Refund Policy

Overview

Overview

This policy sets out the conditions under which refunds are issued for Cyberlord's cybersecurity services. It applies to penetration testing, vulnerability assessment, security audits, and initial consulting engagements. Refunds are calculated by how far an engagement has progressed, so the practical question is always which work has been completed at the point of cancellation. The sections below describe the position before work begins, during planning, during active testing, after the report is delivered, and for specific service types.

Before Work Begins

Cancel before any work starts and you receive a full refund of payments made, less administrative fees capped at 5% of the total. No notice period applies at this stage, and for scheduled testing seven days notice is required to keep full refund eligibility. Written notice to legal@cyberlords.io is what starts the process: cancellation becomes effective when that notice is received, not when it is sent, which is worth factoring in if you are working to a deadline.

During Planning and Testing

Cancel during initial planning and scoping, before active testing begins, and you receive 75%, with 25% retained for planning work already completed. Once active testing has begun but before the final report is delivered, refunds are calculated on work completed and you are refunded for work not yet performed. During a live engagement, 48 hours notice is preferred so testing can be stopped cleanly. Penetration testing also has its own line: full refund before the kick-off meeting, partial after scoping but before active testing, and none after testing is complete.

After the Report and Quality Claims

Once the final report and remediation recommendations are delivered, the primary deliverable has been provided and no refund is issued as a matter of course. The exception is a quality claim: if you can demonstrate that the work did not meet industry standards or the scope set out in the Service Agreement, you may be eligible for a partial refund even after delivery. Claims must be submitted within 14 days of receiving the final report, so raise a concern promptly rather than after the window has closed.

Non-Refundable Costs

Some costs are non-refundable at any stage: third-party tools, licences, or services purchased specifically for your engagement; travel where on-site work was performed; rush fees for expedited delivery; emergency incident response; and work under ongoing retainer contracts, which follow separate terms. Consulting is calculated hourly for unused hours with a four hour minimum fee. Training programmes have their own schedule: full refund at 30 or more days notice, 50% at 14 to 29 days, and none under 14 days.

Requesting a Refund and Processing Times

Send a written request to legal@cyberlords.io with the subject line Refund Request followed by your engagement ID, and include the ID, the reason, and any supporting documentation. Requests are reviewed within five business days and a decision is notified within seven. Approved refunds are processed within ten business days, and banks typically add a further five to ten business days before funds appear. Refunds return by the original payment method, or by an alternative arrangement where that method is no longer available.

Cancellation by Cyberlord, Special Cases, and Disputes

Cyberlord may cancel an engagement where the client fails to provide required authorization, fails to pay as agreed, requests illegal or unethical activity, or where testing would pose unreasonable risk to systems; in those cases payments are refunded in full. Where services cannot be completed through force majeure, or the requested testing cannot be performed safely or effectively, you are refunded for work not completed. If you have a billing concern, contact us before raising a chargeback with your payment provider.