Refund Policy
Clear, transparent, and customer-friendly refund terms for all CSEM CTF services and events
7-Day Window
Request refunds within 7 days of purchase for full consideration
Fast Processing
Approved refunds processed within 7-10 business days
24/7 Support
Our team is here to help with any refund questions
1. Refund Eligibility
Eligible for Refunds:
- • Paid CTF event registrations (premium tournaments, workshops)
- • Training course subscriptions and certifications
- • Premium platform features and memberships
- • Merchandise orders (within return policy)
Important: Refund requests must be submitted within 7 days of the original purchase date. Late requests may be considered on a case-by-case basis for exceptional circumstances.
2. How to Request a Refund
Step 1: Contact Support
Send an email to our support team with your refund request:
Sturtlesec@gmail.com
Step 2: Provide Required Information
- • Transaction ID / Order Number
- • Registered email address
- • Purchase date and amount
- • Reason for refund request
Step 3: Review & Processing
Our team will review your request within 2-3 business days and notify you of the decision via email.
3. Processing Timelines
Review Process
Initial review: 2-3 business days
Complex cases: Up to 7 business days
Refund Processing
Bank transfers: 7-10 business days
Credit cards: 5-7 business days
Digital wallets: 3-5 business days
Note: Refunds are processed to the original payment method used for the purchase. Processing times may vary depending on your bank or payment provider.
4. Non-Refundable Items & Services
The following items and services are not eligible for refunds:
- • Completed Events: CTF competitions, workshops, or training sessions that have already concluded
- • Donations: Any voluntary contributions or donations made to support the platform
- • Consumed Services: Training materials, courses, or content that has been accessed or downloaded
- • Late Requests: Refund requests submitted more than 30 days after purchase (except in exceptional circumstances)
- • Third-party Services: External services or tools integrated with our platform
- • Gift Purchases: Items purchased as gifts after they have been redeemed by the recipient
5. Special Circumstances & Exceptions
Event Cancellations
If we cancel an event due to unforeseen circumstances, all participants will receive a full refund automatically within 5-7 business days.
Technical Issues
Refunds may be considered for technical problems that prevent access to paid services, evaluated on a case-by-case basis.
Duplicate Payments
Accidental duplicate charges will be refunded in full immediately upon verification.
Medical Emergencies
Refund requests due to medical emergencies will be considered with appropriate documentation, even beyond the standard 7-day window.
6. Policy Updates & Changes
We reserve the right to update this Refund Policy at any time to reflect changes in our services, legal requirements, or business practices.
Notification Process:
- • Significant changes will be communicated via email to all registered users
- • Updates will be posted on our platform with a 30-day notice period
- • The "Last Updated" date at the bottom of this page will reflect any changes
Need Help with a Refund?
Our support team is here to assist you with any questions about refunds or our policy
Payment Gateway Compliance
This refund policy complies with Razorpay's merchant requirements and Indian consumer protection regulations. All transactions are processed securely through our certified payment partners.