Refund & Cancellation Policy

01. Introduction & Corporate Identity

This Refund & Cancellation Policy ("Policy") forms an integral part of the Terms & Conditions of KHODSHIMA SUMN ASSIST LTD ("Company", "we", "us", or "our"), a private limited company incorporated in England and Wales under company registration number 17435961, with its registered office at 128 City Road, London, United Kingdom, EC1V 2NX.

This Policy sets out the circumstances under which refunds are available for the Company's one-time IT engineering services, digital script products, and turnkey installation packages. It is issued in accordance with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Supply of Goods and Services Act 1982, and the Electronic Commerce (EC Directive) Regulations 2002.

02. Business Model & Service Categories

The Company operates exclusively on a one-time purchase model. There are no subscriptions, no recurring billing, no auto-renewals, and no ongoing maintenance contracts. Refund eligibility depends on the category of service purchased:

• Digital Script Products: Downloadable shell scripts (.sh) and configuration artifacts delivered electronically without direct server access by the Company.
• Turnkey Installation Services: Packages where the Company performs direct configuration on the Client's server infrastructure during a scheduled maintenance window.
• Custom Engineering Engagements: Bespoke quotations for work outside standard packages, agreed in writing prior to commencement.
• Security Audit Assessments: One-time audit reports and executive summaries delivered electronically.

03. Cancellation Rights

Pre-Delivery Cancellation (All Categories): The Client may cancel an Order at any time before the Company has commenced work — i.e., before the maintenance window is scheduled, before digital deliverables have been produced, or before custom engineering work has begun. In such cases, a full refund will be issued within 14 business days to the original payment method.

Statutory Cancellation Period (Consumers): Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers (as distinct from business-to-business clients) have a statutory right to cancel within 14 calendar days from the date of contract formation. However, for digital content delivered by download, this right is lost if the consumer has explicitly requested immediate delivery and acknowledged that they will lose their cancellation right once delivery begins.

Order Declined by Company: Where the Company declines an Order for any reason — including but not limited to scope restrictions, sanctions screening, or unmet technical prerequisites — a full refund is issued within 14 business days.

04. Refund Policy — Digital Script Products

Digital Script Products are delivered electronically via secure download link or email attachment. Due to the immediate, non-returnable nature of digital goods:

• Before Download: If the Client has not yet downloaded the deliverable and the Company has not yet produced it, a full refund is available upon cancellation.
• After Download: Once the digital product has been successfully downloaded, refunds are not available, except where the deliverable is demonstrably defective and the Company fails to remediate the defect within the applicable Warranty Period (see Section 10).
• Defective Deliverable: If the script contains material errors attributable to the Company's work (not to Client modifications, environment changes, or third-party software updates), the Company will issue a corrected version at no cost. If remediation is not possible within a reasonable timeframe, a full or partial refund may be issued at the Company's discretion.

05. Refund Policy — Turnkey Installation Services

Turnkey Installation services involve direct configuration on the Client's server during a scheduled maintenance window. Refund eligibility is as follows:

• Company Failure to Perform: If the Company fails to perform the agreed services during the scheduled maintenance window due to its own fault (e.g., engineer unavailability, technical failure on the Company's side), a full refund will be issued.
• Client Cancellation Before Maintenance Window: If the Client cancels before the scheduled maintenance window has commenced and the Company has not yet begun preparation work, a full refund will be issued.
• Client Cancellation During Maintenance Window: If the Client cancels after the maintenance window has commenced but before completion, a pro-rata refund may be issued at the Company's discretion, reflecting the proportion of work not yet performed. Work already completed (including server access, diagnostic analysis, and partial configuration) is non-refundable.
• Completed Installation: Once the maintenance window is completed and the final executive report is issued, the service is deemed delivered and accepted (subject to the 48-hour defect notification period). Refunds are not available post-acceptance, except for defects covered under the Warranty Period.
• Client Unavailability: If the maintenance window cannot proceed due to the Client's failure to provide access, prerequisites, or cooperation (e.g., server unreachable, SSH not configured, backups not taken), the Company may reschedule once at no cost. A second rescheduling fee of 50% of the Order value may apply. If the Client remains unavailable after two scheduled attempts, the Order is deemed completed and no refund is available.

