How long does it take to process the order?
From a couple of minutes to a couple of days depending on the product or service that has been ordered. When payments for orders are made manually e.g. via bank transfer, one extra day should be added to the timelines. Some estimates are listed below to allow customers to better understand the current timelines:
Digital downloads – typically instant download is immediately available after payment has been received.
Subscriptions – services will be made available to customers as soon as payment is received. However, if additional configuration is required, from 1 hour to one extra day may be needed to process the order.
Services – depending on what is required, from 1 hour to 2 working days, after the payment is received. For security testing, and penetration testing services, the service delivery date will be agreed with the customer in advance, subject to availability of free time slots in our scheduling diary. Any other services that may include provisioning access to specific products or tools will typically be made available to the customer immediately after we receive the payment.
Training and research – from 1 to 2 days to process the order and collect all required information to the deliver bespoke service to the clients. Delivery date will be agreed with the customer in advance.
Custom made products – the estimate will be provided within product description. It could be anything from 1 day to 30 days or longer depending on what is required. For example, if you need custom made hardware for a one-off project, we will fulfil the order and securely deliver it to you within the agreed time frame.
Do you offer refunds?
No, we don’t. We create bespoke products and services for customers that are unique and not widely available. However, for some products and services we may be able to offer full refund as long as customers contact us within 14 days of the date of the purchase and have the receipt. Our terms and conditions and the refund and return policy are available here.
Are prices inclusive of VAT and other taxes that may be applicable?
Prices listed do not include the VAT and other taxes. If applicable, taxes will be added automatically, before orders can be placed.
We are not VAT registered and do not charge VAT, therefore pricing is more competitive. However, at short notice we may need to register for VAT in the UK, if our turnover exceeds the threshold required for registration. At any point in time, if we complete the VAT registration due to legal requirements, we will add 20% tax or any other applicable tax rate to all products and services. The change will also be reflected in invoicing which will include VAT tax breakdown rather than no tax charges as per current pricing model.
Do you offer delivery service for physical products?
As we do not currently sell physical products, we do not offer delivery services via 3rd party providers. However, in future we will securely deliver custom made physical goods and products to customers free of charge, if necessary.
Can I cancel subscriptions?
Yes, you can, anytime from within your customer account profile using “Subscriptions” tab. Depending on what subscription covers, you may loose access to the service/product immediately after cancellation. Your cancellation will be effective immediately, and from next billing cycle and no more payments will be required.
Can I place an order without a customer account?
During the checkout you will be able to setup a new customer account. Once the order has been placed, you will receive instructions by email explaining how to setup your account. For security reasons, we do not process orders from customers who do not have customer accounts. If you are an existing customer, you will be able to log into your account during the checkout. Alternatively, you will also be able to log into your customer profile anytime by visiting “My account” page on our website.
Can I secure my account with two factor authentication?
Yes, you can. Once your account has been created, log in and you will see an option within your profile to enable two-factor authentication. We recommend all customers to enable that option for extra security.
Can I configure strong passwords for my account?
Yes, you can. By default our policy requires all customers to create strong passwords that meet complexity requirements. This is mandated for customer’s protection.
Can I delete my account?
Yes, you can. Please contact us, for further details.
Can I reset my password?
Yes, you can. Either via your customer account profile or using a
password reset link, if available. If you have forgotten your password
and need to reset it automatically, please get in touch with us first,
in case, the forgotten password functionality is not available to you.
What methods of payments do you accept?
For online orders a manual bank transfer is the only available payment option. In future, the “Pay by Bank” instant account to account payments will be also available to allow customers to place orders for higher value services and products.
What currencies do you accept?
All bank payments should be made in GBP (pound sterling – UK currency) as the settlement currency.
Where is the shopping cart?
You can access the cart via “Shop” navigation menu by viewing the basket or by clicking on the cart icon on the same page. Alternatively, scroll down to the bottom of any page until you reach the footer section, on the right hand side you will see an icon for the cart.