Cancellation Policy for Services

Last updated: 2 July 2026

This policy explains how cancellation works when you buy services from CyberSprouts.

CyberSprouts provides services, not returnable goods. When you buy from us, you are usually buying professional time, assessment work, advice, exposure checks, report preparation, consultancy or support activity.

This policy should be read alongside our Service Terms and Conditions, Privacy Policy, and any service description, quote, order confirmation or proposal we provide to you.

1. Who we are

CyberSprouts is operated by CyberSprouts Limited, a company registered in England and Wales.

• Company number: 13031873
• Registered office: 61 Bridge Street, Kington, United Kingdom, HR5 3DJ
• Contact email: hello@cybersprouts.com

2. What this policy covers

This policy applies to CyberSprouts services, including:

• cyber-safety assessments;
• digital safety reviews;
• exposure checks;
• consultancy and advisory services;
• family cyber-safety support;
• private client security and privacy support;
• incident, crisis-response and recovery support;
• reports, recommendations and action plans prepared as part of a service.

This policy does not apply to services purchased from third-party providers, even if we link to them or use their platforms. Their own terms may apply.

3. Payment before work starts

Unless we agree otherwise in writing, CyberSprouts services must be paid for before work starts.

We do not normally begin assessments, exposure checks, consultancy, report preparation or support activity until payment has been received and the order has been confirmed.

Payment does not remove your cancellation rights, but cancellation rights may be affected once you ask us to begin work and we start or complete the service.

4. Fixed-price services

Many CyberSprouts services are sold on a fixed-price basis.

A fixed price means that you are paying for the agreed service or package described at the point of purchase. It does not mean that the service is returnable once completed.

The service description, order page, quote or proposal will normally explain what is included, what is excluded, and any expected next steps.

5. Ad-hoc, hourly or flexible-price services

Some CyberSprouts services may be provided on an ad-hoc, hourly, day-rate, capped-fee, staged or flexible-price basis.

Where this applies, the charging basis will normally be set out in the relevant quote, proposal, order confirmation or written agreement.

If you cancel before work starts, we will normally provide a full refund of any amount paid in advance.

If you cancel after work has started, we may deduct or charge a reasonable amount for work already carried out before cancellation. This may include administrative, preparation, assessment, consultation, exposure-check, analysis, report-preparation or support work already performed.

If a spending cap or prepaid block of time applies, we will not exceed that cap or block without further agreement, unless a different arrangement has been agreed in writing.

6. Prompt start after payment

CyberSprouts services are often intended to start promptly after payment and may be completed within a few days.

Because consumer cancellation rules may provide a 14-day cancellation period for distance-sold services, we may ask you during checkout or order acceptance to confirm that:

• you want CyberSprouts to begin work before the 14-day cancellation period has ended;
• you understand that you are buying a service involving professional time, assessment work, advice, exposure checks, report preparation or support activity, not returnable goods;
• you understand that if you cancel after work has started, you may have to pay for work already carried out;
• you understand that if the agreed service is fully completed before you cancel, you may lose the right to cancel that completed service.

We will normally ask for this confirmation before payment is completed or before work starts.

7. Order confirmation

After you place an order, we will normally send an order confirmation by email.

The confirmation may include:

• the service purchased;
• the price paid;
• the order date;
• the expected next step;
• a link to or copy of this policy;
• confirmation that you requested CyberSprouts to begin work promptly before the end of the 14-day cancellation period, where applicable.

You should keep the order confirmation for your records.

8. Consumer cancellation rights

If you are a consumer and you buy services from us at a distance, for example online, by email or by phone, you may have a legal right to cancel the contract within 14 days without giving a reason.

For services, the 14-day cancellation period normally starts the day after the contract is agreed.

However, this does not mean that you can receive a completed CyberSprouts service and then cancel it simply because the 14-day period has not yet ended.

If you asked us to begin work during the 14-day cancellation period and then cancel before the service is completed, you may have to pay for the work already carried out up to the point you cancel.

If you asked us to begin work during the 14-day cancellation period and the agreed service is fully completed before you cancel, you may lose the right to cancel that completed service.

9. How to cancel

To cancel, email hello@cybersprouts.com and include:

• your name;
• the email address used to book or purchase the service;
• the service you purchased;
• the date of purchase or booking;
• a clear statement that you wish to cancel.

