Payment Terms, Refund and Dispute Policy

OALO Security Ltd | Company No. 12094453 Effective Date: 30 March 2026

OALO Security Ltd ("we", "us", or "our") provides Cyber Essentials assessment services to business customers within the United Kingdom. By purchasing our services, you confirm you are acting in the course of business and agree to the terms set out below.

1. Business Customers Only

Our services are provided strictly on a business-to-business basis. By purchasing, you confirm that you are not acting as a consumer.

2. Payment Terms

2.1 Fees

All fees must be paid in full prior to commencement of any services unless otherwise agreed in writing.

2.2 Payment Method

Payments are processed via Stripe or other approved methods. By submitting payment, you authorise us to charge the agreed amount.

2.3 Immediate Service Commencement

Work begins immediately upon purchase. Service is deemed to have commenced when we begin any of the following:

• Creating your Cyber Essentials application
• Providing access to assessment systems, platforms, or documentation
• Reviewing submitted information
• Delivering guidance or support

3. Strict No Refund Policy

3.1 General Rule

All payments are non-refundable once services have commenced.

3.2 Cost Recovery Basis

The creation of a Cyber Essentials application and associated onboarding incurs non-recoverable costs. Once this work has begun, no refunds will be issued under any circumstances.

3.3 No Refund Scenarios

Refunds will not be provided in cases including, but not limited to:

• Failure to achieve Cyber Essentials certification
• Submission of incorrect, incomplete, or misleading information
• Delays or non-responsiveness from the client
• Withdrawal from the process after purchase
• Failure to complete required actions

4. Cancellation Policy

4.1 Before Work Starts

If cancellation is requested before any work has commenced, we may, at our sole discretion, offer a full or partial refund.

4.2 After Work Starts

Once any work has commenced, cancellations are not permitted and no refunds will be issued.

5. Disputes and Chargebacks

5.1 Contact Requirement

You must contact us first to resolve any issue before initiating a payment dispute.

• Email: [email protected]
• Phone: 0114 4000240

5.2 Chargeback Response

If a dispute is raised via a payment provider, we will provide evidence including:

• Proof of service commencement
• Records of work completed
• Acceptance of these terms at the point of purchase

We reserve the right to recover any costs associated with unjustified chargebacks.

6. Service Scope

Our standard service covers Cyber Essentials (CE) online assessments. Cyber Essentials Plus (CE+) and any additional services are provided separately and subject to separate agreement.

7. Limited Refund Exceptions

Refunds will only be considered where:

• You have been charged in error
• We fail to deliver the agreed service due to our fault

All such requests must be submitted within 14 days of payment.

8. Legal Position

As our services are supplied exclusively to business customers, the Consumer Contracts Regulations 2013 do not apply.

9. Amendments

We reserve the right to update this policy at any time. The latest version will always be available on our website.

10. Contact Details

OALO Security Ltd Electric Works, 3 Concourse Way Sheffield City Centre Sheffield S1 2BJ

• Email: [email protected]
• Phone: 0114 4000240