Refund policy: what's covered and what's not
Before you buy Avalw Shield, you should know exactly what happens if you change your mind, if something doesn't work, or if you just want your money back. Here's the full picture, written in plain language.
Full refund: unactivated license, within 14 days
If you purchased a license and have not activated it on any device, you can request a full refund within 14 days of purchase. No questions asked. Email business@avalw.ai with your purchase email and license key.
No refund: activated license
Once a license has been activated on a device, we cannot issue a refund. This applies regardless of when the activation happened.
Why can't activated licenses be refunded?
This is the question we get most often, so we want to explain it clearly.
Avalw Shield runs entirely on your device. There is no server, no cloud, no backend. When you activate a license, it binds cryptographically to your hardware. From that moment, the software works independently, forever, without needing to connect to anything.
This means we have no way to remotely deactivate, revoke, or disable a license after activation. We literally cannot turn it off. And that's intentional. If we could remotely control the software on your computer, it would be a backdoor, which is exactly what a privacy product should never have.
So the reason is simple: once activated, the license is consumed. We can't take it back because we have no access to your device. And we don't want access to your device, because that's the whole point of Shield.
Purchasing and activating are two different things
This is important to understand:
- Purchase means you buy a license key. The key sits in your account. You can refund at this stage.
- Activation means you enter the key into the Shield app on your device. The key is bound to your hardware. No refund from this point.
You control when and whether you activate. Nobody forces you. And we always recommend trying the free trial first.
Try before you buy
Avalw Shield has a free trial with full functionality (30 minutes per session). This lets you test everything: Away Lock, Shoulder Guard, face enrollment, all settings. If it works for you, buy a license. If it doesn't, you haven't spent anything.
What if the product is defective?
If Shield doesn't work as described, crashes on a supported platform, or has a technical defect, we will:
- Provide technical support to resolve the issue
- Replace your license at no cost if needed
- Issue a full refund if the problem cannot be fixed
This applies even if the license has been activated. Product quality guarantees are not affected by activation status. If the product is broken, we fix it or refund it.
How we compare to others
| Store | Refund window | Condition |
|---|---|---|
| Microsoft Store | 14 days | Max 2 hours of usage |
| Apple App Store | 90 days | Case by case review |
| Steam | 14 days | Max 2 hours of playtime |
| Avalw Shield | 14 days | Full refund if unactivated. No limit on defect claims. |
Your rights by country
Our policy meets or exceeds consumer protection requirements in all major jurisdictions.
European Union
Under the EU Consumer Rights Directive (2011/83/EU, Article 16m), consumers have 14 days to withdraw from distance purchases. This right is waived once digital content has been fully performed (activated) with the consumer's prior explicit consent.
United Kingdom
Under the Consumer Rights Act 2015, consumers have 14 days to cancel distance contracts. The cancellation right ends once digital content is activated. Rights to repair or replacement for faulty products remain unaffected.
United States
No federal law mandates refunds for digital goods. The FTC requires products to function as advertised. Our 14-day unactivated refund exceeds the legal minimum.
Australia
Under Australian Consumer Law, products must be of acceptable quality and fit for purpose. Refunds are required for defective products regardless of activation. "Change of mind" refunds are not required for activated digital content.
Canada
No federal law requires refunds for digital goods. Provincial consumer protection statutes vary. Our policy meets or exceeds all provincial requirements.
How to request a refund
Steps
- Send an email to business@avalw.ai
- Include your account email and the license key
- We verify the license has not been activated
- If confirmed, a full refund is processed within 5-10 business days
For the full legal text of our refund policy, see shield.avalw.ai/refund.html