CybeSure Refunds Policy

1. General Policy

• 1.1 All CybeSure products and services must be paid for in full before access is granted.
• 1.2 Refund eligibility depends on:
  • whether you are purchasing as a consumer or a business;
  • the type of product or service purchased; and
  • whether access to digital content or services has already begun.
• 1.3 Where a refund is due, it will be issued to the original payment method used at checkout (e.g. card via Stripe).

2. Digital Content and Online Access (Most CybeSure Products)

• 2.1 CybeSure primarily provides digital content and online services, including (but not limited to):
  • compliance templates and registers;
  • policy documents;
  • online portals and dashboards;
  • self-paced training and LMS access;
  • downloadable materials.
• 2.2 Once access to digital content or online services has been provided, refunds are not available, except where required by law or as expressly set out in Section 3 (Online Training Courses).
• 2.3 By purchasing CybeSure digital products or subscriptions and requesting immediate access, you acknowledge that:
  • delivery begins immediately after payment; and
  • your statutory right to cancel may be reduced or lost once access starts.

3. Refunds Policy – Online Training Courses

3.1 Right to Cancel (14-Day Cooling-Off Period)

Under UK consumer law, you have the right to cancel your purchase within 14 days of the purchase date (“Cooling-Off Period”) without giving any reason. However, by purchasing and accessing our online training courses, you acknowledge that the content is supplied digitally and may be accessed immediately.

3.2 Full Refund Eligibility

A full refund will be provided where:

• cancellation is requested within 14 days of purchase; and
• no courses have been completed; and
• no course materials (including downloadable content) have been accessed or downloaded.

3.3 Partial Refunds (Within 14 Days)

Where cancellation is requested within the 14-day Cooling-Off Period and some course content has been accessed, the following will apply:

• If 1 to 4 courses have been completed: a 50% refund of the total purchase price will be issued.
• If 5 or more courses have been completed: no refund will be provided.

For the purposes of this policy, a course is considered “completed” where progress tracking indicates that the course has been substantially accessed or marked as complete within the learning platform.

3.4 Digital Content and Loss of Cancellation Rights

By accessing, streaming, downloading, or otherwise engaging with the course materials, you expressly agree that:

• the supply of digital content has begun; and
• your right to a full refund may be reduced or lost in accordance with this policy.

This reflects the nature of digital content under the Consumer Contracts Regulations 2013, where rights may be affected once access has commenced.

3.5 Refund Process (Training Courses)

To request a refund, you must contact us within the 14-day Cooling-Off Period using the contact details provided in these Terms and Conditions. Approved refunds will be processed within 14 days of acceptance of the request and will be issued using the original payment method.

3.6 Exceptions (Training Courses)

No refunds will be issued:

• after the 14-day Cooling-Off Period has expired; or
• where 5 or more courses have been completed within the 14-day period; or
• where there is evidence of excessive use inconsistent with trial or evaluation of the service.

4. Consumer Cancellation Rights (UK & EU)

• 4.1 If you are purchasing as an individual consumer, you may have a legal right to cancel your purchase within 14 days of the contract date.
• 4.2 This right does not apply or may be reduced where:
  • digital content has already been accessed, downloaded or made available;
  • services have already begun at your request; or
  • training content has been accessed, in which case Section 3 applies.
• 4.3 Where cancellation is valid and access has not started, a full refund will be issued within 14 days of your cancellation request in accordance with the Consumer Rights Act 2015.

5. Subscriptions

• 5.1 Subscription services are billed in advance on a monthly or annual basis.
• 5.2 Subscriptions automatically renew unless cancelled before the renewal date.
• 5.3 No refunds are provided for unused subscription time, except where required by law.
• 5.4 If you cancel a subscription:
  • access will continue until the end of the current paid billing period; and
  • no pro-rata or partial refunds will be issued.

6. Failed Payments and Chargebacks

• 6.1 If a payment fails, is reversed, or is subject to a chargeback:
  • access to services may be suspended immediately; and
  • no refund will be issued unless legally required.
• 6.2 You remain responsible for any charges incurred prior to suspension or termination.

7. Business Purchases (B2B)

• 7.1 Purchases made for business, trade or professional purposes are not subject to consumer cooling-off rights.
• 7.2 Refunds for business purchases are provided only where expressly agreed in writing or where required by applicable law.

8. How to Request a Refund

8.1 To request a refund (where eligible), contact us in writing at:

Email: support@cybesure.com

Please include:

• your name and organisation;
• order number or invoice reference;
• date of purchase; and
• reason for the request.

8.2 Refund requests are assessed in line with this policy and the CybeSure Terms & Conditions.

9. Processing Time

• 9.1 Where a refund is approved, it will be processed within 14 days.
• 9.2 Refund timing may vary depending on your bank or payment provider.

10. Policy Relationship to Terms

• 10.1 This Refunds Policy is intended to be clear and transparent.
• 10.2 In the event of any conflict, the CybeSure Terms & Conditions shall take precedence.

11. Contact

CybeSure

Email: info@cybesure.com