Refund policy

Effective Date: April 21, 2026

Version: 1.0

Last Updated: April 21, 2026

What This Means for You

At Edgewave LLC, we stand behind the quality of our digital cybersecurity services with a comprehensive 90-day money-back guarantee. Because all our services are delivered as one-time, single-session remote services, traditional “returns” don’t apply — but we’re committed to your complete satisfaction. If our service doesn’t meet your expectations, we’ll make it right or provide a full refund. This policy explains exactly how our guarantee works, when you can request a refund, and what steps to take if you’re not completely satisfied.

Table of Contents

  1. Definitions
  2. Our 90-Day Satisfaction Guarantee
  3. Eligibility for Refunds
  4. Service-Specific Refund Terms
  5. How to Request a Refund
  6. Refund Processing Timeline
  7. Non-Refundable Circumstances
  8. Satisfaction Resolution Process
  9. Customer Rights and Responsibilities
  10. Contact Information
  11. Dispute Resolution
  12. Policy Updates

1. Definitions

For purposes of this policy:

  • “Service Delivery” means the completion of the purchased digital service, including remote technical work, system scans, optimization, configuration, or recovery attempts.
  • “Purchase Date” is the date payment was successfully processed through our Shopify store at edgewavellc.com.
  • “Satisfaction” means the service met the described outcomes and performance standards outlined in the product description at the time of purchase.
  • “Business Days” refers to Monday through Friday, 9am–8pm EST, excluding U.S. federal holidays.
  • “Digital Services” encompasses all Edgewave products, which are delivered electronically via remote access — no physical goods are shipped.
  • “Service Session” means the scheduled, dedicated time (typically 45–120 minutes) during which an Edgewave technician remotely accesses your system to perform the purchased one-time service.

2. Our 90-Day Satisfaction Guarantee

2.1 Standard Guarantee Coverage

All Edgewave services include a 90-day money-back satisfaction guarantee from the date of purchase. This means:

  • You have 90 calendar days to evaluate whether our service met your expectations.
  • If you’re not completely satisfied with the results of the one-time session, you can request a full refund.
  • No questions asked — though we appreciate feedback to help us improve our services.
  • Refunds apply to the full purchase price paid for the service.

2.2 Guarantee Start Date

The 90-day guarantee period begins on your Purchase Date (when payment is processed), not when service delivery occurs.

2.3 What “Satisfaction” Means

We consider you satisfied when:

  • The service was delivered as described in the product listing.
  • Our technicians completed all included service components during the Service Session.
  • You experienced measurable improvements (for performance services) or received the described security configurations (for security services).
  • Any issues encountered were addressed through our support channels.

If any of these elements are missing, you qualify for our satisfaction guarantee.

3. Eligibility for Refunds

3.1 Who Qualifies for a Refund

You are eligible for a full refund if:

  • ✓ Your refund request is made within 90 days of purchase.
  • ✓ You purchased services directly from edgewavellc.com or our authorized Shopify store.
  • ✓ You can provide your order number or the email address used at checkout.
  • ✓ The service was delivered but did not meet the described outcomes.
  • ✓ You experienced technical issues preventing proper service delivery.
  • ✓ You were not satisfied with the quality or results of the service.

3.2 Services Purchased Through Third Parties

If you purchased Edgewave services through a third-party reseller, marketplace, or affiliate partner, refund requests must be directed to that seller in accordance with their refund policy. Edgewave can only process refunds for direct purchases made through our official Shopify store at edgewavellc.com.

3.3 Required Information for Processing

To process your refund efficiently, please provide:

  • Order number (found in your purchase confirmation email).
  • Email address used at checkout.
  • Brief description of why you’re requesting a refund (optional but helpful).
  • Date service was delivered (if applicable).

4. Service-Specific Refund Terms

4.1 Cloud Fortress – Ransomware Defense Shield ($199.99)

  • Standard Refund: Full refund within 90 days if you’re not satisfied with the protection setup provided during the one-time session.
  • 100% Ransomware Recovery Guarantee: This guarantee is separate from the 90-day satisfaction guarantee.
    • If ransomware successfully encrypts your files within 30 days of our completed service session, we will attempt decryption using our tools at no additional cost, OR provide a full refund of the $199.99 service fee.
  • Guarantee Requirements:
    • The customer must have followed all setup instructions and maintained the configured protections.
    • The customer must not have manually disabled the protections we installed.
    • The guarantee does not cover ransomware introduced by intentionally bypassing security measures after our service.

