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Refund Policy

Effective Date: June 16, 2026

This Refund Policy explains when refunds may or may not be available for purchases made through MyCyberScan.

By purchasing or using MyCyberScan, you agree to this Refund Policy, our Terms of Use, Privacy Policy, Cookie Policy, and Security Practices.

Nothing in this Refund Policy limits, excludes, restricts, or modifies any consumer rights, remedies, guarantees, or protections that cannot lawfully be excluded under applicable law, including the Australian Consumer Law.

Important Summary

MyCyberScan provides a digital scan and report service. We charge for the work involved in conducting the scan and preparing the report, not for a guaranteed result, takedown, removal, or specific finding.

Refunds may be available where required by law, where a verified duplicate payment occurred, or where MyCyberScan cannot provide the purchased service.

Refunds are generally not available for change of mind, disappointment with results, no significant findings, incorrect customer information, unauthorised requests, or expectations outside the stated service scope.

1. Nature of the Service

MyCyberScan provides a digital scan and report service designed to help identify potential online exposure and reputation-related risks.

Depending on the information submitted and the service purchased, this may include scanning selected online sources for potential exposed personal information, impersonation accounts, deepfakes, explicit content, identity-related risks, and other reputation-related online exposure.

MyCyberScan provides informational reporting only. We do not guarantee that any specific result, exposure, account, image, profile, listing, post, content item, database entry, search result, or risk will be found.

A report may identify relevant findings, limited findings, or no significant findings. This does not automatically mean the service was defective, incomplete, unsuccessful, or refundable.

2. No Guaranteed Findings or Outcomes

MyCyberScan does not sell guaranteed outcomes.

The service is based on the information submitted by the customer, available online sources, source accessibility, search methods, third-party platform behaviour, public availability, technical limitations, and the online information available at the time of the scan.

A customer is not entitled to a refund simply because:

  • no major exposure was found;
  • no impersonation account was found;
  • no explicit content was found;
  • no deepfake or image misuse was found;
  • the report did not reveal damaging or unexpected information;
  • the customer expected more results;
  • the customer disagrees with the relevance, seriousness, usefulness, or interpretation of the findings;
  • third-party websites, platforms, search engines, databases, or online sources did not display the information the customer expected; or
  • online content changed, disappeared, appeared, moved, or became inaccessible before, during, or after the scan.

This does not affect any rights or remedies that may apply under consumer protection laws.

3. No Takedown, Removal, Legal, HR, or Reputation Repair Service

Unless expressly stated otherwise in writing, MyCyberScan does not provide:

  • content removal;
  • account deletion;
  • platform contact or escalation;
  • takedown requests;
  • search result suppression;
  • legal representation;
  • legal advice;
  • employment advice;
  • HR advice;
  • crisis management;
  • reputation repair;
  • guaranteed prevention of future harm; or
  • guaranteed removal of online material.

A refund will generally not be provided because a customer expected MyCyberScan to remove content, contact third parties, suppress search results, repair reputation damage, or resolve issues after the report is delivered.

4. Payment

All payments are taken upfront before the scan begins.

Payments may be processed by Stripe or another payment processor used by MyCyberScan from time to time. MyCyberScan does not control third-party payment processing times, banking delays, card issuer delays, payment provider decisions, payment provider fees, or payment provider errors.

Prices are displayed in Australian dollars unless expressly stated otherwise.

GST is not charged unless expressly stated otherwise.

5. When Work Begins

Unless stated otherwise, MyCyberScan may begin processing an order after payment is received and the required scan information has been submitted.

Work may include reviewing the submitted information, checking order details, assessing the request, conducting searches, reviewing findings, preparing the report, generating the report file, and delivering the report.

Because the service involves digital work performed after purchase, refund availability may become more limited once work has started, subject always to applicable consumer protection laws.

6. Report Delivery

Reports are usually delivered by email as a PDF attachment to the email address submitted by the customer.

Our usual report delivery timeframe is within 1 to 24 hours after payment and receipt of the required scan information. This timeframe is an estimate only and is not a strict guarantee.

Delivery may take longer depending on factors including:

  • order volume;
  • request complexity;
  • operational capacity;
  • verification requirements;
  • incomplete or inaccurate customer information;
  • payment processing issues;
  • technical issues;
  • email filtering;
  • third-party platform restrictions;
  • source availability; or
  • circumstances outside MyCyberScan’s reasonable control.

If a scan requires additional time, MyCyberScan may contact the customer using the details provided.

