VaultNX Dispute & Chargeback Policy

Part A: End-User Disputes & Chargeback Guidelines

1. Tier 1: Mandatory Informal Resolution Procedure

Prior to initiating any formal dispute, chargeback, or claim with an issuing bank, credit card scheme (Visa, Mastercard), or our Sri Lankan payment processor, you agree to engage in the following informal resolution procedure:

1. Written Notice: Send an email detailing the dispute to billing@vaultnx.com including your name, order/transaction ID, registered email address, and a clear description of the issue.
2. Good-Faith Resolution Period: You agree to allow Active Solutions thirty (30) business days from the receipt of written notice to investigate, clarify billing records, offer technical mitigation, or authorize a refund under our Refund Policy.

2. Payment Gateway & Card Chargebacks

In the event that a payment dispute or chargeback is submitted via our Sri Lankan payment processor, Active Solutions will defend legitimate transactions in full accordance with card brand rules. As proof of delivery and performance under the Electronic Transactions Act No. 19 of 2006, Active Solutions routinely provides:

• Electronic SMTP email dispatch logs confirming transmission of the license key and PDF certificate from mail.vaultnx.com;
• Cryptographic activation timestamp records, machine hardware UUIDs, and network IP addresses captured during client activation on lic.vaultnx.com;
• Periodic check-in logs recorded in license_server.log demonstrating active software utilization.

3. Consequences of Unjustified Chargebacks ("Friendly Fraud")

4. Governing Law & Judicial Jurisdiction

Part A of this Dispute Policy is governed by and construed in accordance with the substantive laws of the Democratic Socialist Republic of Sri Lanka. Any formal legal proceeding arising from an unresolved retail dispute shall be subject to the exclusive jurisdiction of the competent courts of Colombo, Sri Lanka.

Part B: Reseller & Commercial Dispute Policy

5. Scope of Commercial Disputes

Part B governs all controversies, accounting disputes, and contractual claims arising between Active Solutions and authorized Channel Partners, Resellers, or Distributors participating in the VaultNX Partner Program on partner.vaultnx.com.

6. Advance USD Balance & Ledger Reconciliation Window

7. End-Client Dispute Indemnification

Resellers act as independent contractors and are solely responsible for their commercial representations, billing collection, and technical configurations delivered to their end-clients. The Reseller expressly agrees to indemnify, defend, and hold harmless Active Solutions, its directors, officers, and technical personnel from any claim, damage, fine, or legal expense resulting from:

• Misrepresentation of VaultNX capabilities, system requirements, or zero-knowledge recovery limitations;
• Unauthorized warranties or guarantees made by the Reseller to an end-client;
• Failure by the Reseller to remit collected client fees or deliver valid license keys.

8. Binding Commercial Arbitration in Colombo, Sri Lanka

Any dispute, controversy, or claim arising out of or in connection with the Reseller Agreement, including any question regarding its existence, validity, interpretation, breach, or termination, shall be referred to and finally resolved by binding arbitration in Colombo, Sri Lanka in accordance with the Arbitration Act No. 11 of 1995 of Sri Lanka:

• Tribunal: The arbitral tribunal shall consist of a sole arbitrator mutually appointed by both parties. If the parties fail to agree within twenty-one (21) days, the arbitrator shall be appointed by the Sri Lanka National Arbitration Centre (SLNAC) or ICLP Arbitration Centre.
• Language & Seat: The seat of arbitration shall be Colombo, Sri Lanka. The proceedings shall be conducted entirely in the English language.
• Enforceability: The arbitral award shall be final, binding, and conclusive upon both parties, and judgment on the award may be entered and enforced in the Commercial High Court of Sri Lanka or any court of competent international jurisdiction.