Refund Policy

1. Our Service Philosophy

CybiSoft provides professional B2B services including cybersecurity, web development, digital marketing, and social media management. As these are knowledge-based and time-intensive services, our refund policy reflects the nature of professional service delivery where significant time, expertise, and resources are committed from the outset.

We are committed to resolving any dissatisfaction through our revision and dispute resolution process before a refund is considered. Our goal is always to deliver results that meet or exceed your expectations.

2. Quick Reference Summary

3. Project-Based Services

3.1 Cancellation Within 48 Hours

If you cancel a project within 48 hours of making the initial advance payment, and no work has commenced, you are entitled to a full refund of the advance payment. To qualify, the cancellation request must be submitted via email to cybisoftinfo@gmail.com within 48 hours of payment confirmation.

3.2 Cancellation After Work Has Commenced

Once work has begun, the following schedule applies:

• 0–25% completion: A minimum retention fee of 20% of the total project value applies. The remaining advance (minus work completed) will be refunded within 10 business days.
• 25–50% completion: 50% of the paid advance amount will be refunded. No further refund is available.
• 50% or more completion: No refund is available. All amounts paid are non-refundable.

Completion percentage is assessed by CybiSoft based on tasks, hours, and deliverables completed, and will be communicated in writing within 3 business days of a cancellation request.

3.3 Approved Deliverables

Once a deliverable or milestone has been formally approved (in writing via email or signed sign-off form), no refund is available for that stage of work.

4. Retainer & Subscription Services

For ongoing monthly services (SOC monitoring, social media management, digital marketing retainers):

• You may cancel at any time by providing 30 days written notice.
• If services have not yet commenced for a paid period, a full refund for that period will be issued.
• If services have commenced, a pro-rated refund for unused days in the current billing period will be issued upon cancellation, less a 10% administration fee.
• Annual retainer plans that are cancelled mid-term are subject to a minimum 3-month retention; the remaining balance (minus 3 months) will be refunded.

5. Cybersecurity Services

Cybersecurity services (VAPT, penetration testing, security audits, SOC setup) involve significant upfront preparation, tool setup, and expert time. The following applies:

• Once a VAPT or security audit engagement has commenced (access granted or reconnaissance started), no refund is available for that stage.
• If a scheduled engagement has not yet started, cancellation with 72 hours notice qualifies for a 50% refund of the advance.
• Cancellation within 24 hours of a scheduled engagement start qualifies for no refund.
• All security reports delivered are final and non-refundable upon delivery.

6. Quality Issues & Revisions

We stand behind the quality of our work. If a deliverable does not meet the agreed specifications outlined in your Project Agreement:

• Submit a detailed written complaint to cybisoftinfo@gmail.com within 7 days of delivery
• We will assess the complaint within 3 business days and propose a resolution
• All projects include agreed revision rounds (as specified in the SOW). Revisions within scope will be addressed at no additional cost.
• If we are unable to resolve the issue after all revision rounds are exhausted, we will consider a partial refund based on the nature of the issue

Refunds will not be issued for subjective stylistic preferences that differ from the agreed brief. We strongly encourage thorough review of all proposals and briefs before project commencement.

7. Non-Refundable Items

The following are non-refundable under all circumstances:

• Third-party costs incurred on your behalf (domain registration, hosting, paid tool licences, stock assets, API fees)
• Rush fee premiums paid for expedited delivery
• Completed and client-approved milestones
• Consultation fees for free initial consultations that proceeded to billable scope work
• GST and applicable taxes remitted to government authorities

8. How to Request a Refund

To initiate a refund request:

• Email us at cybisoftinfo@gmail.com with subject line: "Refund Request — [Your Project Name]"
• Include: your name, company, project name, invoice number, date of payment, reason for refund request
• We will acknowledge your request within 2 business days
• A final decision will be communicated within 7 business days
• Approved refunds will be processed within 10 business days via the original payment method

9. Dispute Resolution

If you are unsatisfied with our refund decision, you may escalate the matter to our founders directly at cybisoftinfo@gmail.com. We are committed to fair resolution of all disputes.

If an agreement cannot be reached, disputes will be resolved in accordance with our Terms and Conditions — specifically the governing law and arbitration provisions.

10. Policy Changes

CybiSoft reserves the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. For existing contracts, the policy in effect at the time of signing will apply.