Refund & Cancellation Policy

Effective date: October 14, 2026

Last updated: October 14, 2026

1. Overview

This Refund & Cancellation Policy explains how refunds, cancellations and rescheduling work for purchases from SecuritySage (“SecuritySage,” “we,” “us” or “our”) through https://www.securitysage.org (the “Site”). It applies to our self-paced digital training programs and, together with your statement of work, to our consulting services. It forms part of our Terms & Conditions.

We want you to be confident in what you buy from us. If something is not right, please tell us. Nothing in this policy limits any rights you have under consumer protection laws that cannot be waived.

2. Self-paced digital programs

2.1 14-day satisfaction refund

If a program is not what you expected, you may request a full refund within 14 calendar days of the purchase date, provided that less than 30% of the program content has been accessed.

We measure content accessed using the progress information recorded in your account, such as lessons opened or marked complete and files downloaded. For programs made up mainly of downloadable resources, such as the Security Policy Toolkit, downloading 30% or more of the included files counts as accessing 30% or more of the content, because downloaded materials cannot be returned.

2.2 When a refund is not available

Refunds under the satisfaction guarantee are generally not available where:

• more than 14 days have passed since purchase;
• 30% or more of the program content has been accessed or downloaded;
• the program was purchased at a clearly marked final-sale or deeply discounted price stated to be non-refundable at checkout; or
• we see a pattern of repeated purchases and refund requests that suggests misuse of this policy, or a breach of the program license in our Terms & Conditions.

2.3 Technical problems and duplicate purchases

Separately from the satisfaction refund, if you cannot access a program because of a technical problem on our side that we are unable to fix within a reasonable time, or if you accidentally purchased the same program twice, we will provide a full refund regardless of the 14-day and 30% limits. Please contact us so we can help.

2.4 Effect of a refund

When a program refund is issued, your license to that program ends. Access to the program will be removed from your account, and you must delete any materials you downloaded from it.

3. How to request a refund

To request a refund, email [email protected] with the subject line “Refund Request” and include:

• your name and the email address used for the purchase;
• your order number (found in your order confirmation email or account);
• the program or service concerned; and
• optionally, a short note on why the program was not right for you. This is not required, but it helps us improve.

For your security, we will only process refund requests that come from, or can be verified against, the email address associated with the order. We will never ask for your full card number or password.

4. Processing times

• Review: we aim to acknowledge refund requests within two business days and to approve or decline them within five business days.
• Issuing the refund: approved refunds are issued to the original payment method through our payment processor (such as Stripe or PayPal). We cannot issue refunds to a different card or account.
• Arrival: once issued, refunds usually appear within 5 to 10 business days, depending on your bank or card issuer. Some institutions may take longer.
• Fees and currency: we refund the full amount you paid to us, including any tax we collected. We cannot control currency conversion differences or fees charged by your own bank.

If you have not received an approved refund after 10 business days, please check with your bank first and then contact us so we can confirm the transaction details.

5. Consulting engagements

Consulting services, such as security audits, training sessions, phishing simulations and vCISO advisory, are governed by a written statement of work (SOW) or engagement agreement. If the SOW includes specific payment, cancellation or refund terms, those terms apply and take priority over this section. Otherwise, the following applies.

5.1 Deposits

For many engagements, we ask for a deposit when the SOW is signed. The deposit secures your place in our schedule and covers planning and preparation work. Deposits are credited in full against your final invoice.

• If you cancel before any work has started, we will refund the deposit, less the value of any preparation work already performed and any non-refundable third-party costs incurred on your behalf, which we will itemize.
• If you cancel after work has started, the deposit is applied to the work performed up to the cancellation date. Any unused balance will be refunded, and any amount owed above the deposit will be invoiced.

5.2 Rescheduling

We understand that business priorities change. You may reschedule a scheduled session, workshop, training delivery or testing window free of charge with at least 48 hours’ notice before the scheduled start time. Please email [email protected] to reschedule.

For changes made with less than 48 hours’ notice, or for missed sessions without notice, we may charge for time reserved and preparation completed, as set out in your SOW. We will always try to be reasonable, especially in genuine emergencies. If we need to reschedule a session ourselves, we will give you as much notice as possible and offer a new time at no extra cost.

For authorized security testing, rescheduling may also require updated written authorization and a revised rules-of-engagement document, since the testing window is part of the authorization.

5.3 Cancellation of an engagement

Either party may cancel an engagement in accordance with the SOW. Unless the SOW says otherwise, you may cancel by written notice to [email protected], and you will be responsible for fees for work performed and expenses incurred up to the effective date of cancellation. We will deliver any completed work product that has been paid for. Prepaid fees for work not yet performed will be refunded.

5.4 Ongoing and retainer services

For recurring services, such as monthly vCISO advisory, you may cancel future billing periods by giving the notice period stated in your SOW. Fees for the current billing period are generally not refundable once that period has begun, unless we fail to provide the agreed services.

6. Chargebacks and payment disputes

If you have a problem with a charge, please contact us first. Most issues can be resolved quickly and without the delays and fees involved in a formal dispute.

If you open a chargeback or payment dispute with your bank or payment provider without first contacting us, or for a purchase that does not qualify for a refund, we may:

• suspend access to the related program or account while the dispute is reviewed;
• provide the payment processor with relevant information about the transaction, such as order details, access records and this policy, to respond to the dispute; and
• decline future orders where a dispute is found to be unjustified.

If the dispute is resolved in your favor, the refunded program will be removed from your account. If it is resolved in our favor, your access will be restored. Nothing in this section affects your right to dispute a charge that you did not authorize, which we encourage you to report immediately to both your card issuer and us.

7. EU and UK consumers: right of withdrawal

If you are a consumer in the European Union or the United Kingdom, you normally have a right to withdraw from an online purchase within 14 days without giving a reason. For digital content that is not supplied on a physical medium, this right ends once the supply of the digital content has begun, if you have given your prior express consent to begin supply during the withdrawal period and acknowledged that you will lose your right of withdrawal.

At checkout, we will ask you to confirm that:

• you request immediate access to the program; and
• you acknowledge that by accessing it during the 14-day withdrawal period, you lose your statutory right of withdrawal.

We will confirm your consent and acknowledgment in your order confirmation email. If you do not give this consent, access to the program may be delayed until the withdrawal period ends. Even after the statutory right of withdrawal ends, our voluntary 14-day satisfaction refund in section 2 still applies, on the same terms as for all customers.

For consulting services purchased as a consumer, if you request that services begin within the withdrawal period, you may still withdraw within that period, but you will be required to pay for the services provided up to the point you tell us you are withdrawing. Our consulting services are designed for businesses, and these consumer rights generally do not apply to purchases made for business purposes.

8. Changes to this policy

We may update this policy from time to time. The version in force at the time of your purchase applies to that purchase. The “Last updated” date at the top of this page shows when the policy was last revised.

9. Contact us

For refund requests, cancellations, rescheduling or questions about this policy:

• Email: [email protected]
• Location: SecuritySage, Lakewood, Ohio 44107, USA
• Online: Contact us