Refund policy
Returns, Cancellations and Refunds Policy
This policy applies to orders placed with Clockwork Cyber by business customers only. By placing an order through our store, you confirm that you are purchasing in the course of business and not as a consumer.
Our primary products are professional services, including but not limited to:
- Cyber Essentials certification
- Cyber Essentials with support
- Cyber Essentials Plus preparation
- vulnerability scanning and PEN Testing
- consultancy and day-rate services
Because our services involve upfront administration, account setup, allocation of internal resource, and preparation work, all orders must be paid in advance.
1. Cancellations before work has commenced
An order may be cancelled for a full refund at any time before work has commenced.
For the purposes of this policy, work has commenced when we create the client account for the order.
Cancellation requests must be sent to support@clockworkcyber.co.uk.
2. Cancellations after work has commenced
Once work has commenced, all payments are non-refundable.
For the purposes of this policy, work has commenced when the client account has been created. From that point, the order cannot be cancelled for a refund, whether or not the service has been fully delivered.
This is because costs are incurred from the outset and cannot be recovered once the order has entered delivery.
3. Rescheduling and changes
Any request to reschedule, amend, or pause a service after work has commenced is entirely at Clockwork Cyber’s discretion.
Agreement to reschedule or amend a service does not create any right to a refund.
4. Non-use or delay by the customer
No refund will be given where:
- the customer fails to provide required information, access, or responses;
- the customer delays the project;
- the customer decides not to proceed after work has commenced; or
- the customer is unable to complete their side of the engagement.
Where appropriate, we may agree a revised delivery date or scope in writing, but this will be at our discretion.
5. Physical goods
If we later offer physical goods through our store, any applicable return rights for those goods will be set out on the relevant product page or in separate terms where appropriate.
Unless otherwise stated, physical goods may not be returned unless they are faulty, damaged, or supplied incorrectly.
6. Faults or issues
If you believe we have supplied the wrong service or there is an issue with your order, please contact support@clockworkcyber.co.uk as soon as possible so that we can review the matter.
7. Contact
For any cancellation or refund query, contact:
8. Legal rights
Nothing in this policy excludes any rights or remedies that cannot legally be excluded or limited.