Commercial Policies

VaultNX Refund Policy

Published by Active Solutions  ·  Effective: 1 January 2026  ·  Governing Law: Sri Lanka
Jump to Part A: End-User Refunds Jump to Part B: Reseller Advance Fund Returns

This Refund Policy outlines the terms and procedures under which Active Solutions ("Company", "we", "us") evaluates, issues, or denies refunds for purchases of VaultNX software licenses and channel partner credit deposits. We operate in compliance with the Consumer Affairs Authority Act No. 9 of 2003 and the Electronic Transactions Act No. 19 of 2006 of Sri Lanka.

Try Before You Buy — 30-Day Free Trial:
To guarantee customer satisfaction, Active Solutions provides a fully functional, unrestricted 30-Day Free Trial of VaultNX without requiring credit card details. We expect all prospective users to thoroughly test VaultNX against their specific NAS hardware (Synology, QNAP, TrueNAS, Windows Server), SMB share permissions, and network latency prior to purchasing a commercial license.

Part A: End-User & Corporate Client Refund Policy

1. 14-Day Conditional Money-Back Guarantee

If you purchase a commercial license for VaultNX and encounter a verifiable technical fault, bug, or defect that prevents the core operation of the software on a supported Windows system, you may request a full refund within fourteen (14) calendar days of the initial purchase date, subject to the conditions below:

2. Non-Refundable Circumstances

EXCLUSIONS FROM REFUND ELIGIBILITY:

  • Forgotten Master Passwords or Data Loss: Under our zero-knowledge security architecture, Active Solutions is technically incapable of recovering or decrypting data if passwords or local vault headers are lost, damaged, or improperly altered. Inability to access data due to user credential loss is not a defect of the software and cannot be refunded.
  • Purchases Older than 14 Days: Refund requests submitted beyond 14 calendar days from the transaction date are strictly non-refundable.
  • Failure to Test with Free Trial: Incompatibilities with unsupported or non-standard third-party operating systems or hardware that could have been readily determined during the 30-Day Free Trial.
  • Terms of Service Violations: Any license terminated due to cracked keys, reverse engineering, unauthorized seat sharing, or contravention of the Computer Crimes Act No. 24 of 2007.

3. License Key Revocation & Deactivation Mechanism

Upon the authorization of any refund:

  1. The refunded license key(s) are immediately marked with status revoked in the licensing database (lic.vaultnx.com).
  2. The software's automatic background check-in protocol (lic_chk.php) immediately rejects periodic renewal tokens.
  3. The local VaultNX client on all activated machines reverts automatically to deactivated / read-only mode, and the user must uninstall the software.

4. Refund Processing & Remittance Timeline

All approved retail refunds are processed back to the original funding source (credit/debit card) via our integrated Sri Lankan payment gateway. Depending on your financial institution and payment network clearing schedules, funds typically appear on your statement within 5 to 10 banking business days.

Part B: Reseller & Partner Refund Policy

5. Reseller Advance Fund Holding Facility

Authorized Resellers and Partners operate using a pre-funded credit facility under which advance funds are transferred to Active Solutions, denominated and maintained strictly on a 1:1 basis in United States Dollars (USD).

6. Withdrawal and Refund of Unallocated Advance Funds

Advance Fund Return Mechanism:

Resellers may at any time request the return or withdrawal of unspent, unallocated advance balances held in their company name on account with Active Solutions, subject to the following rules:

  • Currency & Exchange Rates: Refunds of unallocated advance funds will be remitted in USD or in Sri Lankan Rupees (LKR) at the prevailing commercial bank exchange rate published on the date the transaction is processed by our clearing bank in Colombo.
  • Processing Period: Refund requests must be submitted in writing by the authorized partner signatory to billing@vaultnx.com and will be audited and processed within fourteen (14) business days.
  • Banking & Wire Fees: Outward bank wire transfer fees, intermediary SWIFT charges, and applicable statutory taxes or stamp duties will be deducted from the gross refund remittance.
  • Compliance Verification: All remittances are subject to standard Know-Your-Customer (KYC) and Anti-Money Laundering (AML) verifications mandated by the Central Bank of Sri Lanka.

7. Non-Refundable Nature of Issued Keys

Once an authorized partner generates a license key from their available credit balance via partner.vaultnx.com/issue.php and dispatches that key to an end-client, the transaction is deemed final and non-refundable against partner balances, except under the following strict condition:

8. Discount Reconciliation & Clawback

If an end-client purchase handled through a partner is refunded or charged back due to merchant dispute, any wholesale margins, referral bonuses, or volume discount calculations associated with that specific seat tier will be dynamically debited from the partner's ledger.

To submit a refund inquiry or claim under this policy:
Active Solutions — Billing & Finance Team
Email: billing@vaultnx.com
Web: www.vaultnx.com