01 Scope
Cancellation determines whether a service continues. Whether any amount is returned is governed by our Refund & Dispute Policy. Where a signed statement of work or order form sets different notice periods, that document prevails.
02 Training & Enrolments
- Students may cancel an enrolment at any time before course access begins and, where within the eligibility window, receive a refund.
- After course access begins — including access to recordings, lab environments or downloadable materials — cancellations are generally not eligible for a refund.
- One transfer to a later cohort may be granted at our discretion if requested before the cohort start date.
- Cancelling ends future access to the program, labs and cohort support channels.
03 Consulting Projects
- Projects may be cancelled without charge before work begins.
- Once work has started, fees are calculated based on work already completed, plus committed non-recoverable third-party costs.
- Cancellations or reschedules within 5 business days of a booked delivery window may incur a resource-reservation charge, as set out in the statement of work.
- Deliverables produced up to the cancellation date are provided on payment of amounts due.
04 Managed Security Subscriptions
- Managed security and SOC subscriptions may be cancelled effective before the next billing cycle.
- Cancellation takes effect at the end of the current paid term; the current term is not pro-rated.
- Annual commitments run to the end of the committed term unless stated otherwise.
- On termination we provide a reasonable offboarding window for log export and detection handover, after which data is deleted per our retention schedule.
05 Incident Response Engagements
Emergency incident response engagements cannot be cancelled once work has begun. Responders, tooling and out-of-hours capacity are committed immediately upon activation, and all time and costs incurred remain payable. Retainer hours consumed during an activation are not refundable.
06 How to Cancel
Send a written cancellation request from the account or billing contact email to support@shieldcoresec.com, including the order or invoice number and the service to be cancelled. We confirm cancellations in writing; a cancellation is effective only once confirmed.
07 Cancellation by ShieldCore
We may cancel or suspend a service for non-payment, breach of the Acceptable Use Policy, legal or export-control restrictions, or where testing authorisation cannot be validated. Where we cancel for reasons other than your breach, we refund amounts paid for undelivered services.
08 Contact
Support: support@shieldcoresec.com
Billing: billing@shieldcoresec.com