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Refund and After-Sales Service Policy
Last Updated Date:2026年1月26日
This policy applies to all products and services purchased through [Digital Vault Sales Platform]. Users are requested to read and understand this policy carefully before purchase.
I. Description of product and service types
The Platform offers the following two main types of products and services:
- secret shieldEncrypted storage service (annual subscription,USD699/year)It is a digital subscription service and is based on a Secret Shield license.
- super firewallGatewayServices (Hardware) + security services.USD 1699/year) Includes physical firewall appliance and accompanying ongoing security services. Refund and after-sale rules vary for different products, please pay special attention to users.
Two,secret shieldEncrypted Storage Service (699/year) Refund rules
- Seven-day cooling-off period (unused)
From the date of acceptance by the user 7 days, if the following conditions are also met:
- The secret shield has not yet been activated;
- No data was uploaded, encrypted or stored;
Users can request to cancel their order and get Full refund。
- Used services (no refunds supported)
If the user has any of the following behaviors during or after the cooling off period:
- The secret shield has been activated;
- Any data has been uploaded, encrypted, and stored;
It is considered that the encrypted storage service has been actually used.
Given that encrypted storage services have Digitization, irreversibility and security sensitivity, once the service is in use, the subscription service willRefunds or partial refunds are not supported。
- Support for technical issues (not the same as a refund)
If the User encounters technical problems during use, the Platform will provide reasonable technical support, system repair or configuration assistance, but this circumstance does not constitute a basis for a refund.
- super firewallGatewayServices (1699/year) Refund rules
- goods not yet dispatched
Before the order has been shipped, the user may request to cancel the order and receive aFull refund。
- Shipped but unopened/unactivated
- After the user has signed for 7 days，
- Firewall equipment remains intact, unopened and inactive.
Returns may be requested. Upon confirmation:
- The cost of equipment is refundable;
- Logistics costs already incurred are borne by the user.
- Unpacked or activated (refunds not supported)
Service is considered to have begun if the firewall appliance has been unpacked, installed, or the security service has been activated:
- Activated service fees Refunds are not supported；
- In principle, we do not support the return of equipment without quality problems.
- Quality Underwriting
If the device has a confirmed hardware quality problem or a functional defect recognized by the platform, the user may apply for a repair, exchange or, if necessary, negotiate a refund.
IV. Methods and time limits for refunds
- Refunds will be credited back to the original payment account;
- General refunds will be made in 7-14 working days Completed within;
- Actual arrival time may vary depending on the payer.
V. Principles of after-sales service
The platform products are based onData security and encryption protectionAt its core, the platform willPrioritize technical support, remediation and configuration optimizationFix the problem, not just refund the money.