Refund & cancellation policy
Wallsec is a UK investigation practice, not a fund-recovery service. We charge for analysis and reporting work, so our refund terms are written in plain language and apply to every engagement.
Written quote before any payment
Every engagement starts with a written, fixed-scope quote setting out the work, the deliverable and the price. Nothing is charged before you accept it in writing.
14-day cancellation right
As a consumer you may cancel within 14 days of accepting the quote. If you ask us to begin during that period, we may keep a proportionate amount for work already carried out.
Full refund before work starts
If you cancel before we begin the investigation, you receive a full refund of anything paid, returned to the original payment method.
Partial refunds after work begins
Once analysis has started, we refund the unused portion of the fee based on hours recorded. We will send you the time record with the refund calculation.
If we cannot deliver
If we conclude that the work we quoted for is not possible, we tell you, stop, and refund the fee for the part we cannot deliver. We do not charge for a report we cannot produce.
How to request a refund
Email contact@wallsec.co.uk with your case reference. We acknowledge within one business day and process approved refunds within 14 days.
What we never do
- We never guarantee that lost funds will be returned.
- We never ask for private keys, seed phrases or remote access to your devices.
- We never ask you to send cryptocurrency to “unlock”, “release” or “verify” funds.
This policy sits alongside our terms of service and complaints procedure. Nothing here removes your statutory rights under UK consumer law.