Refund & Cancellation Policy
This policy explains how cancellations, rescheduling and refunds are generally handled for professional remote IT services. It distinguishes between unused future work and professional time or customized configuration that has already been performed.
Refund rights may also be affected by mandatory consumer-protection law that cannot be waived. This policy is intended for business-oriented professional services and should not be read to remove any non-waivable statutory right.
1. Policy scope
This policy applies to consultation sessions, remote troubleshooting, project-based configuration work and recurring remote IT support purchased through or in connection with the website. Because services reserve professional time and may involve customized work in a client environment, refund treatment depends on the stage of the engagement.
2. Consultation sessions
A consultation reserves a scheduled period for review and advice. If the client cancels before the session and reasonable advance notice is provided, the session may be rescheduled or, where appropriate, refunded if no substantive preparation or third-party cost has already been incurred.
Once a consultation begins, the fee attributable to time already used is generally non-refundable. A consultation is not considered defective merely because the issue requires a later project, vendor action, hardware replacement or additional investigation.
3. Remote troubleshooting
Troubleshooting charges compensate professional time spent investigating and addressing a reported issue. Because diagnosis itself has value, the fact that a problem cannot be fully resolved during the initial session does not automatically create a right to a refund.
Where a troubleshooting session cannot proceed because required client access was not provided, the parties may reschedule or determine a fair disposition based on the time already reserved and used.
4. Project deposits and prepayments
If a project requires a deposit or advance payment, the written quote or invoice may identify whether that payment reserves scheduling capacity or covers initial work. A cancellation before substantive work begins may qualify for a refund of unearned amounts after deduction of non-refundable third-party costs and reasonable preparatory work.
5. Project work already performed
Once project work has begun, completed configuration, research, documentation, meetings and technical time are generally non-refundable. Any refundable balance should be based on the portion of the agreed work not yet performed, less non-refundable expenses and other amounts properly earned.
6. Customized configuration
Software settings, workspace structures, integrations, account configuration and similar deliverables are customized to the client’s environment. Completed customized work is not refundable solely because the client later changes platforms, alters its business process or decides not to use the configured system.
7. Monthly support plans
A monthly support plan reserves recurring professional availability during the applicable billing period. Unless a separate agreement provides otherwise, cancellation prevents future renewal but does not normally create a prorated refund for a billing period that has already begun.
If a written monthly plan includes a different cancellation or renewal rule, that specific rule controls for that plan.
8. Rescheduling
Reasonable efforts may be made to reschedule a session when the client provides advance notice. Repeated late rescheduling, missed appointments or changes that prevent the reserved time from being used may result in some or all of the scheduled fee remaining payable.
9. Missed appointments
If the client does not attend or is not available for a scheduled remote session, the reserved time may be treated as used where the service provider was ready and available to perform the work. Any exception should be based on the circumstances and the ability to reallocate the reserved time.
10. Client-caused delay
A project delayed by missing credentials, approvals, software licenses, client responses or other required client action does not automatically qualify for a refund. If the delay becomes prolonged, the engagement may be paused or closed and amounts due determined according to work completed and resources committed.
11. Third-party charges
Software licenses, cloud subscriptions, domain charges, hosting, vendor fees, hardware purchases, payment-processing costs and other third-party expenses are governed by the third party’s own refund rules. A third-party charge cannot be refunded by the service provider if the underlying vendor does not return the funds.
12. Scope changes
If the client requests additional work beyond the original scope, the additional work may require a revised fee. A decision not to approve an expanded scope does not create a right to refund work properly performed under the original scope.
13. Service concerns and corrective work
If the client believes work materially fails to match the agreed scope, the concern should be raised promptly with a clear description of the issue. Where the matter is within the original scope and can reasonably be corrected, corrective work may be offered before a refund or other remedy is considered.
14. Refund calculation
Where a refund is appropriate, the amount may take into account completed work, professional time, project preparation, delivered documentation, reserved scheduling capacity, non-refundable vendor costs and any other amounts properly earned under the agreed scope.
15. Refund method and processing time
An approved refund will ordinarily be returned through the original payment method where practicable. Bank, card-network or payment-processor timelines are outside the direct control of the service provider, so the time required for funds to appear may vary.
16. Payment disputes and chargebacks
Clients are encouraged to raise billing concerns directly before initiating a chargeback so that the service scope, invoice, work history and any possible adjustment can be reviewed. Records may be preserved and provided to a payment processor when reasonably necessary to respond to a payment dispute.
17. Annual review
This policy is scheduled for review once each year on August 9 and may be revised earlier if billing practices, service structure, payment methods or legal requirements materially change. The policy applicable at the time of purchase generally governs that purchase unless a later written agreement provides otherwise.