Return And Refund

RETURN AND REFUND POLICY

Last updated: June 22, 2026

1. Company Information

2. Currency

3. General Refund Principles

1. The product or service purchased.
2. Whether the product was accessed, downloaded, used, redeemed, issued, delivered, or completed.
3. The date and time of purchase.
4. The date and time of the refund request.
5. Vendor, testing-provider, or certification-body restrictions.
6. Whether the customer violated the Terms of Service.
7. Whether the transaction appears fraudulent, abusive, duplicated, or unauthorized.
8. Whether a chargeback or payment dispute has been filed.
9. Whether the product or service was provided by an Instructor, Provider, third party, or vendor.
10. Applicable law.

4. How to Request a Refund

1. Full name.
2. Account email address.
3. Order number or invoice number, if available.
4. Product or service purchased.
5. Date of purchase.
6. Amount paid.
7. Reason for the refund request.
8. Any supporting details or documentation.

5. Refund Review Timeline

6. Method of Refund

7. Courses and Recorded Training

1. The course has been substantially accessed or completed.
2. Course materials have been downloaded.
3. A certificate has been issued.
4. The user shared account access.
5. The user violated course rules or platform rules.
6. The refund request appears abusive or repetitive.
7. The course was purchased as part of a non-refundable promotion, bundle, subscription, or enterprise agreement.
8. The purchase is subject to a separate written agreement.

8. Bootcamps and Instructor-Led Training

1. Refund requests made 14 or more calendar days before the scheduled start date may be eligible for a full or partial refund.
2. Refund requests made less than 14 calendar days before the scheduled start date may be eligible for a partial refund or store credit at SierraTec Secure’s discretion.
3. Refund requests made after the program begins may be denied.
4. No refund is guaranteed after substantial attendance, participation, access to materials, or completion.

9. Subscriptions

1. Subscription fees are non-refundable after the billing period begins.
2. Cancellation stops future billing but does not automatically create a refund for past charges.
3. You remain responsible for charges incurred before cancellation.
4. Partial-month refunds are not guaranteed.
5. Content and features included in a subscription may change over time.
6. Subscription access may end immediately or at the end of the billing period, depending on the subscription terms.

10. Free Trials and Promotional Access

1. Free trial access does not create a right to a refund.
2. Promotional pricing applies only during the promotional period.
3. Coupons and discounts cannot be retroactively applied to completed purchases.
4. Promotional access may be modified, suspended, or discontinued.
5. If a free trial converts into a paid subscription, the applicable subscription terms apply.

11. Digital Products, eBooks, and Downloadable Materials

1. The file has been downloaded or accessed.
2. The product has been delivered by email, dashboard, download link, or account access.
3. The customer purchased the wrong product.
4. The customer no longer wants the product.
5. The customer failed to review the product description before purchase.
6. The product was part of a bundle, promotion, subscription, or special offer.
7. The product was copied, shared, transferred, or misused.

12. Exam Vouchers

1. The voucher has been issued.
2. The voucher has been delivered.
3. The voucher has been redeemed.
4. The voucher has expired.
5. The voucher was purchased for the wrong vendor or exam.
6. The customer is ineligible for the exam.
7. The customer missed the exam appointment.
8. The customer failed the exam.
9. The customer violated vendor or testing-provider rules.
10. The vendor, distributor, certification body, or testing provider refuses a refund or exchange.
11. The customer provided incorrect candidate information.
12. The customer failed to review vendor-specific rules before purchase.

13. Live Meetings, Webinars, Coaching, and Workshops

1. Refund or rescheduling requests made at least 24 hours before the scheduled session may be eligible for rescheduling, credit, or refund.
2. Refund or rescheduling requests made less than 24 hours before the scheduled session may be denied.
3. No-shows are generally non-refundable.
4. Late arrival may reduce the available session time and does not guarantee a refund.
5. If the Instructor, Provider, or SierraTec Secure cancels the session, we may offer rescheduling, credit, or refund.
6. If a session is interrupted by technical issues caused by the customer’s device, internet connection, software, or environment, a refund is not guaranteed.
7. If a session is materially incomplete due to SierraTec Secure, Instructor, or Provider error, we may offer rescheduling, credit, partial refund, or full refund.

14. Cybersecurity Services and Professional Services

1. Deposits, retainers, setup fees, emergency response fees, and kickoff fees may be non-refundable.
2. Completed services are non-refundable.
3. Partially completed services may be eligible for partial refund or credit only at SierraTec Secure’s discretion.
4. Milestone-based services are refundable only for incomplete, unapproved, or undelivered milestones, unless otherwise stated in writing.
5. Customer delays, lack of access, missing authorization, inaccurate scope information, unavailable systems, or failure to provide required cooperation may reduce or eliminate refund eligibility.
6. If the customer cancels after work has begun, SierraTec Secure may retain amounts for work performed, time reserved, tools used, third-party expenses, administrative costs, and non-cancelable commitments.
7. If SierraTec Secure determines that an engagement cannot be legally or safely performed, we may cancel the engagement and issue a refund, partial refund, or credit based on work already performed and costs already incurred.

15. Enterprise, Government, Corporate, and Custom Services

16. Bundles, Promotions, Coupons, and Discounts

1. Discounts cannot be exchanged for cash.
2. Coupons cannot be retroactively applied.
3. Promotional purchases may be final sale.
4. Bundle refunds may be prorated.
5. If part of a bundle has been accessed, downloaded, redeemed, or used, the entire bundle may become non-refundable.
6. Store credits may be issued instead of refunds for promotional purchases.

17. Duplicate Purchases and Billing Errors

18. Unauthorized Transactions

19. Chargebacks and Payment Disputes

1. Account suspension.
2. Service suspension.
3. Cancellation of pending orders.
4. Revocation of access.
5. Delay or cancellation of refunds.
6. Recovery of chargeback fees.
7. Termination of account access.
8. Refusal of future transactions.

20. Store Credits

1. Are not cash.
2. May be limited to certain products or services.
3. May expire if stated at the time of issuance.
4. May not be transferable.
5. May not be redeemable for exam vouchers, third-party products, or custom services unless we approve.
6. May not be refunded once issued, except where required by law.

21. Non-Refundable Items

1. Accessed courses.
2. Completed courses.
3. Downloaded digital products.
4. Delivered eBooks.
5. Issued exam vouchers.
6. Redeemed exam vouchers.
7. Expired exam vouchers.
8. Completed live meetings.
9. Missed live meetings.
10. Completed bootcamps.
11. Started bootcamps.
12. Completed cybersecurity services.
13. Deposits and retainers.
14. Setup fees.
15. Emergency response fees.
16. Custom work.
17. Consulting services already performed.
18. Subscription fees after the billing period begins.
19. Promotional or final-sale purchases.
20. Products or services purchased in violation of our Terms of Service.

22. Refunds Required by Law

23. Order Fulfillment and Delivery Delays

24. Changes to This Policy

25. Contact Information