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This policy explains how cancellations, credits and refunds work for our cyber security engagements — professional, scoped services.
1. Nature of the service
Security engagements are delivered to order. Because each engagement reserves specialist consultant time and produces bespoke findings for a single client, completed work cannot be “returned” in the way a physical product can. The clauses below set out fair alternatives.
2. Before an engagement begins
If you cancel before testing has started, any advance payment is fully refundable, less any non-recoverable third-party costs (for example licensing or infrastructure) already incurred on your behalf.
3. During an engagement
If you cancel mid-engagement, you pay for the work completed and the consultant time reserved up to the cancellation date; the remaining balance is refunded. Any completed deliverables and interim findings are handed over to you.
4. Quality & retest
If a delivered report does not meet the agreed written scope, we will re-perform or complete the affected testing at no extra cost within the agreed retest window. A retest of confirmed findings is included as your primary remedy.
5. How to request
Send your request with your invoice number to the contact details on our homepage. We aim to respond within 3 business days.