Refund & Dispute Policy

1. Refund eligibility

• Subscription fees are generally non-refundable once a billing period has started because monitoring capacity is provisioned for the full period.
• We may issue discretionary refunds for duplicate charges, billing errors, or documented platform failures that prevented material use of the service.
• Refund requests must be submitted within 30 days of the charge to the original payment method.
• Refunds are not available for completed professional services, delivered milestones, or learning content that has been accessed.

2. Billing disputes

• Contact us first. Most billing questions are resolved faster directly than through a bank or card dispute.
• Submit your dispute to our billing team at billing@shieldcoresecurityllc.com with the invoice number, charge date, amount, and a detailed explanation.
• We will acknowledge receipt within two business days and investigate promptly.
• We may place a temporary hold on subscription changes while a dispute is under review.

3. Chargebacks and payment reversals

If you initiate a chargeback or payment reversal before contacting us, we may suspend service until the dispute is resolved. Fraudulent or repeated chargebacks may result in account termination.

If a chargeback is resolved in our favor, any suspended service may be reinstated subject to payment of outstanding amounts and fees.

4. Refund method and timing

Approved refunds are issued to the original payment method. Processing times depend on the payment processor and your financial institution, typically 5 to 10 business days.

Taxes are refunded only where required by law. Third-party processing fees may be non-recoverable.

5. Custom and enterprise engagements

Custom plans, professional services, and enterprise engagements are governed by their signed statements of work. Refunds for those engagements are handled according to the terms agreed in that document.

6. Contact

For refund or billing questions, email billing@shieldcoresecurityllc.com. For general support, contact support@shieldcoresecurityllc.com.