Refund & Cancellation Policy

1. Scope and pre-launch status

This policy explains refunds and cancellations for EEVSEC CyberRange subscriptions and training credits. It applies to customers worldwide and sits alongside any mandatory consumer rights you have under your local law. The Platform is currently in pre-launch and we do not yet take payments, so there is nothing to refund at this stage; joining the waitlist is free. This policy applies once paid plans become available.

2. Nature of the service

EEVSEC provides immediate, cloud-provisioned access to virtual machines and AI-driven coaching. This is digital content delivered electronically. Once you start a live session by launching a virtual machine, beginning a scenario, or engaging the AI Coach, the service is treated as delivered and consumed.

3. Statutory cooling-off period

If you are a consumer in a region with a statutory withdrawal period, such as the 14-day right of withdrawal in the EEA and the UK, that right applies. We extend the same 14-day cooling-off period to first-time consumer purchases generally, including for consumers in the UAE and India. Because the service is digital content, by starting a live session within the withdrawal period you expressly request immediate performance and acknowledge that you waive the right of withdrawal once delivery begins. If you have not started a live session, you may withdraw within the 14-day period for a full refund. Nothing in this policy limits non-waivable consumer rights under your local law.

4. Refund eligibility

• Unused accounts: request a full refund within 7 days of purchase, provided you have not launched any virtual machine, started a scenario, or engaged the AI Coach.
• Service failures: if a scheduled session fails to launch, or a verified outage on our side (excluding planned maintenance) prevents you from completing your session, we will credit equivalent training time or issue a pro-rata refund after verification.
• Auto-renewals: cancel at any time from your account settings. Cancellation stops future billing and your access continues until the end of the current billing period. We do not provide partial refunds for an unused portion of a period already started, except where your local law requires it.
• Consumers vs business / enterprise: the refund rights in this section apply to individual consumer purchases. Business and enterprise (Custom) purchases are governed by the order form or contract that applies to them, which may set different refund terms agreed between the parties.

5. Non-refundable items

Except where your local law requires otherwise, the following are non-refundable: sessions or scenarios you have started or completed, training credits or time you have already used, and any period of access already provided. Promotional or discounted purchases may carry specific conditions stated at the time of purchase.

6. Cancelling your subscription

You can cancel a subscription at any time from your account settings, or by contacting us. Cancellation takes effect at the end of the current billing period; you keep access until then, and you will not be billed again. Cancelling does not by itself refund the current period unless Section 4 or your local law applies.

7. How to request a refund

You can request a refund by email, through our contact form, or by phone (see Section 10). Include your registered email address, the transaction reference, and, for a service-failure claim, a brief description or screenshot of the issue. We aim to acknowledge requests within 2 business days and to approve or decline them within 5 working days. Approved refunds are paid to your original payment method within 14 working days of approval; the time for the funds to appear then depends on your payment provider.

If we decline a refund and you believe that is wrong, tell us why and we will review it. You may also raise the matter with the consumer-protection authority where you live — for example, the UAE Ministry of Economy / Consumer Protection Department, or the National Consumer Helpline (consumerhelpline.gov.in) in India. Nothing in this policy limits your statutory rights.

8. Chargebacks

If you believe a charge is incorrect, please contact us first so we can resolve it quickly. Starting a chargeback or payment dispute without contacting us may lead to suspension of your account while the dispute is investigated.

9. Changes to this policy

We may update this policy from time to time. We will post the updated version here with a revised date; changes do not affect refund requests already submitted.

10. Contact