Refund Policy

At SafeJAM Ltd, we strive to provide the best possible experience with our service. However, we understand that there may be circumstances where a refund is necessary. This Refund Policy outlines the conditions under which you may be eligible for a refund, the process for requesting a refund, and instances where refunds will not be issued.

1. Eligibility for Refunds

You may be eligible for a refund if you encounter technical issues that prevent you from using the service as intended. This includes but is not limited to the following conditions:

  • Service Not Functioning as Promised: If the service is not functioning as described, including any errors displayed on the website or from AWS Appstream, you may be eligible for a refund.
  • Unable to Connect to the remote session: If you are unable to connect to the remote session due to technical issues on our end, despite meeting the technical requirements, a refund may be issued.
  • Unable to Connect to the Internet from the remote session: If you can connect to the remote session but cannot access the internet due to service-related issues, a refund may be considered.

Please note that eligibility for a refund will be assessed on a case-by-case basis, taking into consideration the nature of the issue and whether our support team can resolve it within a reasonable timeframe.

2. Refund Process

If you believe you are eligible for a refund based on the conditions outlined above, you can request a refund by logging a support ticket through our website contact form.

  • Request Submission: You must provide a detailed description of the issue, including any error messages you received and the steps you took to troubleshoot the problem.
  • Support Resolution: Our support team will work with you to resolve the issue. If the problem cannot be resolved, we will process your refund request.
  • Refund Processing Time: Once a refund has been approved, it may take up to 5 business days for the refund to be issued and credited to your original payment method.

We aim to resolve all refund requests promptly, but processing times may vary depending on the complexity of the issue and the payment provider.

3. Non-Refundable Circumstances

Refunds will not be issued in the following circumstances:

  • Misuse of the Service: Refunds will not be provided if the service has been misused or used in violation of our Terms of Service. This includes attempts to bypass any security controls, launch unauthorised applications, engage in illegal activities, or share account credentials with unauthorised users.
  • Slow Running Sessions: While we aim to provide high-performance browsing sessions, refunds will not be issued for slow-running sessions that are due to local network issues or other factors beyond our control, such as poor internet connectivity.
  • Failure to Meet System Requirements: Refunds will not be provided if the user’s device does not meet the technical requirements for connecting to our service, including unsupported client software and browsers, outdated hardware or insufficient display resolution.
  • Application Issues: No refund will be provided due to issues relating to the software provided in the remote session. Our service is to provide and support the remote session, not the software deployed within the remote session.
  • User-Resolved Issues: If the issue is resolved by the user without our involvement or support, and the service is deemed to be functioning as intended, no refund will be provided.

We encourage all users to review our system requirements and use the service as intended to avoid issues that may result in non-refundable circumstances.

4. Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services or legal obligations. Any changes will be posted on this page, and we encourage users to review this policy periodically.

5. Contact Us

If you have any questions or concerns about this Refund Policy, please contact our support team through our website contact form. We are here to assist you and ensure you have the best possible experience with our service.