Refund Policy

Last updated: April 28, 2026

This Refund Policy is issued by Vistoweb E.E., a private company registered in Greece (EUID: ELGEMI.153537403000, VAT: EL801286009), with registered address at 235 El. Venizelou Ave., P. Faliro 17563, Suite B9, 2nd Floor, Athens, Greece. It applies to all purchases of VistoShield subscriptions and the VistoShield Rescue one-time add-on.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee from the date of purchase, no questions asked, on both of the following:

  • Initial purchases of any VistoShield paid subscription (Pro or Max, monthly or annual)
  • The VistoShield Rescue one-time malware-cleanup add-on ($299)

If you are not satisfied with VistoShield for any reason within 30 days of your initial purchase, you are entitled to a full refund. You do not need to provide a justification.

2. How to Request a Refund

You can request a refund through either of the following channels:

  • Email us at [email protected] from the email address associated with your VistoShield account. Include your order number or Paddle invoice reference if available. We will acknowledge your request within 1 business day and forward it to Paddle for processing.
  • Use the Paddle buyer portal at paddle.net. Paddle, our Merchant of Record, provides a self-service portal where you can view all your transactions with VistoShield, download invoices, manage subscriptions, and submit refund requests directly. Use the email address you provided at checkout to look up your purchase.

Both channels result in the same outcome — the choice is yours. Paddle handles the actual refund processing on our behalf in either case.

3. Processing Time

Once a refund is approved, Paddle initiates the refund to your original payment method. Funds typically arrive within 5–10 business days, depending on your bank or card issuer. Some payment methods (e.g. PayPal) may settle faster.

Refunds are always issued to the original payment method used at checkout. We cannot redirect a refund to a different card, account, or beneficiary.

4. Refunds on Renewal Charges

VistoShield subscriptions renew automatically at the end of each billing period (monthly or annually, depending on your selection). The 30-day guarantee in section 1 applies to your initial purchase only; renewals are governed by the following separate rules:

  • Within 14 days of a renewal charge: you may request a full refund of that renewal, no questions asked. Your subscription will be cancelled and access will end at the refund date, or, at your choice, will continue until the end of the period you originally paid for.
  • After 14 days from a renewal charge: refunds are issued at our discretion on a case-by-case basis. Where a refund is granted in this window, it may be calculated on a pro-rata basis for the unused portion of the term.
  • You can cancel auto-renewal at any time from the VistoShield dashboard or through the Paddle buyer portal at paddle.net. Cancelling stops future renewals; it does not by itself trigger a refund of the most recent charge.

We send a renewal reminder by email at least 7 days before any annual renewal so you can cancel in advance if you do not wish to be billed again.

5. VistoShield Rescue (One-Time Add-On)

VistoShield Rescue is a one-time malware-cleanup service priced at $299 per site. The following refund rules apply:

  • Cleanup not possible: if our automated cleanup engine determines that the site cannot be cleaned (for example, due to server-level rootkits, hosting account compromise, or missing/invalid credentials that prevent access), a full refund is issued, regardless of how many days have passed since purchase.
  • 30-day guarantee: for any other reason, the standard 30-day money-back guarantee in section 1 applies. You may request a refund within 30 days of purchase, no questions asked.
  • Credentials not submitted within 72 hours: if you do not provide the access credentials required to perform the cleanup within 72 hours of purchase, the order is automatically cancelled and a full refund is issued.
  • 30-day re-infection guarantee: if your site is re-infected within 30 days of a successful cleanup, we will re-clean it at no additional charge. This guarantee is separate from, and does not extend, the 30-day refund window.

6. Paddle as Merchant of Record

All payments for VistoShield products are processed by Paddle.com Market Limited (“Paddle”), which acts as our authorised reseller and Merchant of Record for every transaction. This means that Paddle:

  • Sells VistoShield products to you on our behalf and is the contracting counter-party for the payment;
  • Issues the invoice and receipt for your purchase;
  • Calculates, collects and remits applicable VAT, GST or sales tax in your jurisdiction;
  • Processes refunds on our behalf when we approve them;
  • Provides first-tier customer support for billing, invoicing, payment-method and tax-related questions through the Paddle buyer portal at paddle.net.

For all product support (technical issues, account access, security findings), please continue to contact us directly at [email protected].

7. Chargebacks

Before disputing a charge with your bank or card issuer, please contact us first at [email protected] or through paddle.net. Almost every concern can be resolved more quickly through a refund than through a chargeback. Unwarranted chargebacks may result in suspension of the related VistoShield account.

8. Consumer Rights in the European Union

If you are a consumer resident in the European Union, you retain all mandatory consumer rights granted to you by EU law, including (where applicable) the 14-day statutory right of withdrawal for distance contracts under Directive 2011/83/EU. Our 30-day money-back guarantee is offered in addition to, and never as a substitute for, those mandatory rights.

By starting to use VistoShield (a digital service supplied immediately upon purchase), you expressly request immediate performance and acknowledge that the EU statutory withdrawal right ceases once the service has been fully performed. The 30-day money-back guarantee continues to apply regardless.

9. Changes to This Policy

We may update this Refund Policy from time to time. The “Last updated” date at the top of this page reflects the most recent version. Material changes that reduce the rights set out in this policy will not apply retroactively to purchases made before the change took effect.

10. Contact

For any refund-related question, contact us at:

Vistoweb E.E.
235 El. Venizelou Ave., P. Faliro 17563
Suite B9, 2nd Floor
Athens, Greece
EUID: ELGEMI.153537403000 • VAT: EL801286009