4.2 Complete Threat Elimination Package ($349.99)

  • Standard Refund: Full refund within 90 days if threats are not eliminated or system performance doesn’t improve after our service session.
  • 30-Day Re-Infection Guarantee: If the same threats return within 30 days after service delivery, we will:
    • Remove the threats again at no additional charge, OR
    • Provide a full refund if re-infection occurs despite proper system use.
  • Re-Infection Exclusions: The re-infection guarantee does not cover:
    • New malware infections from unsafe browsing or downloads after our service.
    • Threats introduced by installing pirated software or visiting malicious websites.
    • System compromise due to failure to follow our security recommendations.

4.3 Digital Fortress – Complete Identity Protection ($449.99)

  • Standard Refund: Full refund within 90 days if you are not satisfied with the identity protection setup service performed during the one-time session.
  • Service Nature: This is a one-time, single-session service to audit your identity exposure and configure third-party monitoring and protection tools. This service does not include ongoing or recurring monitoring by Edgewave.
  • Satisfaction Criteria:
    • Successful completion of the comprehensive identity audit.
    • Setup and configuration of monitoring tools as described.
    • Delivery of your personalized Identity Theft Action Plan.
  • Special Note: The 90-day guarantee applies to the setup service. Edgewave is not responsible for any third-party tool licensing costs or for new identity theft incidents occurring post-service.

4.4 Platinum Performance Restoration ($499.99)

  • Standard Refund: Full refund within 90 days if you don’t experience noticeable performance improvements after our optimization session.
  • Satisfaction Criteria:
    • Boot speed improvements as documented in your performance report.
    • Reduction in system freezes, crashes, or slowdowns.
    • Successful completion of all diagnostic checkpoints.
  • Special Note: If your system has underlying hardware failures (failing hard drive, insufficient RAM for your operating system), performance improvements may be limited. We’ll inform you of hardware issues during service and you can cancel for a full refund before we proceed with optimization.

4.5 Enterprise Security Command Center ($599.99)

  • Standard Refund: Full refund within 90 days if you are not satisfied with the security setup and configuration performed during the one-time session.
  • Service Nature: This is a one-time, single-session service to audit, harden, and configure security tools on your system. This service does not include ongoing or recurring monitoring by Edgewave.
  • Satisfaction Criteria:
    • Successful completion of the comprehensive security assessment.
    • Installation and configuration of security tools as described.
    • Delivery of your custom security action plan.
  • Special Note: The 90-day guarantee applies to the setup service performed. Edgewave is not responsible for new security breaches that occur after the session due to user actions (e.g., downloading malicious files, disabling configured protections).

4.6 Emergency Rescue & Data Recovery ($699.99)

Conditional Refund Structure: This service has unique pricing based on recovery success:

Outcome Amount Charged Refund Available
Successful Recovery (files retrieved and delivered) $699.99 Full refund within 90 days if dissatisfied with recovered files
Unsuccessful Recovery (data unrecoverable despite best efforts) $199.00 (reduced fee) Reduced fee is non-refundable but represents over 70% discount from full price
Service Not Started (customer cancels before technician begins work) $0.00 Full refund processed immediately

What “Unrecoverable” Means: Data is considered unrecoverable when:

  • Physical drive damage prevents data extraction despite advanced recovery tools.
  • Files were overwritten or corrupted beyond repair.
  • Drive suffered catastrophic failure (fire, water damage, severe physical trauma).
  • Our master technicians exhaust all available recovery methods.

Success Rate Transparency: Our average recovery rate is 87% of files. However, results depend heavily on the drive’s condition and how quickly you contact us.

Dissatisfaction Refunds: If we successfully recover your data but you’re unsatisfied with:

  • The completeness of recovered files
  • File quality or integrity
  • The recovery process or communication

You may request a full $699.99 refund within 90 days of service delivery.

5. How to Request a Refund

5.1 Refund Request Methods

You can request a refund through any of these channels:

Email (Recommended): Send your refund request to contact@edgewavellc.com

  • Subject Line: “Refund Request – [Your Order Number]”

Phone: Call us toll-free at (888) 929-3763

  • Business Hours: Monday–Friday, 9am–8pm EST

5.2 Information to Include

Please provide the following in your refund request:

  • Order Number (e.g., #EDGE-12345)
  • Email Address used at checkout
  • Service Purchased (e.g., “Cloud Fortress – Ransomware Defense Shield”)
  • Reason for Refund (optional but helps us improve):
    • Service didn’t meet expectations
    • Technical issues during delivery
    • Changed mind about service
    • Other (please specify)

5.3 Response Timeline

We acknowledge all refund requests within 24 business hours of receipt. You’ll receive:

  • Confirmation email that we received your request
  • Expected processing timeline
  • Any additional information needed to complete your refund

6. Refund Processing Timeline

6.1 Standard Processing Time

Step Timeline
Request Received Acknowledged within 24 business hours
Review and Approval 2–3 business days
Refund Initiated Within 5 business days of approval
Funds Return to Your Account 5–10 business days (varies by payment provider)

Total Expected Time: Most refunds are completed within 7–15 business days from initial request.

