
  • Zero Findings: A lack of critical or high-severity vulnerabilities is a positive outcome. We do not offer refunds simply because your infrastructure is secure.
  • WAF Blocks: If your Web Application Firewall (WAF) or intrusion prevention system successfully blocks our scanners, resulting in limited findings, the service is still considered delivered.
  • Unauthorized Scanning: If we discover that you initiated a scan against a target you do not own or lack authorization to test, your account may be banned, and no refund will be provided.

3. How to Request a Refund

If you believe you meet the criteria for an eligible refund, please contact us within 7 days of your purchase date. Include your Paddle order ID (shown on the receipt emailed to you at checkout), the target domain, and a brief explanation of the issue.

Please send refund requests to support@exarlo.xyz. Approved refunds are returned to your original payment method by our Merchant of Record, Paddle, typically within 5–10 business days. You can also raise billing questions directly with Paddle via the link on your receipt.