"Refund and After-Sales Service Policy"

Last Updated: January 1, 2026
This policy applies to all products and services purchased through the [Digital Vault Sales Platform]. Users are advised to carefully read and understand this policy before making a purchase.

I. Description of Product and Service Types
This platform offers the following two main categories of products and services:
1. The Key Encrypted Storage Service (annual subscription, $699/year) is an encrypted data storage service licensed based on encryption keys.
2. The Super Firewall Service (Hardware + Security Services, USD 1,699/year) includes physical firewall hardware and accompanying continuous security services. Refund and after-sales policies vary by product; users are advised to pay close attention to these details.

II. Refund Policy for the Key Encrypted Storage Service (699/year)
1. Seven-Day Cooling-Off Period (Unused)
Within 7 days of the user’s payment, provided that all of the following conditions are met:
• The encryption key has not yet been activated;
• No data has been uploaded, encrypted, or stored;
Users can request to cancel their order and receive a full refund.

2. Services Already Used (Refunds Not Available)
If a user engages in any of the following actions during or after the cooling-off period:
• The encryption key has been activated;
• Uploaded, encrypted, or stored any data;
This shall be deemed to constitute actual use of the encrypted storage service.
Given the digital, irreversible, and security-sensitive nature of encrypted storage services, once the service has been used, the subscription service does not support refunds or partial refunds.

3. Technical Support (Does Not Constitute a Refund)
If users encounter technical issues while using the service, the platform will provide reasonable technical support, system repairs, or configuration assistance; however, such situations do not constitute grounds for a refund.

III. Refund Policy for the Super Firewall Service (1,699/year)
1. Not yet shipped
Before an order has been shipped, customers can request to cancel it and receive a full refund.

2. Shipped but unopened/unactivated
Within 7 days of the user’s payment, provided that all of the following conditions are met:
• The firewall device is in good condition, unopened, and unactivated,
Returns may be requested. Once confirmed:
• Equipment fees are refundable;
• Any shipping costs incurred are the responsibility of the user.

3. Opened or activated (refunds not available)
If the firewall device has been unpacked or installed, or if the security service has been activated, the service is deemed to have commenced:
• Fees for services that have already been activated are non-refundable;
• As a general rule, we do not accept returns for equipment that does not have any quality issues.

4. Taking Full Responsibility for Quality Issues
If the device has a confirmed hardware defect or a platform-recognized functional defect, users may request repairs or a replacement, and may negotiate a refund if necessary.

IV. Refund Methods and Timeframes
• Refunds will be issued via the original payment method to the original payment account;
• Refunds are typically processed within 7–14 business days;
• The actual time it takes for funds to be credited may vary depending on the payment provider.

V. After-Sales Service Principles
The platform's products are centered on data security and encryption protection. The platform will prioritize resolving issues through technical support, fixes, and configuration optimization rather than issuing direct refunds.

VI. Contact Us
If you have any questions about privacy protection, please contact us through the following methods:

電子郵件：infos@sesdvt.com