Refund Policy

At Dassell Network Resilience ("Company," "we," "us," or "our"), we are committed to delivering high-quality cybersecurity services that meet the needs and expectations of our clients. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services. We encourage you to read this policy carefully and contact us if you have any questions before engaging our services.

Because cybersecurity services involve significant investment in specialized labor, tools, and infrastructure from the moment engagement begins, our refund policy reflects the nature of these professional services. We are dedicated to working with our clients to resolve any concerns and ensure satisfaction with the services provided.

Last Updated: January 2025

General Refund Policy

All services provided by Dassell Network Resilience are professional cybersecurity services that require substantial planning, resource allocation, tool deployment, and expert labor. Due to the nature of these services, the following general principles apply:

• Refund requests must be submitted in writing to our operations team within the timeframes specified in this policy.
• Each refund request will be evaluated on a case-by-case basis, considering the specific circumstances, the stage of service delivery, and the nature of the concern.
• Refunds, when approved, will be processed using the original payment method within thirty (30) business days of approval.
• Partial refunds may be issued for services that have been partially delivered, prorated based on the percentage of work completed.

Recurring Services (Monthly Contracts)

For services billed on a recurring monthly basis, including Intrusion Detection Monitoring, Endpoint Security Deployment, and ongoing system management:

2.1 Cancellation Before Service Commencement

If you cancel a recurring service contract before the service deployment has commenced (i.e., before any monitoring agents, security tools, or configurations have been deployed on your systems), you are entitled to a full refund of any pre-paid fees. The cancellation request must be submitted in writing at least seven (7) business days before the scheduled deployment date.

2.2 Cancellation After Service Commencement

Once service deployment has commenced, cancellation of a recurring service will take effect at the end of the current billing period. No refund will be issued for the current billing period during which cancellation is requested. If annual or multi-month pre-payment has been made, a prorated refund may be issued for unused full months remaining after the effective cancellation date, minus a 15% early termination fee to cover the costs of deployment, configuration, and decommissioning.

2.3 Service Level Failures

If we fail to meet the service level commitments specified in your Service Agreement (e.g., guaranteed uptime percentages, response time commitments, or monitoring coverage targets), you may be eligible for service credits or partial refunds as outlined in the applicable Service Level Agreement (SLA). Service level claims must be submitted within fifteen (15) business days of the identified failure, accompanied by documentation supporting the claim.

Project-Based Services (One-Time Engagements)

For project-based services, including Vulnerability Assessment Scans, System Hardening Services, and Firewall Rule Optimization engagements:

3.1 Pre-Engagement Cancellation

If you cancel a project-based engagement before any work has commenced (defined as before the initial discovery or kick-off meeting), you are entitled to a full refund of any deposits or pre-payments made, less a 10% administrative fee to cover the costs of proposal preparation, scheduling, and resource allocation.

3.2 Cancellation During Engagement

If you cancel a project-based engagement after work has commenced but before completion, a partial refund may be issued based on the following calculation: the total engagement fee minus (i) the value of work already completed (calculated based on hours worked at our standard hourly rate multiplied by the number of hours logged) and (ii) any non-recoverable third-party costs incurred on your behalf (such as scanning tool licenses, travel expenses, or equipment purchases).

3.3 Dissatisfaction with Deliverables

If you are dissatisfied with the quality of deliverables from a project-based engagement, we will first work with you to understand your concerns and revise the deliverables at no additional cost. You must notify us of any quality concerns within fourteen (14) business days of receiving the deliverables. If, after reasonable revision efforts, you remain dissatisfied, we will evaluate your request for a partial or full refund on a case-by-case basis, considering the nature and extent of the issues identified.

Deposits & Pre-Payments

Many of our engagements require an upfront deposit or pre-payment to secure scheduling and begin resource allocation:

• Deposits are generally non-refundable once the engagement has been scheduled and resources have been allocated, except as otherwise provided in this policy.
• Deposits may range from 25% to 50% of the total engagement fee, as specified in the applicable Service Agreement.
• If the Company is unable to commence the engagement within the agreed-upon timeframe due to our own scheduling constraints, the full deposit will be refunded upon request.

Non-Refundable Items

The following items and costs are non-refundable under any circumstances:

• Third-party software licenses, scanning tools, or security products purchased on your behalf and delivered to your organization.
• Travel expenses, accommodation costs, and other out-of-pocket expenses incurred by our team in connection with on-site service delivery.
• Custom development work, including scripts, automation tools, or integrations created specifically for your environment that have been delivered and accepted.
• Emergency or rush service premiums, where services were delivered on an expedited timeline at your request.
• Training sessions and workshops that have been conducted, including associated materials.

Refund Process

To request a refund, please follow these steps:

1. Submit a Written Request: Send a detailed refund request to operations@dassellnetworkresilience.com or compliance@dassellnetworkresilience.com. Include your company name, the specific service or engagement in question, the reason for your refund request, and any supporting documentation.
2. Review Period: Our operations team will acknowledge receipt of your request within three (3) business days and will conduct a thorough review of your case within ten (10) business days.
3. Resolution: We will communicate our decision in writing, including the amount of any approved refund and the method and timeline for processing. If additional information is needed, we may request a discussion to better understand your concerns.
4. Processing: Approved refunds will be processed within thirty (30) business days of the approval decision. Refunds will be returned to the original payment method unless an alternative arrangement is agreed upon in writing.

Dispute Resolution

If you disagree with a refund decision, we encourage you to engage in good faith discussions with our management team. We are committed to finding fair and reasonable resolutions for all client concerns. If a resolution cannot be reached through direct discussion, the dispute resolution provisions outlined in our Terms of Service shall apply, including mandatory mediation followed by binding arbitration.

Service Modifications & Upgrades

If you wish to modify or upgrade your service package rather than seek a refund, we will work with you to adjust the scope and pricing of your engagement. In many cases, service modifications can address underlying concerns more effectively than refunds, and we encourage clients to explore this option. Credits from discontinued services may be applied toward new or modified services at our discretion.

Chargebacks & Payment Disputes

We ask that you contact us directly before initiating any chargeback or payment dispute with your bank or credit card company. Chargebacks initiated without first attempting to resolve the issue directly with us may result in the suspension of services and may affect future business relationships. We are committed to resolving payment disputes promptly and fairly through our internal refund process.

Force Majeure

In the event that service delivery is delayed or prevented by circumstances beyond our reasonable control (including but not limited to natural disasters, cyberattacks, government actions, pandemics, or infrastructure failures), we will work with you to reschedule the engagement or modify the scope of services. Refunds will not be issued for delays caused by force majeure events, but we will make every reasonable effort to minimize any impact on your organization.

Policy Modifications

Dassell Network Resilience reserves the right to modify this Refund Policy at any time. Changes will be communicated to existing clients in writing at least thirty (30) days prior to becoming effective. The version of this policy in effect at the time your Service Agreement was executed shall govern any refund requests arising from that specific engagement.

Satisfaction Commitment

We stand behind the quality of our services and are committed to client satisfaction. Our goal is to build long-term partnerships with our clients based on trust, transparency, and exceptional service delivery. If you are ever dissatisfied with any aspect of our services, we encourage you to reach out to our team immediately so we can address your concerns proactively and ensure your organization's security needs are fully met.