Refund and Cancellation Policy

Current review mode

Current public status: the publicly reviewable checkout is a $0 merchant-review flow. It does not charge a payment method, create an order for value, provision an evaluation, reset an account, or activate a subscription. Payment capture, paid account fulfillment, Vault Payout processing, Arena prizes, and Arena subscriptions remain disabled unless Black Vault posts and records a separately approved activation.

The prices and terms displayed in the public flow are provided for product and merchant review. Completing that flow does not create a paid order or entitlement.

Review before an activated payment

After commercial activation, checkout must display the selected product, quantity, classification fees, taxes, discounts, total, delivery method, and this policy before it requests payment information. You must affirmatively confirm the order and acknowledge that the purchase becomes nonrefundable once digital access is delivered or used, except as stated below or required by law.

When a purchase is final

An evaluation purchase is ordinarily final when account access or provider credentials are delivered, or when any order or trade is submitted—whichever occurs first. A reset purchase is ordinarily final when the reset is applied. Disliking results, breaching a rule, failing an evaluation, changing your mind after access, or not using delivered access does not by itself create a refund right.

Contact us before access

If you made an error, contact [email protected] immediately with your order number. If access has not been delivered or used, we may cancel and refund the order. Do not trade or apply a reset while a cancellation request is pending.

Eligible refund or remedy review

We will investigate a timely request involving a duplicate charge, an unauthorized transaction, failure to deliver purchased access, an incorrect product delivered, a material Black Vault-controlled service failure that prevented use, or a refund required by law. Depending on the facts, the remedy may be correction, replacement access, account time, reversal, or refund to the original payment method.

How to request review

Email [email protected] with your name, trader email, order number, purchase date, reason, and supporting evidence. Please submit requests promptly and no later than 14 calendar days after the charge unless law allows more time. We may verify identity and account activity. Approved refunds are returned to the original payment method; bank posting times vary.

Payment disputes

You do not waive any non-waivable right to dispute a charge. Contacting us first often resolves errors faster and preserves access while we investigate. See the Payment Dispute Policy for the evidence and response process.