Refund & Service Level Agreement

ETHAR LABS UK LTD · Company No. 17032523

1. Service Level (Full Upfront Orders)

Orders paid in full upfront receive priority scheduling with a target delivery window of twenty-four (24) hours from verified payment and validated scope, excluding client-caused delays or force majeure.

2. Milestone Orders

Milestone plans follow desk progression: Milestone 1 (40%) initiates intake and passive reconnaissance; Milestone 2 (40%) is due before remediation engineering; Milestone 3 (20%) is due before Principal Engineer sign-off and PDF release. SLA timers apply from each verified milestone unless otherwise agreed in writing.

3. Delivery Guarantee

If we fail to deliver the certified PDF report within the applicable SLA after scope validation, you may request a pro-rata credit or expedited re-performance at no additional fee, at our discretion and subject to verification that scope and payments were complete.

4. Refunds

Refunds are considered when: (a) payment was duplicated in error; (b) we decline engagement before work begins due to scope conflict; or (c) material non-delivery under Section 3. Milestone payments for completed desk stages are non-refundable once that stage’s deliverables have been produced and logged in your order portal.

5. Disputes

Contact support@etharlabs.uk with your order ID. We aim to acknowledge within one business day and resolve within ten business days. Unresolved disputes may proceed under the jurisdiction clause in our Terms of Service.

6. Report Retention

Certified PDF reports remain available for download for ninety (90) days after release unless extended by agreement, after which encrypted archival deletion applies per our Privacy Policy.