Refund and Cancellation Policy
What happens if an engagement is postponed, cut short, or cancelled, by you or by us.
1. Scope
This policy describes the general approach of Cyber Cache LTD, trading as CyberCache (the Company), to cancellation, rescheduling and refunds for B2B services. Specific conditions must be communicated and agreed in writing before an engagement begins. The signed Proposal, Statement of Work or other engagement agreement governs, subject to applicable law.
2. Reserved capacity
Engagement dates reserve capacity. Any cancellation charges, payment schedules and notice periods must be set out in the signed engagement agreement. This policy does not impose a percentage-based cancellation fee.
3. Cancellation before testing begins
Send cancellation requests in writing to info@cybercache.cc. Subject to the signed agreement and applicable law, the Company may charge for work already performed and reasonable, documented, non-recoverable costs committed for the engagement. Any balance of advance payments is addressed under the signed agreement and applicable law.
4. Rescheduling
Request changes in writing as early as possible. Revised dates depend on availability. Any associated charges or conditions must follow the signed agreement and be confirmed in writing.
5. Cancellation after testing begins
The signed agreement and applicable law govern termination, payment for completed work and reasonable, documented, non-recoverable committed costs. Any available partial deliverables must be described as incomplete; a partial assessment must not be presented as a completed assessment.
6. Cancellation, suspension or termination by the Company
If the Company cancels for its own reasons, any entitlement to repayment for services not performed, and the amount payable, will be determined under the signed engagement agreement and applicable law.
Where authorisation is missing, invalid or withdrawn, the client breaches the agreement, or continuing would be unlawful, outside scope or unsafe, the Company may suspend or terminate only as permitted by the signed agreement and applicable law. Testing must not continue without valid authorisation or outside the agreed scope.
Any resulting charges, deductions or refunds are governed by the signed agreement and applicable law. This policy creates no automatic cancellation charge or unconditional refund entitlement.
For success-based engagements, the agreed success criteria and fee conditions remain controlling, as described in Section 8.
7. Retainers
Minimum terms, notice periods, unused capacity, refunds and rollover are governed by the signed retainer agreement.
8. Success-based engagements
For Success-Based Penetration Testing and No Hack, No Pay, the agreed success criteria, scope, timeframe and fee conditions govern. A testing fee is payable only when the agreed security objective is demonstrated as specified in the signed agreement. Any separate preparatory or scoping fee must be agreed before commitment. Cancellation terms must not contradict that arrangement.
9. Deliverables
The number or severity of findings does not alone determine whether an assessment meets its agreed scope. Concerns about scope or the standard of work should be raised with the Company. Any remedy or refund is governed by the signed agreement and applicable law; this policy does not remove applicable legal rights.
10. Refund processing
Where a refund is due, the amount, payment method and processing arrangements will be confirmed in writing in accordance with the signed agreement and applicable law.
11. Concerns and disputes
Send concerns to info@cybercache.cc with the engagement reference and relevant details. The Company will consider the matter under the agreed dispute procedure and applicable law.
12. Changes
The Company may update this website policy. Changes to this website policy do not retrospectively amend existing signed engagement agreements.