Univik® Research Labs - Refund & Cancellation Policy

Univik Research Labs has a commitment to providing technical excellence through the "Data Care" and Digital Forensics, and we want to ensure that our customers have a clear and concise set of criteria for requesting a refund. Below you will find our refund criteria.

"Try Before You Buy" Philosophy

We offer Free Trial Versions for all of our software to verify that they will meet your specific technical needs.

The Purpose: Trials allows the user to scan their data, preview any Forensic evidence and verify the integrity of the files before making a payment.
Recommendation: Users should use the Trial to validate results before purchasing. Per Company Policy, we do not offer Refunds for Software purchased without prior Evaluation via the Free Trial.

Eligibility for a Refund

We offer a 30-Day Money-Back Guarantee under the following specific technical conditions:

Software Malfunction: If you experience a software malfunction that could not be resolved by our Level-2 Technical Support team within 48 to 72 hours.
Duplicate Purchase: If you purchased the same license twice accidentally.
Incorrect Product: If you purchased the wrong software and have not yet activated the license key, then we can swap the product or issue a refund.

Circumstances Where Refunds Are Not Provided

You cannot receive a refund for any digital content or digital software provided by Univik in the following situations:

Failure to Provide Required Data for Troubleshooting: If you cannot provide the data required to investigate the issue at hand, your refund will not apply. For example, if you have software issues but will not upload the data file to the Univik server via FTP, we cannot guarantee that our technicians will be able to assist you with resolving the issues you are experiencing. However, Univik is always willing to sign a Non-Disclosure Agreement (NDA) to protect the confidentiality of your data.
Purchase Without Prior Evaluation: If you have not evaluated the software using the Free Demo Version prior to purchase, you cannot receive a refund of your purchase.
Successful Process Completion: Once we have successfully completed email forensics, backing up of your data, converting your data, migrating it, and any other processes we project will be successful, we do not provide refunds after those processes have been completed using Univik digital software.
Change of Mind: Once a Univik license has been redeemed and used, there is no refund option available regardless of how much time passes after using it.
Failure to Validate Compatibility: The buyer of any Univik product must verify that it meets all of their hardware and software needs, as well as testing out all of the features associated with trial versions, before making their purchase.
Limitations of Digital Forensics: The Univik Limited Warranty provides coverage only for the items that the purchaser legally has access to or can be bypassed through legal means (for example, only products identified as explicitly having the ability to decrypt source code are eligible to receive warranty coverage).

Univik is Not Responsible for:

Not providing data via FTP as assistance with trouble shooting through the NDA.
Not trying the free demo version before purchasing.
Refunding if the process was completed successfully.
Licenses used already by the customer.
Not meeting the system requirements and compatibility.
An email marked as “SPAM”, wrong email address, bounce-back.
Delays due to long weekends or slow network communications.
User error due to mis-purchasing, mis-installing, or purchasing the wrong tool.
Realizing the software wasn’t needed any longer because the project was complete.
Failing to access and decrypt data that isn’t explicitly listed as supported.
Misunderstandings about promotional materials. Contact Univik support for clarification.

Circumstances Where Refunds Are Not Provided

You cannot receive a refund for any digital content or digital software provided by Univik in the following situations:

Failure to Provide Required Data for Troubleshooting: If you cannot provide the data required to investigate the issue at hand, your refund will not apply. For example, if you have software issues but will not upload the data file to the Univik server via FTP, we cannot guarantee that our technicians will be able to assist you with resolving the issues you are experiencing. However, Univik is always willing to sign a Non-Disclosure Agreement (NDA) to protect the confidentiality of your data.
Purchase Without Prior Evaluation: If you have not evaluated the software using the Free Demo Version prior to purchase, you cannot receive a refund of your purchase.
Successful Process Completion: Once we have successfully completed email forensics, backing up of your data, converting your data, migrating it, and any other processes we project will be successful, we do not provide refunds after those processes have been completed using Univik digital software.
Change of Mind: Once a Univik license has been redeemed and used, there is no refund option available regardless of how much time passes after using it.
Failure to Validate Compatibility: The buyer of any Univik product must verify that it meets all of their hardware and software needs, as well as testing out all of the features associated with trial versions, before making their purchase.
Limitations of Digital Forensics: The Univik Limited Warranty provides coverage only for the items that the purchaser legally has access to or can be bypassed through legal means (for example, only products identified as explicitly having the ability to decrypt source code are eligible to receive warranty coverage).

The Refund Process

You cannot receive a refund for any digital content or digital software provided by Univik in the following situations:

To request a refund by email: Please send your refund request to support@univik.com, including your Order ID and a description of the issue you are having.
By Phone: Call +1 626 521 5559 and speak directly to a Customer Support Representative.
Technical Review: To evaluate how the software is performing, our Engineers may request log files or to conduct a remote session.
Approval: The request will be processed for payment back to the original payment method within 5–7 business days after it has been approved.

Cancellation of Services

For forensic consultancy service and subscription-based models.
Users can terminate subscriptions anytime from their user dashboard to avoid additional billing.
Users will not receive a refund for forensic consultancy or data erasure once the analysis process starts due to the high level of work involved in forensic consulting and data erasure.