Refund & Returns Policy
Effective Date: 08/07/2025
1. Nature of Our Services
PPCS provides professional consulting services, including:
- ✓ Cyber Essentials and Cyber Essentials Plus certification
- ✓ ISO 27001 implementation and certification support
- ✓ ISO 42001 (AI Governance) consulting
- ✓ Security audits, gap analysis, and risk assessments
- ✓ Staff training and awareness programs
- ✓ Ongoing compliance maintenance and support
Our services are time-based professional consulting engagements delivered to business clients under formal service agreements.
2. Service Delivery and Satisfaction Guarantee
Our Commitment to Quality
We are committed to delivering professional services that meet agreed specifications and timelines. Before commencing any engagement, we will:
- ✓ Provide a detailed scope of work and deliverables
- ✓ Agree project timelines and milestones
- ✓ Establish clear communication channels and reporting structures
- ✓ Ensure you understand what will be delivered and when
What Happens If You’re Not Satisfied
If at any point during an engagement you are not satisfied with our work, we will:
- Listen to your concerns – We take client feedback seriously and will schedule an immediate review meeting
- Identify the issue – Understand specifically what aspects of our service have not met expectations
- Propose a resolution – This may include revising deliverables, providing additional support at no cost, or adjusting our approach
- Implement corrections – We will work to rectify any shortfalls in service delivery promptly
Our goal is to resolve concerns collaboratively, ensuring you receive the value and outcomes agreed in your service contract.
3. Refund Policy for Professional Services
When Refunds May Apply
Refunds may be considered in the following circumstances:
✓ Non-Delivery of Agreed Services
If we fail to deliver services as specified in your service agreement through no fault of your own, you may be eligible for a full or partial refund of fees paid.
✓ Material Breach of Contract
If we materially breach the terms of our service agreement and are unable to remedy the breach within a reasonable timeframe, refunds may be issued for undelivered work.
✓ Mutual Agreement to Terminate
If both parties agree to terminate an engagement early, we will refund any fees paid for work not yet completed, minus reasonable costs already incurred.
When Refunds Do Not Apply
✗ Work Already Completed
Services already delivered, including consultations, audits, documentation, training sessions, or certification submissions, are non-refundable. You are paying for professional time and expertise, which cannot be “returned” once provided.
✗ Client-Initiated Delays or Scope Changes
If project delays or scope changes are requested by you, or if you are unable to provide required information/access in a timely manner, any additional costs or extended timelines will not be grounds for refund.
✗ Third-Party Certification Fees
Certification body fees (paid to UKAS-accredited organizations for Cyber Essentials, ISO 27001, etc.) are non-refundable once submitted, as these are external costs we pay on your behalf.
✗ Failure to Achieve Certification Due to Client Non-Compliance
If certification is not achieved because your firm does not implement required controls, fails audit requirements, or does not follow our recommendations, this is not grounds for refund. We provide consulting and preparation services; ultimate compliance responsibility rests with your firm.
✗ Change of Mind
Professional services engagements are contractual commitments. Deciding you no longer wish to pursue certification or compliance after work has commenced is not grounds for refund, though we will work with you to pause or adjust scope where feasible.
4. Gap Analysis and Initial Assessments
Free Gap Analysis Offer
We offer a free gap analysis (normally £500) to prospective clients considering our services. This assessment provides:
- ✓ Review of your current security posture
- ✓ Identification of gaps relative to certification requirements
- ✓ Recommendations for next steps
If you proceed with our services, the £500 gap analysis fee is credited to your first invoice.
Paid Gap Analysis (Without Proceeding)
If you request a gap analysis but decide not to proceed with implementation services:
- • The £500 fee is payable if you do not engage us for follow-on work within 90 days
- • The gap analysis report and recommendations remain your property
- • This fee covers the professional time invested in assessing your specific situation
5. Monthly Maintenance and Support Packages
Our ongoing maintenance packages (from £300/month) are provided on a rolling monthly basis with the following terms:
- ✓ No lock-in contracts – Cancel with 30 days’ written notice
- ✓ No refunds for partial months – Services are billed monthly in advance; cancellation takes effect at the end of the notice period
- ✓ Service continuity – We will continue to provide support through your notice period to ensure smooth transition
6. Cancellation and Termination
Client-Initiated Cancellation
If you wish to cancel or terminate an engagement:
- Provide written notice to hello@ppcs.uk stating your intention to terminate and the reason
- Settlement of outstanding work – We will invoice for all work completed up to the termination date
- Handover of deliverables – All completed documentation, reports, and materials will be provided to you
- Refund calculation – Any advance payments for work not yet commenced will be refunded within 14 business days
PPCS-Initiated Termination
In rare circumstances, we may terminate an engagement if:
- • Your firm is unable or unwilling to provide necessary information or access
- • There are material breaches of the service agreement by your firm
- • The working relationship has broken down irreparably
In such cases, we will provide written notice and refund any advance payments for work not completed.
7. Disputes and Resolution
We are committed to resolving any concerns or disputes amicably and professionally.
Step 1: Direct Discussion
Contact your account manager or Sal Nasser directly at hello@ppcs.uk to discuss your concerns. Most issues can be resolved through open dialogue.
Step 2: Formal Complaint
If direct discussion does not resolve the matter, submit a formal written complaint outlining:
- • The nature of the issue
- • What resolution you are seeking
- • Any supporting evidence or documentation
We will respond within 5 business days with our proposed resolution.
Step 3: Independent Mediation
If we cannot reach a mutually acceptable resolution, we may agree to independent mediation before pursuing formal legal action.
8. Limitation of Liability
Professional Indemnity Insurance
PPCS maintains professional indemnity insurance covering our consulting services. Our liability is limited to the amount of fees paid for the specific engagement in question, except in cases of gross negligence or willful misconduct.
Certification Outcomes
We provide consulting services to help you achieve certification. However:
- • We do not guarantee certification outcomes – Final certification decisions rest with independent certification bodies
- • We guarantee our best professional efforts – We will apply our expertise diligently and in accordance with industry standards
- • Your firm’s compliance is your responsibility – We advise and guide, but you must implement and maintain controls
9. Payment Terms and Refund Processing
Payment Terms
- • Implementation projects: 50% deposit at project commencement, 50% upon completion (or milestone-based for larger projects)
- • Maintenance packages: Monthly in advance via direct debit or standing order
- • Ad-hoc services: Payment due within 14 days of invoice
Refund Processing
Where refunds are approved:
- ✓ Refunds will be processed using the original payment method
- ✓ Processing time: 5-10 business days from approval
- ✓ You will receive written confirmation once the refund has been issued
- ✓ If a refund does not appear within 10 business days, please check with your bank before contacting us
10. Changes to This Policy
We may update this Refund & Returns Policy from time to time to reflect changes in our services or legal requirements. Updated versions will be posted on our website with a revised effective date.
For material changes, we will notify existing clients via email to their primary contact.
11. Contact Us
If you have questions about this policy, wish to discuss a service concern, or need to request a refund, please contact:
Prime PC Services (PPCS)
Email: hello@ppcs.uk
Phone: 07756 797955
Website: PPCS.uk
Location: Fleet, Hampshire, UK
We value your business and are committed to delivering professional services that help your firm achieve compliance with confidence.