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Refund & Return Policy

CustodyZero's refund and return terms for software products and hardware.

Last updated: May 30, 2026

This policy explains when refunds are available and how returns work. It forms part of our Terms of Service.

Early Access — Waitlist

Joining the CustodyZero early access waitlist is free. There is no charge and no refund applies. You may remove yourself from the waitlist at any time by emailing support@custodyzero.com.

Software Products

CustodyZero software is sold as one-time purchases per version. There is no subscription. When you buy a CustodyZero software product, you own that version — it works without recurring payment, and you receive updates to that version as they ship.

One-time digital purchases

Software is delivered immediately on purchase. Because delivery is complete the moment the product is made available in your account, one-time digital purchases are non-refundable after delivery.

Exception — technical failure: if a technical problem on our end prevents delivery, contact us at support@custodyzero.com within 48 hours of your purchase. We will re-deliver the product or issue a full refund, at your choice.

Version upgrades

When CustodyZero ships a new major version of a product you own, the upgrade is a separate purchase. Current-version owners receive a discount on the upgrade. Upgrades follow the same delivery and refund terms as initial purchases.

Hardware Products

30-day return window

Hardware may be returned within 30 days of delivery for a full refund, provided:

  • The hardware is in its original condition with all included accessories and packaging.
  • The return is initiated by emailing support@custodyzero.com with your order number.

We will provide a prepaid return shipping label. Once the hardware is received and inspected, we will issue a full refund within 5–10 business days to your original payment method.

After 30 days — defects and warranty

After the 30-day return window, hardware that fails due to a defect in materials or workmanship within the 12-month warranty period will be repaired or replaced at CustodyZero’s option, at no charge.

To initiate a warranty claim, contact support@custodyzero.com with:

  • Your order number or proof of purchase.
  • A description of the defect.
  • Photos or video showing the issue, where applicable.

The warranty does not cover:

  • Damage from misuse, drops, liquid exposure, or modifications.
  • Normal wear and cosmetic damage that does not affect function.
  • Products purchased from unauthorised resellers.

Billing Errors

If you believe you were charged incorrectly — for example, charged after a return or charged twice — contact us at support@custodyzero.com within 30 days of the charge. We will review the transaction and issue a correction within 5 business days if an error is confirmed.

Refund Method

All refunds are returned to the original payment method used at the time of purchase. We cannot issue refunds to a different card or bank account.

Contact

For refund and return requests: support@custodyzero.com

For billing disputes: support@custodyzero.com

We aim to respond to all requests within 1 business day.

CustodyZero is an operating brand of Plainsight Systems LLC. Postal address for refund-related correspondence:

Plainsight Systems LLC
11240 N 19th Ave, Suite 22 PMB 1072
Phoenix, AZ 85029-4825
USA