Refund & Cancellation Policy
Last updated: October 17, 2026
This Refund & Cancellation Policy applies to certificate services provided by International Cyber Security (Pvt) Ltd through the ICS Certify platform.
1. Invoice Payments
All certificate services are invoiced upon request approval. Payment must be received before certificate production and delivery proceeds, unless alternative payment terms have been agreed in writing with the institution.
2. Processing Fees
Certificate processing fees cover request review, security feature generation, platform usage, and administrative costs. Processing fees are non-refundable once certificate production has commenced.
3. Duplicate Payments
If a duplicate payment is made in error, contact payments@icscertify.com with your invoice reference and payment details. Verified duplicate payments will be refunded within 14 business days.
4. Refund Eligibility
Refunds may be considered in the following circumstances:
- Certificate request cancelled before production has commenced
- Duplicate payment verified by our accounts team
- Service not delivered due to fault on the part of ICS Certify
- Printing error attributable to ICS Certify production
Refunds are not available for:
- Certificates already printed and delivered
- Requests cancelled after production has started
- Incorrect information submitted by the institution
- Change of mind after request approval
5. Cancellation Requests
Institutions may request cancellation of a certificate request by contacting support@icscertify.com before production commences. Cancellation requests received after printing has started may incur partial charges for work already completed.
6. Processing Timelines
- Cancellation requests: reviewed within 2 business days
- Approved refunds: processed within 14 business days
- Refunds issued to the original payment method where possible
7. How to Request a Refund or Cancellation
Contact our team with the following information:
- Institution name and contact person
- Invoice number or certificate request reference
- Reason for refund or cancellation request
- Supporting documentation if applicable
Payments: payments@icscertify.com
Support: support@icscertify.com
Phone: +94 77 956 0838
8. Disputes
If you are dissatisfied with a refund decision, contact support@icscertify.com to escalate your case. All disputes are handled in accordance with our Terms and Conditions and governed by the laws of Sri Lanka.