6.2 Payment Method-Specific Timelines

Refund speed depends on your original payment method:

  • Credit Card: 5–10 business days after refund is processed
  • Debit Card: 5–10 business days after refund is processed
  • PayPal: 3–5 business days after refund is processed
  • Shop Pay: 3–7 business days after refund is processed

Note: These timelines reflect processing by your financial institution, which is beyond Edgewave’s control.

6.3 Refund Confirmation

Once your refund is processed, you’ll receive:

  • Email confirmation with transaction details
  • Refund amount and destination account (last 4 digits)
  • Estimated date funds will appear in your account
  • Reference number for tracking purposes

7. Non-Refundable Circumstances

While we strive for maximum flexibility, certain situations are not eligible for refunds:

7.1 Services Fully Delivered and Accepted

  • ❌ No refund after 90 days: Refund requests received after the 90-day guarantee period expires cannot be honored.
  • ❌ Acknowledged satisfaction: If you provided written confirmation that you were satisfied with service results, subsequent refund requests may not be eligible.

7.2 Customer-Caused Issues

  • ❌ Failure to provide access: If we cannot complete service because you didn’t respond to our technicians or provide necessary system access within 30 days of purchase.
  • ❌ Incorrect information provided: If you provided inaccurate system details or incomplete information that prevented service delivery (we’ll work with you to resolve this first).
  • ❌ Customer modification: If you or another party modified, tampered with, or attempted repairs on your system after our service was delivered, affecting outcomes.

7.3 Violations of Terms of Service

  • ❌ Prohibited use: Services used in violation of our Acceptable Use Policy or Terms of Service are non-refundable.
  • ❌ Fraudulent requests: Repeated refund requests across multiple purchases may indicate abuse and will be investigated.

7.4 Third-Party Limitations

  • ❌ Hardware failures: If your system has hardware failures (failing hard drive, defective RAM) that prevent software-based improvements, we’ll inform you before proceeding. If you choose to continue service knowing hardware limits exist, refunds based on “service didn’t work” may not apply.
  • ❌ Internet connectivity: Services requiring remote access depend on stable internet connectivity. If service cannot be completed due to persistent connectivity issues on your end, refunds may be limited.

7.5 Emergency Service Reduced Fee

  • ❌ $199 reduced fee for unsuccessful data recovery: As outlined in Section 4.6, if data recovery is unsuccessful despite our best efforts, the $199 reduced fee is non-refundable. This fee covers our technicians’ time, diagnostic work, and recovery attempts.

8. Satisfaction Resolution Process

We want to make things right before processing a refund. Our goal is 100% customer satisfaction, which often means resolving issues rather than immediately refunding.

8.1 Resolution-First Approach

When you contact us with dissatisfaction, we will:

  1. Listen to Your Concerns: Understand exactly what didn’t meet your expectations.
  2. Investigate the Issue: Review service delivery logs, technician notes, and diagnostic results.
  3. Offer Solutions:
    • Re-perform the service at no additional charge.
    • Provide additional optimization or security measures.
    • Assign a senior technician for a second review.
    • Offer alternative services better suited to your needs.
  4. Quick Resolution Timeline: We aim to resolve satisfaction issues within 5 business days.

8.2 Your Right to Decline Resolution

You are never obligated to accept our resolution attempts. If you prefer an immediate refund rather than service adjustments, simply let us know and we’ll process your refund according to Section 6.

8.3 Escalation Path

If our initial resolution doesn’t satisfy you:

  • Request escalation to a Senior Support Manager.
  • Speak directly with our Technical Director.
  • We’ll exhaust all reasonable options before finalizing a refund.

9. Customer Rights and Responsibilities

9.1 Your Rights

As an Edgewave customer, you have the right to:

  • ✓ Request a full refund within 90 days if unsatisfied.
  • ✓ Receive clear explanations for any refund denials.
  • ✓ Speak with a supervisor or manager if dissatisfied with support.
  • ✓ Detailed records of service delivery and payment transactions.
  • ✓ Fair treatment and respectful communication throughout the refund process.
  • ✓ Dispute resolution through arbitration if disagreements arise (see Section 11).

9.2 Your Responsibilities

To ensure smooth refund processing, customers should:

  • ✓ Submit refund requests within the 90-day guarantee period.
  • ✓ Provide accurate order information and contact details.
  • ✓ Respond to our follow-up questions within 7 business days.
  • ✓ Allow us reasonable opportunity to resolve issues before requesting refunds.
  • ✓ Use services in accordance with our Terms of Service.