You do not need to use any particular wording.

10. Cancellation before work starts

If you cancel before we have started work, we will normally provide a full refund.

Work may include, for example:

• reviewing information you have provided;
• analysing survey responses;
• preparing for a consultation;
• carrying out agreed exposure checks;
• preparing notes, findings, recommendations or reports;
• providing advice, consultancy or support;
• undertaking incident or crisis-response activity.

11. Cancellation after work has started

If you cancel after work has started but before the service is complete, we may deduct or charge a reasonable amount for the work already carried out.

This amount may reflect:

• the time spent;
• the stage of work reached;
• any agreed fixed-price stage that has been completed;
• any third-party or administrative costs already incurred;
• any consultation, assessment, exposure-check, report-preparation or support work already performed.

We will not charge for work that has not been performed, unless a separate booking, missed-appointment or fixed-stage term applies and was made clear to you before purchase.

12. Completed services

If you asked us to begin work during the cancellation period and we fully complete the agreed service before you cancel, you may lose the right to cancel that completed service.

For example, if you ask us to carry out an exposure check, prepare a cyber-safety review, deliver a consultation, produce a report or provide crisis-response support, and we complete the agreed work, a cancellation refund may not be available for that completed work.

This does not affect your legal rights if the service was not provided with reasonable care and skill.

13. Reports, action plans and digital documents

Some CyberSprouts services include reports, action plans, guides, findings or other digital documents.

Where these are prepared as part of a service, they are treated as part of that service.

Once we have prepared or delivered a report, action plan or other agreed output, that work may be treated as completed work for cancellation purposes.

If we provide standalone digital content for purchase in the future, separate digital-content cancellation terms may apply.

14. Rescheduling appointments or consultations

If your service includes a consultation, call or meeting, you may ask to reschedule by emailing hello@cybersprouts.com.

Where possible, we will try to offer a reasonable alternative time.

If you repeatedly reschedule, miss appointments, or do not provide required information, we may treat the service as cancelled by you and may deduct a reasonable amount for work already performed or time reserved.

15. Missed appointments

If you do not attend a scheduled consultation or meeting and do not give reasonable notice, we may charge for the missed session or deduct the missed-session value from any refund.

We will consider the circumstances before doing this.

16. Delays caused by missing information

Some CyberSprouts services depend on you providing accurate and timely information.

If we cannot continue because you have not provided required information, we may pause the service and ask you to provide what is needed.

If the service cannot reasonably be completed because information is not provided, we may cancel the remaining work and refund any amount that relates to work not yet performed, after deducting a reasonable amount for work already carried out.

17. Where we cancel or refuse work

If we cancel a service before starting work, we will normally provide a full refund.

If we cancel after work has started, we will normally refund any amount that relates to work not yet performed.

We may cancel or refuse to continue a service where:

• the request is outside the agreed scope;
• the request is unlawful, unsafe or inappropriate;
• we are asked to access accounts, systems or information without proper authority;
• we are asked to obtain passwords, recovery codes or security credentials;
• we are asked to bypass security controls;
• we are asked to carry out covert monitoring;
• we are unable to obtain the information needed to provide the service;
• continuing would create an unacceptable legal, ethical, security or safeguarding risk.

18. No guarantee of outcome

CyberSprouts provides advice, assessment, support and recommendations based on the information available at the time.

A refund will not normally be available simply because:

• you disagree with a finding or recommendation;
• a report identifies fewer or more issues than expected;
• an exposure check does not find public results;
• a risk cannot be fully removed;
• a third-party platform, provider or authority does not act in the way you hoped;
• a cyber-safety issue continues after advice has been provided.

This does not affect your legal rights if a service has not been provided with reasonable care and skill, is not as described, or is not provided within a reasonable time.

19. Business customers

If you buy services for business purposes, statutory consumer cancellation rights may not apply.

Cancellation rights for business customers will be as set out in the relevant proposal, quote, invoice, service terms or written agreement.

20. Your legal rights

Nothing in this policy affects your statutory rights.

If you are a consumer, you may have rights where a service is not provided with reasonable care and skill, is not as described, or is not provided within a reasonable time.

21. Questions

For questions about cancellation, contact:

hello@cybersprouts.com