Legal
Refund Policy
How Softgategrid handles fees, cancellations, and refunds for cybersecurity engineering consulting engagements.
Last updated: 17 August 2026.
Scope
This policy applies to Softgategrid cybersecurity engineering consulting engagements booked under a written agreement. Website rate cards are informational and do not themselves create a payable order.
Eligibility
Refund eligibility depends on whether work has started, whether a deposit was taken, and the cancellation notice provided. Softgategrid does not sell downloadable software packages from this website; utility availability via Veve is governed by that destination’s terms.
Timeframe to request
Refund requests should be sent to info@softgategrid.digital within 14 days of the event giving rise to the request (for example, a cancelled kickoff or billing error), unless the engagement agreement sets a different window.
Full or partial refunds
- Before kickoff: If you cancel more than 10 business days before the agreed start and no preparatory work was performed, Softgategrid typically refunds prepaid fees in full minus any non-recoverable travel already authorised in writing.
- Within 10 business days of kickoff: A partial refund may apply after deducting scoping time already delivered, commonly up to 30% of the engagement fee unless otherwise agreed.
- After work starts: Fees for completed workshops, reviews, or deliverables are non-refundable. Unused future days may be partially credited at Softgategrid’s discretion.
Non-refundable items
Third-party costs (venues, pre-approved travel, specialised tooling licences purchased for the client) are non-refundable once incurred. Completed written deliverables remain payable.
Deposits
Where a deposit secures calendar time, it is applied to the final invoice. Deposits become non-refundable if the client cancels inside the notice window stated in the engagement letter.
Rescheduling and no-shows
Softgategrid allows one reschedule with at least 5 business days’ notice at no additional fee when capacity allows. Client no-shows for scheduled workshop days may be billed as delivered.
Work already started
Evidence review, workshops held, and draft findings issued count as started work. Refunds for those portions are not available.
Process and timing
Email info@softgategrid.digital with the engagement reference, reason, and preferred remittance details. Softgategrid confirms eligibility within 5 business days and, where approved, processes refunds within 14 business days to the original payment method where possible.
Method
Refunds are issued to the original payer via bank transfer or the original card rail. Softgategrid does not refund in cryptocurrency or via exchange accounts.
Exceptions
Statutory rights under United Kingdom law that cannot be waived remain unaffected. Engagement-specific schedules in signed statements of work take precedence where they expressly modify this policy.
Contact for refund requests
info@softgategrid.digital · 07017013893 · 29 Guild Street, London, N16AA, United Kingdom