7. When Refunds May Be Available

Subject to applicable law, refunds may be available where:

  • MyCyberScan cannot complete the purchased scan after accepting payment;
  • payment was received but no service was provided;
  • the customer was charged twice due to a verified duplicate transaction, system error, or payment processing error;
  • a refund or other remedy is required under applicable consumer protection law;
  • MyCyberScan materially failed to provide the service as described and the issue cannot reasonably be corrected; or
  • MyCyberScan determines, on a case-by-case basis, that a refund or other resolution is appropriate.

Where MyCyberScan cannot complete the scan at all, we may issue a refund after the issue has been reviewed and verified.

Where permitted by law, discretionary or goodwill refunds may exclude unrecoverable payment processing fees, transaction fees, payment provider fees, or third-party charges. This does not limit any refund or remedy that must be provided by law.

8. Duplicate Payments

If a customer is charged twice for the same service because of a verified duplicate transaction, system error, or payment processing error, MyCyberScan will refund the duplicate payment once the issue has been verified.

The time taken for the refund to appear in the customer’s account may depend on Stripe, the customer’s bank, card issuer, or payment provider.

9. When Refunds Are Generally Not Available

Subject to applicable law, refunds are generally not available where:

  • the customer changes their mind after purchase;
  • the customer no longer wants the service;
  • the scan has already started;
  • the report has already been completed;
  • the report has already been delivered;
  • the customer is unhappy with the results;
  • the report finds little, limited, or no harmful online exposure;
  • the customer expected different, broader, more serious, or more damaging findings;
  • the customer expected content removal, takedown services, legal services, HR advice, employment advice, reputation repair, crisis management, or another service not expressly offered by MyCyberScan;
  • the customer misunderstood the nature of the service despite the service being described on our website;
  • the customer provided incorrect, incomplete, misleading, unauthorised, or insufficient scan details;
  • the customer provided an incorrect or inaccessible email address;
  • the report was sent to the email address provided by the customer but was not seen because it went to spam, junk, promotions, quarantine, or another filtered inbox;
  • the customer failed to check, access, or maintain the email account they provided;
  • delay or non-receipt was caused by the customer, their email provider, their payment provider, technical filtering, incorrect information, third-party systems, or circumstances outside MyCyberScan’s reasonable control;
  • the customer breached our Terms of Use or any applicable policy;
  • the customer requested or used the service for unlawful, harmful, abusive, fraudulent, unauthorised, misleading, or deceptive purposes; or
  • the customer attempted to misuse, resell, alter, misrepresent, or redistribute a report.

10. Incorrect Email Addresses and Delivery Issues

Customers are responsible for providing a correct, accessible, and authorised email address.

If a report is sent to the email address submitted by the customer, MyCyberScan will generally treat the report as delivered.

If a customer provides an incorrect email address, MyCyberScan is not responsible for non-receipt caused by that error. A refund will generally not be provided in this situation.

Where reasonably possible, MyCyberScan may assist by re-sending the report to a corrected email address if:

  • the report is still retained by MyCyberScan;
  • the customer can verify their identity and order details;
  • re-sending the report does not create a privacy, security, legal, safety, misuse, or unauthorised disclosure concern; and
  • MyCyberScan considers re-sending appropriate in the circumstances.

If the report has already been deleted, is no longer available, or cannot safely be re-sent, MyCyberScan may be unable to re-send it.

For more information about how we handle submitted information, please read our Privacy Policy and Security Practices.

11. Customer Responsibility for Submitted Information

Customers are responsible for ensuring that all information submitted to MyCyberScan is accurate, lawful, authorised, complete, and suitable for the requested scan.

If a customer requests a scan involving another person, the customer is responsible for ensuring they have the required permission, authority, or lawful basis to request and receive that scan report.

Refunds will generally not be provided where a customer:

  • submits inaccurate or incomplete information;
  • submits information without proper permission or authority;
  • requests a scan involving another person without a lawful basis;
  • provides misleading details;
  • omits important information needed to perform the scan;
  • submits information that causes the scan to be delayed, limited, or unable to be completed; or
  • requests a scan in breach of our Terms of Use.

12. Refund Request Period

Refund requests should be submitted within 30 days of purchase.

Requests submitted after 30 days may be refused where permitted by law.

This 30-day period applies to MyCyberScan’s internal refund review process and discretionary refund requests. It does not limit any rights or remedies that cannot lawfully be excluded under applicable consumer protection laws.

13. How to Request a Refund

To request a refund, please contact us anytime or email us at official@mycyberscan.com.

