Terms of Service
Key takeaways
- Full refund if we have not started the engagement, for any reason.
- Partial refunds are calculated pro rata on the work actually delivered.
- A completed assessment is not refundable, because the report and retest have been delivered.
- Retainers can be cancelled at the end of the current billing month.
Assessment and fixed-scope engagements
| Situation | Refund position |
|---|---|
| You cancel before the engagement starts | Full refund. |
| You cancel after testing has begun but before the report is delivered | Pro rata refund, calculated on the work completed, less any non-recoverable third-party costs. |
| The report has been delivered | No refund. The deliverable has been provided in full. |
| The retest has been delivered | No refund. Both deliverables have been provided. |
| We cannot begin within the agreed window for reasons within our control | Full refund, and we will help you find another provider. |
| We find a defect in our own work that invalidates a finding | We re-test the affected area at no cost. If the finding cannot be substantiated, we correct or withdraw it. |
Retainers and subscriptions
Retainers and managed service subscriptions may be cancelled at any time, effective at the end of the current billing month. Where an advance payment has been made for a period that has not yet elapsed, the unused portion is refunded on request. We do not require a reason for cancellation and we do not make it difficult.
Incident response engagements
Incident response is priced per incident and is non-refundable once an analyst has responded, because the response is a reserved commitment of time at short notice. Where an incident is opened and then withdrawn by the client before any work begins, the engagement fee is returned in full.
Training engagements
Training sessions can be rescheduled without charge up to 48 hours before the session date, and more than once per engagement. Where a session has already been delivered, no refund is due. Where training is cancelled more than 48 hours in advance, the fee is refunded in full.
How to request a refund
Email hello@aavetech.com with the engagement reference and the reason. We respond within five working days. We do not require you to justify a request where the engagement has not started.
Disputes
If you are unhappy with how a refund has been handled, tell us directly and we will escalate it to the founder. Most disputes are resolved by a conversation, and we would much rather have that conversation than have you take it further.
Last reviewed: 24 October 2026. Information on this page is general guidance, not legal advice. Prices are indicative bands for a typical scope and are confirmed in a written quote before any work begins.