Refund / Cancellation Policy

1. Overview

CYBER TEC ASSISTANTS LTD (Company Number: 17084590) is committed to customer satisfaction. This Refund and Cancellation Policy outlines the terms under which you may cancel services or request refunds for our one-time service packages.

Important: We sell one-time service packages, not subscriptions. All purchases are for project-based work with defined deliverables. This policy applies to all service packages (€100, €250, €300, €500).

2. Cancellation Rights

2.1 Cooling-Off Period (14 Days)

Under UK Consumer Contracts Regulations, you have the right to cancel your purchase within 14 days of order confirmation without giving any reason, provided that:

• You have not explicitly requested that work begin during the cooling-off period
• We have not completed the service delivery

If you request that we begin work during the 14-day cooling-off period, you acknowledge that you will lose your right to cancel once the service is fully performed.

2.2 Cancellation Before Work Begins

If you cancel before we commence work on your project:

• Full refund of payment made, minus a 10% administrative fee (minimum €10)
• Refund processed within 14 business days
• No questions asked, simple cancellation process

2.3 Cancellation After Work Begins

If you cancel after work has commenced but before completion:

• Refund calculated based on work completed vs. total scope
• You pay for: completed deliverables, hours worked, and non-refundable costs incurred
• Remaining balance refunded within 14 business days
• Detailed breakdown of work completed provided

2.4 Cancellation After Substantial Completion

Once a project is substantially complete (more than half of agreed milestones delivered):

• No refund available
• We will complete remaining deliverables as agreed
• Alternative: negotiate revised scope or early completion

2.5 Cancellation After Completion

Once all deliverables are completed and delivered:

• No refund available
• If you're unsatisfied, we will work with you to resolve issues at no additional charge
• Post-implementation support period still applies

3. Refund Eligibility

3.1 Eligible for Full Refund

• Cancellation within 14-day cooling-off period (before work begins)
• We fail to deliver services as agreed in the service agreement
• We breach material terms of the contract
• Services are fundamentally defective and cannot be remedied

3.2 Eligible for Partial Refund

• Cancellation after work begins but before substantial completion
• Mutual agreement to reduce scope or terminate early
• Force majeure events preventing completion (prorated refund)

3.3 NOT Eligible for Refund

• Change of mind after project is substantially complete
• Delays caused by customer (failure to provide information, access, or approvals)
• Customer breach of Terms & Conditions
• Dissatisfaction with results that meet agreed specifications
• Third-party costs already incurred on your behalf
• Completed and delivered services

4. Refund Process

4.1 How to Request a Refund

To request a refund or cancellation:

1. Send written notice via email or contact form (available on our Contact page)
2. Include: your name, order/invoice number, service package purchased, reason for refund
3. Provide any supporting documentation if applicable

4.2 Review Process

• Acknowledgment: We acknowledge receipt within 2 business days
• Review: We review your request and may request additional information
• Decision: We provide a decision within 5 business days
• Appeal: If denied, you may appeal with additional information

4.3 Refund Processing

Once a refund is approved:

• Refund processed within 14 business days
• Refunded to original payment method
• You receive confirmation email with refund details
• Bank processing may take additional 3-5 business days

4.4 Refund Calculation

For partial refunds, we calculate:

• Work completed: Hours worked × hourly rate equivalent
• Deliverables provided: Value of completed milestones
• Non-refundable costs: Third-party services, licenses purchased
• Administrative fee: 10% of total (if applicable)
• Refund amount: Total paid - (work completed + costs + fees)

5. Non-Refundable Items and Costs

The following are non-refundable under any circumstances:

5.1 Third-Party Costs

• Software licenses purchased on your behalf
• Third-party API or integration fees already paid
• Cloud hosting or infrastructure costs incurred
• Domain registration or SSL certificates

5.2 Completed Work

• Custom development work completed to your specifications
• Data migration work already performed
• Training sessions delivered
• Documentation created and provided
• Consulting hours already spent

5.3 Administrative Costs

• Initial discovery and scoping work
• Project setup and configuration
• Payment processing fees (typically 3-5% of transaction)

6. Service Guarantee

6.1 Quality Guarantee

We guarantee that services will be performed with reasonable skill and care. If deliverables do not meet agreed specifications, we will:

• Re-perform deficient work at no additional charge
• Provide corrections within agreed timeframe
• Work with you until deliverables meet specifications

This guarantee does not apply if issues arise from customer-provided information, scope changes, or factors outside our control.

6.2 Satisfaction Commitment

While we cannot guarantee specific business outcomes, we commit to:

• Clear communication throughout the project
• Regular progress updates and milestone reviews
• Opportunity to provide feedback and request adjustments
• Professional, responsive customer service

7. Dispute Resolution

7.1 Internal Resolution

If you're unsatisfied with a refund decision:

1. Request escalation to senior management
2. Provide detailed explanation of your concerns
3. We will conduct additional review within 7 business days
4. Final decision communicated in writing

7.2 Alternative Dispute Resolution

If internal resolution fails, you may:

• Request mediation through a neutral third party
• File a complaint with Trading Standards or Consumer Protection
• Pursue legal action through UK courts (see Terms & Conditions)

7.3 Chargeback Policy

We strongly encourage you to contact us before initiating a chargeback. Chargebacks:

• May result in suspension of services and access
• Incur additional administrative costs (which may be charged to you)
• Can be resolved more quickly through direct communication

If you initiate a chargeback, we will provide evidence of service delivery to your bank. Fraudulent chargebacks may result in legal action.

8. Special Circumstances

8.1 Force Majeure

If we cannot complete services due to force majeure (natural disasters, war, pandemics, etc.):

• We will notify you immediately
• Offer to reschedule or refund unused portion
• No penalty or fees for circumstances beyond our control

8.2 Customer-Caused Delays

If delays are caused by customer (failure to provide information, access, approvals):

• Project timeline extended accordingly
• No refund for delays you cause
• We may charge additional fees for extended project duration
• After 60 days of customer inactivity, we may terminate and retain payment

8.3 Scope Changes

If you request changes to agreed scope:

• We provide written quote for additional work
• Original package price remains unchanged
• Additional work billed separately
• No refund for original scope if you change requirements

9. Consumer Rights (UK)

This policy does not affect your statutory rights under UK consumer protection law, including:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Sale of Goods Act 1979 (as amended)

If you believe your consumer rights have been violated, you may contact:

• Citizens Advice Consumer Service: 0808 223 1133
• Trading Standards: Via your local council
• Financial Ombudsman: For payment disputes

10. Contact Information

For refund or cancellation requests, or questions about this policy:

CYBER TEC ASSISTANTS LTD
Company Number: 17084590
71-75 Shelton Street
Covent Garden
London, United Kingdom
WC2H 9JQ

Contact details available on our Contact page.

11. Policy Updates

We may update this policy from time to time. Material changes will be communicated via:

• Email notification to customers with active projects
• Website notice with updated "Last updated" date

Changes apply to purchases made after the effective date. Existing projects remain subject to the policy in effect at time of purchase.