Refund, cancellation & return policy

NSO combines automated security compliance (CMMC / SPRS checks, device monitoring) with managed IT (workstation management, Microsoft 365 licensing, cloud desktops). Many of these carry immediate costs we cannot recover: compliance reports that have already been generated, licenses bought from Microsoft and its distributors, and technician time already spent. So refunds depend on what has been used.

• Cancel anytime. Cancelling stops billing from the next cycle. You keep access through the end of the period you've paid for. Cancelling partway through a period does not earn a refund.
• 7-day evaluation window. A full refund is available within 7 days of your first signup only if usage is minimal: fewer than 2 device checks run, no CMMC / SPRS compliance or affirmation report generated or exported, and no fixes started.
• Once an official compliance report has been generated, all software fees are non-refundable.

• Non-refundable once licenses are set up or a tenant migration starts, because the vendor's charges cannot be reversed.
• Cancellations take effect at the end of the current 30-day billing term.

• Pre-scheduled service hours and onboarding setup fees are refundable if cancelled at least 24 hours before the scheduled start.
• Completed engineering hours, onsite visits, emergency support ($195/hr) and network assessments already performed are non-refundable once delivered.

• Unopened hardware (firewalls, Wi-Fi access points, security keys) may be returned within 14 days of delivery, less a 15% restocking fee. You pay return shipping.
• Opened or damaged hardware cannot be returned or refunded.

• Duplicate charges and billing errors are always refunded in full.
• If scans fail or the service is unavailable for more than 3 days in a row because of a problem on our side, we credit the affected days to your next bill — or refund them if you are leaving.
• If a problem is on your side (asset not verified, firewall blocking the scanner, wrong details supplied), that is not a refundable failure, but we will help you fix it.

• The account is closed for breaking the Rules of engagement — for example, scanning systems you don't own or aren't authorized to test.
• Delivered work: completed scans, reports, exports and generated documents.

• Cancel yourself in the Customer portal, or contact NSO support with your company name, the charge date and amount.
• Every refund is reviewed and approved by NSO staff — none are paid automatically — so we can confirm device-check counts, report exports and licenses set up.
• Approved refunds go back to the original card through Stripe, usually within 5–10 business days.
• Please contact us before disputing a charge with your bank — it's faster, and a dispute pauses the account while it is reviewed.

Every sale, refund, cancellation and rejected payment is recorded in NSO's accounting ledger, and cancellations and approved refunds are sent to Bid Board and Manager so your status, device licenses and accounts update automatically. Nothing in this policy limits any rights you have under the law where you are located.