Refund Policy
Last updated: September 8, 2026
1. Overview
DigVel provides fixed-scope, professional cybersecurity consulting and software validation engagements rather than off-the-shelf products. This Refund Policy explains when fees are and are not refundable. It applies alongside, and does not replace, any refund terms stated in a specific Statement of Work ("SOW") or order form, which control in case of conflict.
2. Phased Engagements
Our software validation service is delivered in phases, each with its own fee:
- Phase 1 (OSINT & Compliance screening) — priced at $399. This fee is non-refundable once DigVel has begun the OSINT review, since it reflects analyst time regardless of the resulting Go/No-Go outcome. If Client cancels in writing before work on Phase 1 has started, the fee is refunded in full.
- Phase 1 + Phase 2 (Full Evaluation), ordered as a combined engagement, is priced at $1,299. Fees allocated to Phase 2 are non-refundable once sandbox analysis has begun. If cancellation occurs before Phase 2 work starts, the portion of the fee allocated to Phase 2 is refunded in full.
If DigVel is unable to deliver a purchased phase for reasons within DigVel's control (e.g. failure to meet the committed SLA without an agreed extension), Client is entitled to a full refund of the fee paid for that undelivered phase.
3. Non-Refundable Circumstances
Fees are not refundable where:
- Work on the relevant phase has already started, as described above;
- A completed report or deliverable has already been provided to Client;
- Delay is caused by Client's failure to provide required information, access, or cooperation in a timely manner;
- The engagement was cancelled after the cancellation window stated in the applicable SOW.
4. Subscription & Retainer Cancellations
For clients on a subscription or retainer plan (recurring monthly or annual billing for a set volume of reviews), cancellation takes effect at the end of the then-current billing period unless otherwise stated in the order form. We do not provide refunds or credits for the unused portion of a partial billing period. Reviews already in progress at the time of cancellation are completed and billed as normal.
5. Service Credits vs. Cash Refunds
Where DigVel agrees a refund is appropriate outside the circumstances above (e.g. as a goodwill exception), DigVel may offer either a cash refund to the original payment method or a service credit toward a future engagement, at Client's choice, unless otherwise agreed in writing.
6. How to Request a Refund
To request a refund, email [email protected] with your invoice or order reference and the reason for your request. We aim to respond within 5 business days during business hours (Mon - Fri: 9 AM - 5 PM EST). Approved refunds are issued to the original payment method via our payment processor within 10–14 business days.
7. Chargebacks & Disputes
If you believe you were charged in error or are unsatisfied with a delivered engagement, please contact us first at the email above before initiating a chargeback with your card issuer or payment provider — most concerns can be resolved directly and faster this way. Initiating a chargeback for fees covering work already delivered under this Policy may result in the relevant deliverables and engagement records being submitted to the payment processor as evidence.
8. Changes to This Policy
We may update this Refund Policy from time to time. Changes apply to engagements ordered after the updated "Last updated" date; engagements already in progress are governed by the policy in effect at the time of purchase, unless a change is required by law.
9. Contact Us
For refund inquiries, contact [email protected] during our business hours (Mon - Fri: 9 AM - 5 PM EST).