Refund Policy
Our commitment to customer satisfaction and transparent refund terms
Last updated: 4/1/2026
Billing & Refunds
AccessLens subscriptions can be purchased directly through our website or via AWS Marketplace for consolidated AWS billing. For AWS Marketplace subscriptions, refunds are also subject to AWS Marketplace policies. This policy applies to all AccessLens subscriptions.
7-Day Satisfaction Guarantee
Money-Back Guarantee
We're confident AccessLens will provide immediate value to your organization. If you're not completely satisfied within the first 7 days, we'll work with AWS to process a full refund.
✓ Full refund within 7 days of first subscription
✓ No questions asked policy
✓ Keep all generated reports and insights
What's Covered
- First-time subscribers to any AccessLens plan
- Subscriptions purchased directly or through AWS Marketplace
- Full subscription fee for the first billing period
- Both monthly and annual subscription plans
What's Not Covered
- Subscription renewals or subsequent billing periods
- Partial month refunds (except for service failures)
- Refunds requested after 7 days from initial subscription
- Accounts suspended for terms of service violations
Refund Request Process
How to Request a Refund
- Contact our support team at support@accesslens.net
- Provide your AWS account ID and AccessLens subscription details
- Brief reason for refund (optional, helps us improve our service)
- We'll initiate the refund within 2 business days
- Refund is processed according to standard timelines (5-10 business days)
Response Times
- • Initial Response: Within 4 hours
- • Refund Initiation: Within 2 business days
- • Payment Processing: 5-10 business days
- • Bank Processing: 3-5 business days
Required Information
- • AWS Account ID
- • AccessLens subscription start date
- • Contact email address
- • Reason for refund (optional)
Special Circumstances
Service Outages
If AccessLens experiences significant service outages that impact your ability to use the platform, you may be eligible for prorated refunds or service credits.
- Outages exceeding 24 hours: Prorated refund for affected period
- Multiple outages in a month: Additional service credits
- See our Service Level Agreement for details
Technical Issues
If technical issues prevent you from using AccessLens effectively, we'll work to resolve them quickly. If resolution isn't possible, refunds may be considered.
- Must report issues within 7 days of occurrence
- Allow our support team 5 business days to resolve
- Document impact on your security analysis workflow
Billing Errors
If you're charged incorrectly due to system errors or billing mistakes, we'll correct the issue immediately.
- Duplicate charges will be refunded in full
- Incorrect plan charges will be adjusted
- Contact support immediately upon discovering billing errors
Annual Subscriptions
Annual Plan Refunds
Annual subscriptions receive special consideration for refunds:
- • First 7 days: Full refund available
- • After 7 days: No refund, but can cancel renewal
- • Service failures: Prorated refunds regardless of timing
Contact Information
Refund Requests
Email: support@accesslens.net
Response Time: Within 24 hours
Billing Questions
Email: billing@accesslens.net
AWS Marketplace: AWS Support
Response Time: Within 24 hours
Important Notes
- Refund Terms: Refunds are processed through the same payment method used for the original purchase. For AWS Marketplace subscriptions, refunds are also subject to AWS Marketplace terms.
- Data Retention: After refund, your account data will be retained for 30 days in case you wish to resubscribe, then permanently deleted.
- Policy Changes: This refund policy may be updated with 30 days notice. Changes don't affect existing subscriptions during their current term.
This refund policy is part of your service agreement with AccessLens and is subject to our Terms of Service and Privacy Policy. For questions about this policy, contact support@accesslens.net.