Refund Policy
Last updated: 22 April 2026
We want you to be confident in your purchase. This policy explains when and how you can request a refund for an Avalw Shield license.
The simple version
Refund available: unactivated license, within 14 days
If you purchased a license and have not activated it on any device, you can request a full refund within 14 days of purchase. No questions asked.
No refund: activated license
Once a license key has been activated on any device, we cannot issue a refund. Activation is irreversible. This applies regardless of when the activation occurred.
Why we cannot refund activated licenses
Avalw Shield is a privacy and security product that runs entirely on your device. Once a license is activated:
- No remote control: Shield does not connect to any server. There is no backend, no API, no cloud service. We have no technical ability to deactivate, revoke, or disable a license remotely. Once activated, the software runs independently on your device forever.
- Security by design: The inability to remotely control or disable Shield is a fundamental security feature, not a limitation. If we could remotely revoke licenses, it would mean we have a backdoor into the software running on your computer, which would compromise the very privacy Shield is designed to protect.
- Irreversible activation: The license key is cryptographically bound to your device at the moment of activation. This binding cannot be undone, transferred, or reset from our side.
- Digital content consumed: Under consumer protection law in most jurisdictions, digital content that has been accessed, downloaded, or activated is considered "consumed," and the right of withdrawal is waived.
How to request a refund
If your license has not been activated and it has been less than 14 days since purchase:
- Email business@avalw.ai with your purchase email and license key
- We will verify the license has not been activated
- If confirmed, a full refund will be processed within 5-10 business days
Defective product guarantee
If your license does not work as described, is defective, or fails to function on a supported platform, we will either:
- Provide technical support to resolve the issue
- Replace the license at no cost
- Issue a full refund if the issue cannot be resolved
This guarantee applies regardless of whether the license has been activated. Product quality rights cannot be waived.
Legal framework by jurisdiction
Our refund policy is designed to comply with consumer protection laws worldwide. Below is a summary of the legal basis in major jurisdictions.
European Union
Under the EU Consumer Rights Directive 2011/83/EU, Article 16(m), consumers have a 14-day right of withdrawal for distance purchases. However, this right is waived when digital content has been fully performed (activated) and the consumer provided prior explicit consent acknowledging the loss of withdrawal rights.
United Kingdom
Under the Consumer Rights Act 2015, Section 24, consumers have 14 days to cancel distance contracts. Once digital content is downloaded or activated, the statutory cancellation right is automatically waived. Consumers retain rights to repair or replacement if the product is faulty or doesn't match description.
United States
There is no federal law mandating refunds for digital goods. Refund policies are determined by the seller and must be clearly disclosed before purchase. The FTC requires that products function as advertised. Individual states may require clear refund policy disclosure but do not mandate refunds for digital content.
Australia
Under the Australian Consumer Law (ACL), consumer guarantees apply to all goods including digital products. Products must be of acceptable quality, fit for purpose, and match their description. Refunds are required for defective or non-functional products regardless of activation status. However, "change of mind" refunds are not required for activated digital content.
Canada
There is no federal law requiring refunds for digital goods. Provincial consumer protection statutes vary. Businesses are not obligated to refund non-defective digital merchandise. Refund policies are largely merchant-determined, provided they are clearly disclosed.
Comparison with industry standards
Our policy aligns with or exceeds industry standards:
- Microsoft Store: 14-day refund window, max 2 hours of usage
- Apple App Store: Refunds within 90 days, evaluated case-by-case
- Steam: 14-day window, max 2 hours of playtime
- Avalw Shield: 14-day window, full refund if license is unactivated. No time limit on defect claims.
Purchase and activation are separate events
It is important to understand that purchasing and activating a license are two distinct actions:
- Purchase: You buy a license key. The key is reserved for you. You can request a refund at this stage.
- Activation: You enter the license key into the Avalw Shield application on your device. The key is cryptographically bound to your hardware. From this moment, the license is consumed and cannot be refunded.
We encourage all customers to test Avalw Shield using the free trial before purchasing a license. The trial provides full functionality for 30 minutes per session, allowing you to verify compatibility and functionality before committing to a purchase.
Contact
For refund requests or questions about this policy:
- Email: business@avalw.ai
- Typical response time: within 1 business day
Avalw reserves the right to update this refund policy. Changes will be posted on this page with an updated date.