01 General Policy
Secure Line provides professional and, where applicable, customized services. Because certain services may involve preparation, technical work, reserved resources, personnel allocation or delivery of digital materials, refunds are not automatically available for every transaction.
The refund terms applicable to a particular engagement may also be specified in the quotation, invoice, proposal, statement of work or service agreement accepted by the client.
02 Before Service Begins
If a client requests cancellation before meaningful work has started, Secure Line may review the request for a possible refund.
Any refund may be reduced by legitimate costs already incurred in preparing or arranging the service, where permitted by applicable law and the relevant agreement.
Refunds are therefore subject to review rather than being automatically guaranteed.
03 After Service Has Started
Once work has started, a refund may not be available for the portion of services already performed.
Where practical, Secure Line may calculate an applicable refund based on the unused portion of a service, after considering completed work, committed resources, third-party charges and other applicable costs.
04 Completed Services
Services that have been fully completed, delivered or substantially performed are generally not eligible for a refund, except where required by applicable law or expressly agreed in writing.
This may include completed cybersecurity assessments, consultations, reports, audits, security reviews, digital deliverables or other professional services.
05 Digital & Customized Deliverables
Digital deliverables or customized work may become non-refundable once significant preparation, customization, production or delivery has occurred.
Where a separate written agreement provides specific cancellation or refund terms, those terms will apply to the relevant engagement to the extent permitted by law.
06 Cybersecurity Services
Cybersecurity services may require scheduling, technical preparation, scope validation, authorization checks, personnel allocation and testing windows.
If an engagement has already entered the preparation or execution stage, cancellation may result in partial or no refund depending on the work completed and costs incurred.
Any refund determination will take into account the agreed scope and applicable service documentation.
07 Client Cancellation
Cancellation requests should be submitted as soon as possible through an official Secure Line communication channel.
A cancellation request should include:
- Client name or organization name.
- Invoice, order or engagement reference, where available.
- Service purchased.
- Reason for cancellation, if the client wishes to provide one.
- Email address associated with the transaction.
08 Rescheduling
Where appropriate, Secure Line may allow a client to reschedule a service instead of cancelling it.
Rescheduling is subject to availability, service type, project requirements and any applicable agreement.
Additional costs may apply where rescheduling creates material additional expenses or requires significant changes to the agreed scope.
09 Cancellation by Secure Line
Secure Line may cancel or suspend an engagement where necessary due to circumstances such as:
- Lack of required authorization.
- Unlawful or unsafe instructions.
- Material breach of the applicable agreement.
- Failure to provide required information or access.
- Security or operational concerns.
- Non-payment or payment-related issues.
- Circumstances outside reasonable control.
Where Secure Line cancels a prepaid service for reasons attributable to Secure Line and a refund is legally or contractually due, the applicable amount will be determined based on the circumstances and relevant agreement.
10 Non-Refundable Situations
Subject to applicable consumer protection and other mandatory legal requirements, refunds may generally not be available where:
- The service has been fully completed.
- A customized deliverable has already been substantially produced or delivered.
- The client provided incorrect information that affected delivery.
- The client failed to provide required access or cooperation.
- The client used or received the agreed service or deliverable.
- Third-party costs have already been incurred and cannot be recovered.
- The applicable service agreement expressly excludes a refund to the extent legally permitted.
11 Refund Review
Every refund request will be reviewed based on the specific transaction and applicable terms.
Factors that may be considered include:
Service Status
Whether the service has not started, is in progress or has been completed.
Work Completed
The amount of professional or technical work already performed.
Costs Incurred
Non-recoverable resources, third-party charges or preparation costs.
Contract Terms
The applicable quotation, invoice, proposal or written service agreement.
12 Refund Processing
Where a refund is approved, Secure Line will generally process it using the original payment method where reasonably possible.
The time required for the refunded amount to appear in the customer’s account may depend on the payment gateway, bank, card issuer or other financial institution.
Secure Line is not responsible for delays caused solely by third-party payment processors or financial institutions.
13 Payment Gateway Charges
Where a payment processor or financial institution has charged a transaction fee that cannot be recovered, that amount may be considered when determining the refundable amount, where permitted by applicable law and the relevant agreement.
14 Disputes & Chargebacks
Customers are encouraged to contact Secure Line first if they believe a payment or service issue has occurred.
Where a payment dispute or chargeback is initiated, Secure Line may provide relevant transaction records, invoices, communications and service documentation to the applicable payment provider or financial institution.
Nothing in this section limits rights that cannot legally be excluded.
15 Fraudulent Transactions
If a transaction is reasonably suspected to involve fraud, unauthorized payment activity or misuse of payment credentials, Secure Line may suspend related services while the transaction is reviewed.
Appropriate information may be provided to payment processors, financial institutions or relevant authorities where legally required or permitted.
16 Changes to This Policy
Secure Line may update this Refund & Cancellation Policy when necessary to reflect changes in services, payment processes, business practices or legal requirements.
The latest version will be published on this page together with the applicable “Last Updated” date.
17 Contact for Refund Requests
For cancellation or refund requests, please contact Secure Line using the official contact details below.