Refund and Cancellation Policy

1. Policy Overview

ShieldLine Cyber provides specialized technical cybersecurity readiness advisory services performed by human assessors. Our cancellation and refund guidelines are structured around clear service fulfillment milestones rather than arbitrary timelines.

2. Cancellation Before Work Begins (Pre-Intake Submission)

If you complete checkout for either the Cyber Insurance Readiness Snapshot ($299) or the Cyber Insurance Readiness Sprint ($1,200) and decide not to proceed prior to submitting your intake questionnaire and evidence exhibits, you are eligible for a 100% full refund of the fees paid.

To request a pre-intake cancellation, submit a written request to hello@shieldlinecyber.com within 30 calendar days of checkout.

3. Cancellation After Work Begins (Post-Intake Submission)

Once you submit your intake questionnaire and supporting technical files in the Client Portal, dedicated specialist labor and assessor analysis commence:

• Snapshot Engagements: Because the Snapshot is an expedited diagnostic delivered within two business days, assessor review begins immediately upon intake receipt. Once intake review has commenced, fees reflect dedicated professional time expended. Cancellation requests submitted after intake are evaluated on a case-by-case basis by the engagement manager.
• Sprint Engagements: For Sprint engagements canceled after initial scoping review but prior to the drafting of tailored policies and evidence indexing, clients may request a partial refund reflecting work not yet commenced. Once custom policy drafting or package compilation has begun, fees are non-refundable except where required by law.

4. Service Delivery Turnaround Commitments

Our target delivery timelines (2 business days for Snapshot; 7–10 business days for Sprint) commence only after both payment and complete intake materials are received.

If ShieldLine Cyber encounters an operational delay solely attributable to our internal capacity (and not due to missing client information, incomplete questionnaire responses, or unresponsive client personnel), clients will be promptly notified. In such cases, clients may request an expedited delivery schedule or submit a request for fee credit or refund review.

5. 100% Upgrade Credit Terms & Restrictions

Confirmed $299 Snapshot orders earn a dollar-for-dollar $299 credit towards the $1,200 Readiness Sprint (net $901 upgrade cost):

• 14-Day Redemption Period: The upgrade credit must be redeemed within 14 calendar days after your Snapshot Findings Report is delivered in the portal.
• Revocation on Refund: If a Snapshot order is refunded or disputed, any associated upgrade credit is immediately revoked and invalidated.
• Non-Transferable: Upgrade credits are tied to the purchasing client account, cannot be transferred to third parties, and have no cash surrender value.
• Refund of Upgraded Orders: If an upgraded Sprint order is refunded, Sprint access is revoked, and the upgrade credit status transitions to refunded.

6. Duplicate Payment Safeguards

If an accidental additional payment is submitted against an already-redeemed upgrade credit, our automated payment system initiates a full refund of the duplicate payment and notifies the client and owner via email. The client's active Sprint order remains unaffected.

7. Statutory Consumer Rights

Nothing in this policy limits or excludes any non-waivable statutory cancellation rights or statutory remedies available to consumers or business entities under applicable state or federal law.

8. How to Submit a Request

To submit a cancellation, refund inquiry, or billing question, email hello@shieldlinecyber.com with your company name, order confirmation, and payment details. Approved refunds are processed via Stripe to the original payment method and typically reflect on bank statements within 5–10 business days.