Refund Policy

1. Service Eligibility for Refunds

Refund eligibility varies by service type. Generally, refunds may be considered under the following circumstances:

• Service has not yet commenced and written cancellation is received within 48 hours of purchase
• CyberDef fails to deliver the agreed service within the contracted timeframe without reasonable cause
• A technical error resulted in a duplicate or incorrect charge
• The service delivered materially fails to meet the specifications outlined in the written service agreement

All refund requests are evaluated on a case-by-case basis. Submission of a refund request does not guarantee approval.

2. How to Submit a Refund Request

To initiate a refund request, please contact CyberDef in writing within the applicable timeframe:

• Email: austinwoodworth@cyberdef.it.com with subject line "Refund Request – [Your Name/Company]"
• Phone: 920-305-5010 (followed by written confirmation)

Your refund request must include:

• Your full name and company name
• Invoice or order number
• Date of purchase
• Service for which the refund is requested
• Detailed reason for the refund request
• Supporting documentation (if applicable)

3. Consulting Services

For consulting engagements (including Security Assessments, Incident Response Consulting, Vulnerability Scanning, and Compliance Readiness Consulting):

• Pre-Commencement Cancellation: If you cancel a consulting engagement in writing at least 72 hours before the scheduled start date, you are eligible for a full refund of any prepaid fees.
• Cancellation After Commencement: Once a consulting engagement has begun, fees for hours worked and resources expended are non-refundable. You may receive a partial refund for the unused portion of prepaid fees, less a 15% administrative fee.
• Completed Deliverables: No refund will be issued for consulting engagements where a final report or deliverable has been provided, regardless of whether recommendations were implemented.

4. Subscription and Managed Services

For recurring subscription-based services, including Managed Security Services, Threat Monitoring, and Security Awareness Training platforms:

• Monthly Subscriptions: You may cancel a monthly subscription at any time. Cancellations take effect at the end of the current billing period. No partial-month refunds are issued.
• Annual Subscriptions: Annual subscriptions cancelled within the first 14 days of the initial term may receive a prorated refund for unused months, less a 20% early termination fee. Cancellations after 14 days are non-refundable for the remainder of the annual term.
• Service Disruption: If CyberDef experiences a service disruption exceeding 72 consecutive hours due to factors within our control, affected clients may be eligible for a service credit equal to one month of the subscription fee.

5. Cancellation Procedures

To cancel any CyberDef service:

1. Submit a written cancellation request to austinwoodworth@cyberdef.it.com
2. Include your account information, service name, and requested cancellation date
3. CyberDef will confirm receipt of your cancellation request within two (2) business days
4. Upon confirmation, your service will be scheduled for cancellation per the applicable terms
5. You will receive a written confirmation of the cancellation and any applicable refund determination

6. Non-Refundable Services and Fees

The following are non-refundable under all circumstances:

• Completed security assessments, reports, or deliverables that have been provided to the client
• Custom security consulting work performed and documented
• Security awareness training that has been accessed or completed by users
• Setup, onboarding, or implementation fees
• Rush or expedited service fees
• Third-party tool licenses or subscriptions procured on your behalf
• Any services where the client has received the primary benefit of the engagement
• Administrative fees associated with processing refund requests

7. Completed Work Policy

CyberDef invests significant professional time and expertise in each engagement. Once work has been substantially completed and delivered — including security reports, vulnerability scan results, compliance gap analyses, or training content — that work is considered rendered and is non-refundable. This policy reflects the professional nature of cybersecurity consulting, where the value is delivered through expertise, time, and knowledge transfer.

8. Custom and Bespoke Services

Services that are customized, tailored, or developed specifically for your organization — including custom security policies, custom detection rules, custom training content, or bespoke consulting engagements — are non-refundable once work has commenced. A deposit may be required prior to beginning custom work, which is non-refundable after project initiation.

9. Chargebacks and Disputes

We strongly encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback with their financial institution. Initiating a chargeback without first attempting to resolve the dispute with CyberDef may result in termination of services, referral to collections, and potential legal action for services rendered. CyberDef maintains detailed records of all services provided and will provide documentation to financial institutions in response to chargeback disputes.

10. Fraud Prevention

CyberDef reserves the right to deny refund requests where there is evidence of fraudulent activity, abuse of the refund process, or repeated refund requests for the same or similar services. We reserve the right to terminate service and pursue legal remedies in cases of fraud or intentional misrepresentation.

11. Refund Review Process

Upon receipt of a refund request, CyberDef will:

1. Acknowledge receipt of your request within two (2) business days
2. Review the request against the terms of this policy and your service agreement
3. Request any additional information needed to evaluate the request
4. Provide a written decision within ten (10) business days of receiving all required information
5. If approved, process the refund within the timeframe specified below

12. Refund Timelines

Approved refunds are processed as follows:

• Credit Card Payments: Refunds to the original credit card typically appear within 5–10 business days, depending on your card issuer.
• ACH/Bank Transfer: Refunds via bank transfer are processed within 7–14 business days.
• Check Payments: Refund checks are mailed within 14 business days of approval.

CyberDef is not responsible for delays caused by financial institutions or payment processors.

13. Service Credits

In certain circumstances, CyberDef may offer service credits as an alternative to cash refunds. Service credits may be applied to future CyberDef services and are valid for twelve (12) months from the date of issuance. Service credits are non-transferable and have no cash value.

14. Client Responsibilities

To ensure smooth service delivery and avoid disputes, clients are responsible for:

• Providing accurate and complete information about their environment and requirements
• Granting necessary access and permissions for CyberDef to perform services
• Reviewing and responding to communications in a timely manner
• Reviewing deliverables and raising concerns within 10 business days of receipt
• Notifying CyberDef promptly of any dissatisfaction so that issues may be resolved

Failure to fulfill client responsibilities may result in ineligibility for refunds where service delivery was impacted by the client's lack of cooperation.

15. Contact Information

For refund requests, billing questions, or concerns about this policy, please contact: