Last updated: 22 September 2026

This is a first draft pending solicitor review. See docs/legal-drafts/refund-policy.md in this repo for the full drafting notes.

This policy explains when and how you can get a refund on a GuardOn purchase. It works alongside our Terms and Conditions. If there's ever a conflict, the specific detail here on refunds takes priority for refund questions.

1. Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of purchase for a full refund, no reason needed.

• If your device hasn't been installed yet: full refund of everything you've paid, including any hardware cost.
• If installation has already happened at your request within the 14 days: we may deduct a reasonable amount reflecting the installation work carried out before you cancelled.
• The monitoring subscription itself doesn't start billing until device activation (see our Terms § 4), so if you cancel before activation there's no subscription charge to refund in the first place.

To cancel within this period, email info@guardon.io with your order details.

2. Vehicle turns out to be incompatible

If our installer determines at the point of installation that your vehicle isn't compatible with the product you ordered, you'll get a full refund of your hardware payment. This isn't limited to the 14-day window, since it's not something you could have known in advance if our compatibility checker indicated it should fit.

3. Warranty returns (after the 14-day window)

If your device develops a genuine fault within the 12-month warranty period (see Terms § 7), we'll repair or replace it at no cost. This is a repair/replacement remedy, not typically a cash refund, except where a repair or replacement isn't possible or reasonable, in which case we'll agree a fair resolution with you directly.

4. Subscription cancellations

You can cancel your monitoring subscription at any time by emailing info@guardon.io. Cancelling stops future billing from your next billing date. We don't refund the unused portion of a billing period already paid for, except where required by law (see § 1).

5. What isn't refundable

• Installation labour already carried out, once you've been told about and accepted the deduction described in § 1.
• Any custom accessories or extended warranty add-ons once fitted or activated, outside the 14-day window.

6. How refunds are paid

Approved refunds are issued to your original payment method within 7 working days of approval. Processing times after that depend on your bank or card provider.

7. Discretionary refunds

Outside the situations above, we may still offer a refund or goodwill gesture at our discretion. Get in touch and we'll take a look.

8. Contact us

Email: info@guardon.io

9. Changes to this policy

We may update this policy from time to time. The "Last updated" date above shows when it last changed. Changes don't affect orders placed before the update.