This Refund & Cancellation Policy explains how cancellations, rescheduling and refunds work for the consulting and mentoring services sold by Network Admin Journey through roadtoneteng.com. We want the rules to be clear and fair before you buy, so you know exactly what to expect.
Last updated: October 14, 2026
Scope of this policy
All products in our shop are virtual services: there is no physical shipping. They are delivered remotely, worldwide, through video calls, shared documents, remote sessions and email. On-site work is only available by separate written agreement, and any cancellation terms in that agreement apply instead of this policy. This policy covers:
- consulting services, such as the Network Health Assessment, Small Business Network Setup and Firewall Security Hardening;
- deliverable-based services, such as the Home Lab Blueprint and the Network Documentation Package;
- the CCNA Mentorship Program and other session-based mentoring.
Our free content, articles and network tools are not purchased and are therefore not covered. This policy forms part of our Terms and Conditions.
How a service starts
After you place an order through our WooCommerce checkout, we contact you to confirm the scope, collect any information we need and schedule the first session. “Work starts” means the earliest of: the first scheduled session taking place, us beginning analysis of information or access you have provided, or us beginning to prepare a deliverable for you. We will always tell you when work is about to start.
Cancellation windows and refunds
| When you cancel | Refund |
|---|---|
| Before work starts, and more than 48 hours before your first scheduled session | Full refund of the amount paid |
| Before work starts, but less than 48 hours before your first scheduled session | Full refund less the value of one session, or the option to reschedule at no charge |
| After work has started, but before the service is fully delivered | Partial refund for the undelivered portion, as explained below |
| After the service or deliverable has been completed and delivered | No refund, but our rework commitment applies |
How partial refunds are calculated
If you cancel a service that has been partially delivered, we calculate the refund based on the work completed at the time of cancellation. For session-based services, this is normally the number of sessions held compared with the number included. For project-based services, it reflects the milestones or hours completed, as described in the product page or confirmed in writing when the scope was agreed. We will share a short breakdown with you so the calculation is transparent.
Completed deliverables
Once a deliverable, such as an assessment report, a configuration review, a lab blueprint or a documentation set, has been completed and delivered to you, it cannot be “returned”, and it is not eligible for a refund. Instead, we offer the rework commitment described below.
Rescheduling sessions
- You may reschedule any session free of charge if you give us at least 24 hours’ notice.
- If you need to reschedule with less than 24 hours’ notice, we will try to accommodate you once per service at no cost. Further late changes may be treated as a missed session.
- If you miss a session without notice, that session is considered delivered.
- If we need to reschedule a session, we will give you as much notice as possible and offer alternative times. If we cannot offer a suitable alternative, you may choose a refund for the affected session.
- If a session is disrupted by technical problems on our side, we will repeat or extend it at no charge.
Mentorship program specifics
The CCNA Mentorship Program runs over a defined period with a set number of live sessions, along with study guidance and support between sessions. The following specific terms apply:
- Before the first session: cancellation more than 48 hours before the first session gives a full refund.
- During the program: you may cancel at any time. We refund sessions not yet held, on a pro-rata basis. Personalized study plans and materials already prepared for you count as delivered.
- Pausing: if personal or work circumstances interrupt your study, you can ask to pause the program once. Unused sessions remain available for an agreed period.
- Exam outcomes: the program is designed to build your skills, but we cannot guarantee that you will pass any certification exam. Exam results are not grounds for a refund. Exam fees are paid to the certification body and are never refundable by us. See our Disclaimer.
Satisfaction and rework commitment
If a completed deliverable does not match the scope we agreed, or contains a factual or technical error, please tell us within 14 days of delivery. We will correct or rework the affected part at no extra cost. This commitment covers the agreed scope; requests for new work or additional scope will be quoted separately.
If, after we have made a genuine attempt to fix the issue, we cannot deliver what was agreed, we will offer a fair partial or full refund for the affected portion of the service.
How to request a cancellation or refund
- Email us at contact@roadtoneteng.com or use our contact form, with the subject “Cancellation” or “Refund request”.
- Include your order number (shown in your confirmation email and in My Account), the name and email used for the order, and a short explanation.
- We will acknowledge your request within 2 business days and confirm the refund amount in writing.
Processing time
Approved refunds are issued to the original payment method through our payment processors, normally within 5 business days of approval. Depending on your bank or card issuer, it may take a further 5 to 10 business days for the funds to appear in your account. Refunds are made in the currency of the original payment. We do not charge a fee for processing refunds, but we cannot control currency conversion differences or fees applied by your bank.
Your statutory rights
If you are a consumer in the European Union or the United Kingdom, you normally have a 14-day right to withdraw from a contract for services concluded online. If you ask us to begin providing a service within that 14-day period, you acknowledge that you will pay for the part of the service provided before you withdraw, and that you lose the right to withdraw once the service has been fully performed. Nothing in this policy affects your statutory rights under the law of the country where you live.
Special cases
- Change of scope. If you ask to change the scope of a service after ordering, we will confirm any price difference in writing. If the new scope costs less, we refund the difference; if it costs more, we will ask for your approval before continuing.
- Missing information or access. Some services depend on information, access or availability that you provide. If we cannot proceed because these are not provided within 30 days of our request, we will contact you to agree next steps. Work already completed counts as delivered.
- Duplicate or mistaken orders. If you place the same order twice by mistake, or order the wrong service, contact us before work starts and we will refund or swap it in full.
- Cancellation by us. If we have to cancel a service for any reason, for example because the request is outside our area of expertise, you will receive a full refund for any part of the service not delivered.
Chargebacks
If you have a problem with an order, please contact us before disputing the charge with your bank or card issuer. Most issues can be resolved quickly and directly. If a chargeback is opened, we will provide our payment processors with the relevant records, such as order details, session logs and delivery confirmations. We may pause any ongoing services while a dispute is open. Where a chargeback is found to be unjustified, we reserve the right to decline future orders.
Changes to this policy
We may update this policy from time to time. The version in force when you placed your order applies to that order. The “Last updated” date at the top shows the latest revision.
Contact us
If you have questions about this policy or want to discuss an order, please contact us:
- Email: contact@roadtoneteng.com
- Postal address: Remote-first practice — postal address available on request
- Contact form: Contact us page