06. Refund Policy — Custom Engineering Engagements

For bespoke engineering work quoted outside standard packages:

• Before Commencement: Full refund available if cancelled before the Company begins work, as confirmed by written commencement notice.
• After Commencement: Pro-rata refund based on the percentage of work not yet completed, as assessed by the Company. Any non-refundable costs already incurred (e.g., third-party tooling, dedicated infrastructure provisioning) will be deducted from the refund amount.
• Milestone-Based Engagements: Where work is structured in milestones, completed and accepted milestones are non-refundable. Unstarted milestones are fully refundable.

07. Refund Policy — Security Audit Assessments

Security audit assessments are one-time analytical deliverables (Lynis reports, vulnerability scans, executive summaries). As these involve the Company's expert analysis rendered into a report:

• Before Report Delivery: Full refund available if cancelled before the audit report has been generated and delivered.
• After Report Delivery: Once the audit report has been delivered electronically, refunds are not available, as the analytical work product has been rendered and cannot be returned. If the report contains material factual errors attributable to the Company, a corrected version will be issued at no cost.

08. Refund Processing & Timeline

• Method: All refunds are processed to the original payment method used at checkout (via Stripe or Airwallex). The Company does not issue refunds to alternative accounts or third-party payment methods.
• Timeline: Approved refunds are initiated within 14 business days of approval. The Client's bank or card issuer may require an additional 5-10 business days to reflect the refund in the Client's account.
• Currency: Refunds are issued in the same currency as the original transaction. Exchange rate fluctuations are borne by the Client.
• Partial Refunds: Where a pro-rata refund is applicable, the Company will provide a written breakdown of the calculation, including work completed and work remaining.

09. Chargebacks & Payment Disputes

The Client agrees not to initiate unjustified chargebacks or payment reversals through their bank or card issuer without first contacting the Company to seek resolution. In the event of a disputed transaction:

1. The Client must first submit a written complaint to info@khodshimasumnassistltd.com with full details of the dispute.
2. The Company will respond within 14 business days with a proposed resolution.
3. If the matter cannot be resolved through negotiation, the Client may escalate to the courts of England and Wales or, for EU consumers, the European Commission's Online Dispute Resolution platform.

The Company reserves the right to dispute fraudulent or unjustified chargebacks with the issuing bank, payment processor (Stripe/Airwallex), and relevant card schemes. Costs associated with defending unjustified chargebacks may be recovered from the Client.

10. Warranty Period & Defect Remediation

Deliverables are covered by a Technical Warranty Period from the date of delivery. The warranty duration depends on the purchased service tier:

• Scripts + Guide (100 €): Lifetime script updates only — corrected script versions provided at no cost. No installation or configuration warranty (self-managed deployment);
• Scripts + Installation (250 €): 30-day warranty — full defect remediation including remote SSH remediation sessions;
• Setup + Audit + Report (500 €): 60-day warranty — full defect remediation including re-scan and report corrections;
• Enterprise Contract: 1-year warranty per bespoke SLA terms — full defect remediation, quarterly re-audits, priority 24/7 emergency escalation.

During the applicable Warranty Period:

• The Company will remediate any configuration defect or script error attributable to its own work at no additional cost;
• If remediation is not possible within a reasonable timeframe (assessed on a case-by-case basis), a full or partial refund may be issued;
• The warranty does not cover issues caused by Client modifications, third-party software updates, environment changes after delivery, force majeure events, or inaccurate information provided by the Client;
• For full warranty details, see our SLA & Warranty Policy.

11. Prohibited Activities & Service Refusal

The Company does not provide services and will not process refunds for Orders retroactively identified as involving prohibited activities, including but not limited to:

• Financial services, banking infrastructure, payment processing, or FCA-regulated activities;
• Cryptocurrency exchanges, wallets, ICO/IDO, DeFi, or mining infrastructure;
• Gambling, betting, lottery, or gaming platforms;
• Adult content hosting or distribution infrastructure;
• Illegal activities, money laundering, terrorism financing, or sanctions evasion;
• Infrastructure abuse (spam, DDoS, botnets, credential stuffing).

Where the Company discovers, after payment, that an Order involves prohibited activities, the Company may cancel the Order, cease all work, and issue a refund at its sole discretion. In cases of illegal activity or sanctions violations, no refund will be issued and the matter will be reported to the relevant UK authorities.

12. International Sanctions Compliance

In compliance with UK Office of Financial Sanctions Implementation (OFSI), HM Treasury, United Nations, European Union, and US OFAC sanctions regimes, the Company does not process payments or provide refunds to individuals, entities, or jurisdictions subject to comprehensive international sanctions. If an Order is identified as originating from a sanctioned jurisdiction or individual after payment, the transaction will be reported to the relevant authorities and no refund will be issued.