Please include:

  • your full name;
  • your order number, if available;
  • the payment email address;
  • the scan submission email address, if different;
  • the date of purchase;
  • the reason for the refund request; and
  • any relevant supporting information.

MyCyberScan may request additional information to verify the order, the requester’s identity, payment details, delivery status, refund eligibility, or any suspected misuse or unauthorised request.

Failure to provide reasonably requested verification information may delay or prevent refund review.

14. Refund Review and Processing

Refund requests are reviewed after sufficient information has been received.

If a refund is approved, MyCyberScan will usually process the refund to the original payment method where reasonably possible.

The time taken for an approved refund to appear in the customer’s account depends on the payment processor, customer’s bank, card issuer, or payment provider. MyCyberScan does not control third-party refund processing times.

Approval of a refund in one situation does not require MyCyberScan to approve refunds in other situations.

15. Alternative Resolutions

Where appropriate, MyCyberScan may offer an alternative resolution instead of, or in addition to, a refund.

This may include:

  • re-sending a report;
  • correcting a delivery issue;
  • reviewing a verified technical issue;
  • clarifying the report;
  • correcting an administrative error; or
  • offering another reasonable resolution.

Alternative resolutions are considered case by case and do not create an automatic entitlement to the same resolution in future cases.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact MyCyberScan before filing a chargeback or payment dispute so we have a reasonable opportunity to review and resolve the issue.

MyCyberScan reserves the right to dispute chargebacks where the service was started, completed, or delivered, or where the refund claim appears false, misleading, fraudulent, abusive, or inconsistent with this Refund Policy.

Nothing in this section prevents a customer from exercising any rights they may have under applicable law or through their payment provider.

MyCyberScan may refuse future service to customers who submit fraudulent refund claims, misuse payment dispute systems, breach our Terms of Use, or engage in abusive, deceptive, unlawful, or harmful conduct.

17. Misuse, Fraud, and Breach of Terms

MyCyberScan may refuse a refund where we reasonably believe that the customer has:

  • breached our Terms of Use;
  • provided false, misleading, incomplete, inaccurate, or unauthorised information;
  • requested a scan without proper permission, authority, or lawful basis;
  • used or attempted to use MyCyberScan for unlawful, harmful, abusive, fraudulent, deceptive, or unauthorised purposes;
  • attempted to misuse, alter, resell, misrepresent, copy, publish, or redistribute a report;
  • attempted to use the service to harass, stalk, intimidate, exploit, defame, shame, dox, blackmail, or harm another person; or
  • engaged in conduct that creates a privacy, security, legal, reputational, operational, or safety risk.

MyCyberScan reserves the right to suspend, refuse, or terminate services where misuse, fraud, unlawful activity, or policy breach is suspected.

Where appropriate, MyCyberScan may report suspected fraud, misuse, illegal conduct, threats, or serious safety concerns to relevant authorities.

18. Third-Party Systems and Circumstances Outside Our Control

MyCyberScan is not responsible for delays, failures, non-receipt, technical issues, or service limitations caused by third-party systems or circumstances outside our reasonable control, including:

  • payment processor delays;
  • banking or card issuer delays;
  • email delivery filtering;
  • spam, junk, promotions, or quarantine filtering;
  • incorrect customer information;
  • inaccessible inboxes;
  • third-party platform restrictions;
  • search engine changes;
  • website downtime outside our reasonable control;
  • internet service issues;
  • external provider failures;
  • platform outages;
  • source availability changes; or
  • technical failures caused by external providers.

This does not limit any rights or remedies a customer may have under applicable consumer protection law.

19. Consumer Law Rights

Nothing in this Refund Policy is intended to exclude, restrict, or modify any rights, remedies, guarantees, or protections that cannot lawfully be excluded under applicable law, including the Australian Consumer Law.

Where a refund, remedy, replacement service, correction, compensation, or other resolution is required by law, MyCyberScan will comply with its legal obligations.

If there is any inconsistency between this Refund Policy and a non-excludable legal right, the non-excludable legal right will prevail to the extent of the inconsistency.

20. Changes to This Refund Policy

MyCyberScan may update this Refund Policy from time to time.

The updated version will be posted on our website with a revised effective date.

Customers should review this Refund Policy before purchasing or using our services.

Changes to this Refund Policy will not limit any non-excludable rights that applied at the time of purchase.

21. Contact

For questions about this Refund Policy or to request a refund review, please contact us anytime or email us at official@mycyberscan.com.

You can also access our other legal pages from the Legal Hub.