Refund Policy

This Refund Policy is an integral part of your licensing agreement with Suraxon. We urge you to review it carefully before you purchase, download, or install our software. The moment you initiate a download or installation, you implicitly accept all the conditions outlined here, forming a legally binding commitment between you and Suraxon.

In the event you mistakenly install Suraxon on an incompatible device, you will not receive a refund. However, we do allow you to transfer your license to a compatible device without additional charges. Please note that the time spent switching devices does not extend your subscription period.

Refund requests are strictly evaluated based on our confirmation that the software fails to perform the specific features advertised on suraxon.com. We do not issue refunds for missing features that were never promised or advertised on our site.

It is your sole responsibility to ensure device compatibility before making a purchase. Because a license is tied to a single device, we do not grant refunds for compatibility oversights. Additionally, we will not entertain refund claims related to poor audio recording quality, as this is typically caused by network connectivity issues or the device's own hardware limitations, rather than a defect in our software.

If you encounter legitimate technical issues, our dedicated support team will first attempt to resolve them. Only if our technical staff is unable to fix a verified software malfunction will you be eligible for a full refund, subject to the conditions listed below. Historically, most users find their issues fully resolved after contacting support.

Non-Refundable Circumstances

We cannot issue refunds for situations that fall outside of Suraxon's direct control. These include, but are not limited to, the following scenarios:

1. Refunds are exclusively available for your initial (first-time) Suraxon subscription.
2. A customer may only receive one refund in their lifetime. Any subsequent purchases or renewals are completely non-refundable.
3. As explicitly stated on our website, we only support specific operating systems (like Android). You will not be refunded if you attempt to install Suraxon on an unsupported OS.
4. Refund requests must be submitted directly by the original purchaser. Third-party requests will be denied.
5. We do not offer refunds or exchanges if you wish to switch to a different software package or plan after purchasing.
6. Losing or forgetting your password does not qualify you for a refund. While we will assist you in recovering your account after verifying your identity, no financial compensation will be provided for any resulting downtime.
7. If the target device loses connection to Suraxon due to factory resets, accidental app deletion, or network outages, we will gladly help you reinstall the software for the remainder of your license term. However, we do not refund the time lost during this disconnection.
8. Supplemental purchases, such as premium remote installation support, are final and entirely non-refundable once scheduled or rendered.
9. We bear no responsibility, and offer no refunds, for external factors. This includes: a lost or stolen target device, cellular carrier issues, internet disconnections, changing devices, OS updates, factory resets, refusing to follow our technical support instructions, or the device being confiscated by authorities.
10. Due to the sheer volume of new smartphones released, we cannot guarantee compatibility with unlisted or lesser-known brands. It is up to you to verify compatibility before buying. If the app does not work on an unverified brand, we will pause your subscription until you switch to a supported device, but we will not issue a refund.
11. "Buyer's remorse," changing your mind, accidental purchases, or simply choosing not to use the software are not valid grounds for a refund.
12. Lack of physical access to the target device prevents installation and is not an acceptable reason for a refund.
13. To even be considered, a refund request must not violate any of these rules and must be submitted within 7 days of the original transaction.
14. Any illegal use of the software, or violation of our Terms of Use, immediately voids your right to a refund.

Call Recording Limitations

Call recording is just one of the many features provided by Suraxon, and its failure to operate does not qualify you for a refund. Due to the vast number of smartphone manufacturers and changing OS restrictions, call recording may be limited on certain devices.

If you are experiencing issues with call recording, you must take the following steps:

1. Contact our live chat support to assist with adjusting the specific recording configurations on your dashboard.
2. Enable the native, in-built call recorder on the target device, which allows Suraxon to seamlessly sync those recorded files.
3. If the device lacks a native recorder, install a reputable third-party call recording application from the app store to handle the capture.

If you have exhausted these options and call recording remains non-functional, this is a limitation imposed by the device's operating system (such as recent API deprecations designed to block call recording), not a defect in Suraxon. Therefore, no refunds are issued under these circumstances.

How to Request a Refund

If you believe you meet all the eligibility criteria outlined above, please submit your formal request via email to contact@suraxon.com. We strictly do not process refund requests submitted through our Live Chat system.

Upon receiving your email, our team will conduct an investigation and provide a final decision within 15 business days. Please be aware that if a refund is approved, a 20% administrative deduction will be applied to the total amount to cover bank processing fees and operational costs.

Usage Restrictions

Suraxon is intended solely for monitoring minors under your guardianship or employees on company-owned devices with their clear consent. If we discover that our software has been deployed to secretly track an individual without their permission, your account will be instantly terminated, and you will permanently forfeit any right to a refund.