Refund Policy

Introduction

At CyberITEX, we are committed to providing high-quality cybersecurity services and solutions. We understand that there may be situations where a refund is warranted, and we have established this refund policy to address such circumstances.

This policy was last updated on March 14, 2025.

Service Subscriptions

For ongoing service subscriptions, including managed security services (MSSP), continuous monitoring, and other subscription-based services:

• Cancellation Within 14 Days: If you cancel your subscription within 14 days of the initial purchase and have not substantially utilized the service, you may be eligible for a full refund.
• Ongoing Subscriptions: For established subscriptions beyond the initial 14-day period, we do not provide refunds for the current billing period. However, you may cancel your subscription at any time to prevent future billing cycles.
• Annual Prepayments: For annual subscriptions paid in advance, a prorated refund may be considered for the unused portion, less a 10% administrative fee, at our discretion.

One-Time Services

For one-time services such as security audits, penetration testing, and consulting engagements:

• Before Service Delivery: If you cancel before we begin delivering the service, you may receive a full refund minus a 5% processing fee.
• Service In Progress: If you cancel after work has commenced but before completion, you may receive a partial refund based on the percentage of work completed, less any incurred costs.
• Completed Services: Once a service has been fully delivered, it is generally not eligible for a refund.

Software Licenses & Digital Products

For software licenses, tools, and other digital products sold through our platform:

• Unused Licenses: If you have not activated or used the software/product, you may be eligible for a full refund within 30 days of purchase.
• Activated Products: Once a license key has been activated or a digital product has been downloaded, it is generally not eligible for a refund unless there is a significant defect that renders the product unusable.

Service Level Agreement (SLA) Failures

If we fail to meet our guaranteed service levels as specified in your service agreement:

• Service Credits: Rather than refunds, we typically provide service credits for future use according to the terms in your specific SLA.
• Persistent Failures: In cases of repeated or severe SLA failures, partial refunds may be considered on a case-by-case basis.

Exclusions

Refunds will not generally be provided in the following circumstances:

• Service disruptions caused by factors outside our control (force majeure)
• Issues resulting from your failure to implement our security recommendations
• Services that have been fully delivered according to the agreed scope
• Failure to report issues within 30 days of service delivery
• Violations of our Terms of Service or Acceptable Use Policy

How to Request a Refund

To request a refund, please contact our customer support team at billing@cyberitex.com with the following information:

• Your full name and contact information
• Order/invoice number or subscription details
• Date of purchase
• Reason for the refund request
• Any relevant documentation or evidence

We will review your request and respond within 5 business days. If approved, refunds will be processed using the original payment method, typically within 10-14 business days.

Dispute Resolution

If you disagree with our refund decision, please contact our customer service department to escalate your concern. We aim to resolve all disputes fairly and in accordance with this policy and applicable consumer protection laws.

Policy Modifications

We may modify this refund policy at any time. Changes will be effective upon posting to our website, with the"last updated" date revised accordingly. The policy in effect at the time of your purchase will apply to your transaction.

Contact Us

If you have any questions about our refund policy, please contact us: