aneo
Aneo B.V.

Refund Policy

This Refund Policy explains when Aneo B.V. may provide refunds for digital cybersecurity tools, documentation products, self-service purchases, subscriptions, and enterprise services purchased through aneo, the aneo website, or under an agreement with Aneo B.V. This policy has been effective since 15 March 2026.

Last updated: 24 June 2026

1. Scope

This policy applies to purchases from Aneo B.V. through https://www.aneo.io and related aneo product surfaces for aneo products and services, including Framework-Pro, IncidentAI, related onboarding, support, and professional services where applicable.

If a signed order form, subscription agreement, statement of work, or enterprise agreement includes different refund, cancellation, or termination terms, that signed document controls for the relevant purchase.

2. Digital products and generated output

Framework-Pro is a self-service digital product that helps users choose a security framework, map applicable controls, and generate cybersecurity policies and supporting documents.

Because Framework-Pro produces digital output that is generated, accessed, or downloaded shortly after purchase, purchases are generally non-refundable once the generated output has been created, accessed, exported, or downloaded.

Customers are responsible for reviewing the product description, pricing, included scope, and sample information before purchasing.

3. Technical delivery issues

If a technical issue prevents delivery of a paid Framework-Pro output or prevents access to a paid product feature, contact us promptly with the order details and a description of the issue.

Where we verify a delivery failure caused by aneo systems, we may re-enable access, regenerate the output, provide reasonable technical support, credit the purchase, or issue a refund depending on the circumstances.

4. IncidentAI and enterprise subscriptions

IncidentAI is an enterprise product. Access is provisioned by aneo after demo, onboarding, and customer setup rather than through direct public sign-up.

Refunds, cancellations, renewals, minimum terms, and payment obligations for IncidentAI are governed by the applicable order form, subscription agreement, or signed customer agreement. Unless that agreement states otherwise, fees already paid for an active enterprise subscription term are generally non-refundable.

Where a customer is allowed to cancel or not renew an enterprise subscription, cancellation normally stops future billing or renewal but does not automatically refund the current billing period or committed term unless the applicable agreement states otherwise.

5. Trials, beta access, and free access

Free trials, beta access, pilot access, or evaluation access may be changed, limited, suspended, or ended at any time unless a signed agreement states otherwise.

No refund is due for free access or for paid services that were not charged.

6. EU consumer withdrawal rights

aneo products are intended for business use. If you are a consumer located in the European Union, you may normally have a 14-day withdrawal right for online purchases. If mandatory consumer withdrawal rights apply to you under local law, those rights are not limited by this policy.

For digital content products such as Framework-Pro, the withdrawal right may not apply once delivery has begun with your prior consent and acknowledgment, to the extent allowed by applicable law.

For digital services or subscription services, by activating access and using the service immediately after purchase or provisioning, you acknowledge that service performance begins immediately. Any withdrawal or refund rights then depend on mandatory law and the applicable agreement.

7. Non-refundable items

Unless a signed agreement or mandatory law states otherwise, the following are generally non-refundable.

  • Generated Framework-Pro outputs that have been created, accessed, exported, or downloaded.
  • Enterprise subscription fees for an active committed term.
  • Professional services, onboarding, configuration, training, or custom work that has already been performed.
  • Taxes, payment processing fees, bank charges, currency conversion costs, or third-party charges that cannot be recovered.
  • Purchases affected by customer error, duplicate internal approval, change of mind, or misuse of the product.

8. How to request a refund

If you believe you are eligible for a refund under this policy, contact support@aneo.io, hello@aneo.io, or use the contact page as soon as possible. Include enough information for us to locate and assess the purchase.

Refund requests must be submitted within the applicable refund period described in this policy, in the applicable order form, or in the signed customer agreement.

  • Order number, invoice number, subscription identifier, or transaction reference.
  • Email address used for the purchase or account.
  • Product purchased and purchase date.
  • Description of the issue and any screenshots or error details.
  • Whether the generated output was created, accessed, exported, or downloaded.

9. Processing approved refunds

Approved refunds are normally returned to the original payment method where practical. Timing depends on the payment provider, bank, card network, and applicable financial controls.

A refund does not waive any other rights or obligations unless stated in writing by Aneo B.V.

10. Contact

Refund requests and billing questions can be sent to support@aneo.io or hello@aneo.io.

Website: https://www.aneo.io.

Postal address: Aneo B.V., Thomas Morelaan 104, 2135 WC Hoofddorp, Netherlands.