01 Overview
Eligible refund requests must be submitted within 7 days of purchase. Requests received after that window, or for services already delivered, are not eligible except where required by applicable consumer law. Nothing in this policy limits statutory rights that cannot be waived in your jurisdiction.
02 Digital Products
Digital products — including downloadable materials, templates, playbooks, recordings and lab guides — are generally non-refundable once access has been granted, because delivery is immediate and irreversible. If a download is defective or inaccessible and we cannot resolve it, we will replace it or issue a refund.
03 Online Courses & Training
- Courses become non-refundable once course materials, recordings or labs have been accessed.
- If no materials have been accessed and the request is within 7 days of purchase, a full refund is available.
- For live cohorts, refund eligibility ends when the cohort begins or when platform access is issued, whichever is earlier.
- Where a cohort is cancelled or materially rescheduled by ShieldCore, you may transfer to another cohort or receive a full refund.
04 Consulting Engagements
Consulting fees may be refunded only if work has not yet begun. Once scoping, scheduling, resource allocation or delivery has started, amounts are payable for work already performed and for non-recoverable third-party costs. Any remaining unearned balance is refunded or credited at your election.
05 Security Assessments
Penetration tests, red team operations and other assessments that have been performed are non-refundable, whether or not the results identified exploitable findings. A clean report is a valid outcome of the work performed. If you believe delivery did not meet the agreed statement of work, we will review the engagement and, where justified, re-perform the affected testing at no additional cost.
06 How to Request a Refund
- Email billing@shieldcoresec.com within 7 days of purchase.
- Include the order or invoice number, purchase date and the reason for the request.
- We acknowledge requests within 2 business days and decide within 10 business days.
07 Disputes & Chargebacks
Customers should contact ShieldCore support before opening a payment dispute so we can resolve the matter directly. Where a dispute is filed, we will provide the payment processor with order records, access logs and delivery evidence.
Fraudulent or bad-faith chargebacks — for example disputes raised after course materials have been consumed or services delivered — may result in immediate suspension or termination of accounts and services, revocation of certificates, and recovery of disputed amounts and associated fees.
08 Refund Processing
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days. Currency conversion differences and non-recoverable processor fees may apply to international payments.
09 Contact
Billing: billing@shieldcoresec.com
Support: support@shieldcoresec.com