9.3 Communication Standards

We expect professional, respectful communication from all customers. While we understand frustration with technical issues:

  • Abusive, threatening, or harassing language toward our staff will not be tolerated.
  • We reserve the right to terminate service and the refund relationship with customers who violate communication standards.

10. Contact Information

10.1 Refund Support Team

For all refund inquiries, contact:

  • Email: contact@edgewavellc.com
  • Toll-Free Phone: (888) 929-3763
  • Business Hours: Monday–Friday, 9am–8pm EST

Mailing Address:

Edgewave LLC Attn: Refund Department 221 Vine Street, Apt 324 Columbus, OH 43215 United States

10.2 Expected Response Times

  • Email inquiries: Response within 24 business hours.
  • Phone calls during business hours: Average wait time under 5 minutes.
  • Refund request acknowledgment: Within 24 business hours.
  • Refund decision: Within 2–3 business days of receiving all necessary information.

10.3 After-Hours Requests

Refund requests submitted outside business hours (Monday–Friday, 9am–8pm EST) will be processed on the next business day.

11. Dispute Resolution

11.1 Informal Resolution

If you disagree with a refund decision, we encourage informal resolution:

  1. Contact our Support Manager: Email contact@edgewavellc.com with “DISPUTE – [Your Order Number]” in the subject line.
  2. Escalate to Management: Request review by our Customer Relations Director.
  3. 30-Day Resolution Window: We commit to good-faith efforts to resolve disputes within 30 days.

11.2 Formal Dispute Process

If informal resolution fails, disputes may be resolved through:

  • Mediation: Voluntary, non-binding mediation through a neutral third-party service.
  • Arbitration: Binding arbitration conducted in accordance with the American Arbitration Association (AAA) Commercial Arbitration Rules.

Arbitration shall take place in Columbus, Ohio, United States, and be governed by Ohio law.

11.3 Class Action Waiver

By purchasing Edgewave services, you agree to resolve disputes on an individual basis. You waive the right to participate in class action lawsuits, class-wide arbitration, or any consolidated proceeding against Edgewave LLC.

11.4 Governing Law

This Refund and Return Policy and all disputes arising from it are governed by the laws of the State of Ohio and applicable United States federal law.

12. Policy Updates

12.1 Right to Modify

Edgewave LLC reserves the right to modify this Refund and Return Policy at any time to reflect:

  • Changes in business practices or service offerings.
  • Updates to legal or regulatory requirements.
  • Improvements based on customer feedback.

12.2 Notice of Changes

When we make material changes to this policy:

  • The “Last Updated” date at the top will be revised.
  • Current customers may receive email notification.
  • A prominent notice may appear on edgewavellc.com.

12.3 Existing Purchases

Important: Refund requests for purchases made before a policy update will be governed by the policy in effect at the time of purchase, provided the request is made within the 90-day guarantee period.

12.4 Acceptance of Updates

Continued use of Edgewave services after policy updates constitutes acceptance of the revised terms.

Summary: Key Takeaways

Your satisfaction is guaranteed for 90 days:

  • Full refunds available within 90 days of purchase for most services.
  • Conditional pricing applies to Emergency Rescue & Data Recovery (reduced $199 fee if unsuccessful).
  • All services are one-time; no pro-rated refunds for subscriptions apply.

How to get a refund:

  • Email contact@edgewavellc.com or call (888) 929-3763.
  • Provide your order number and reason for refund.
  • Receive confirmation within 24 business hours.
  • Funds returned to original payment method in 7–15 business days.

We’ll try to fix issues first:

  • Before processing refunds, we offer to resolve problems.
  • You’re never required to accept resolution attempts.
  • Direct refund available if you prefer.

Questions? Contact our support team at (888) 929-3763 or contact@edgewavellc.com. Monday–Friday, 9am–8pm EST.

Edgewave LLC 221 Vine Street, Apt 324 Columbus, OH 43215 United States

📞 Phone: (888) 929-3763 📧 Email: contact@edgewavellc.com 🌐 Website: https://edgewavellc.com

This policy is effective as of April 21, 2026, and applies to all purchases made through the official Edgewave Shopify store at edgewavellc.com.

Legal Disclaimer: This Refund and Return Policy is provided for informational purposes and represents Edgewave LLC’s commitment to customer satisfaction. While designed to comply with applicable consumer protection laws, this policy should be reviewed by a licensed Ohio attorney before final implementation to ensure full legal compliance. Edgewave LLC maintains the right to make exceptions to this policy on a case-by-case basis at its sole discretion.