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Customer Experience & Support Services : UK: +44 800 031 4596 | USA: +1 844 287 3437

Refund and Cancellation Policy

Cancellation policy

The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.

From time to time The Tech Helpdesk™ may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed upon time. At which time the agreed upon time frame has ended, the customer is allowed to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.

Refund policy

The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the Tech Helpdesk™ technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, The Tech Helpdesk™ bears the right to refuse further service to that customer.

The Tech Helpdesk™ provides a “100% money back guarantee” on the initial incident. “Initial incident” implies a situation where a customer is calling in for the first time with a specific computer or technology problem or question(s). It is the responsibility of The Tech Helpdesk™ technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of a The Tech Helpdesk™ technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer’s’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund may be issued. The customer does not have the option to end support in order to receive a refund prior to The Tech Helpdesk™ finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted in order for a refund to be considered, regardless of the reason. In a situation where The Tech Helpdesk™ has resolved at least one (1) issue, even if it was not the initial incident, the money-back guarantee is no longer valid and the customer is not entitled to a refund for any services – either fully or partially.

The Tech Helpdesk™ cannot guarantee the timeframe of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days, however, The Tech Helpdesk™ has no control over of the time-frame after The Tech Helpdesk™ has processed the refund.

If The Tech Helpdesk™ determines that an operating system reinstall is necessary to properly fix the issue(s) at hand; a refund will not be provided if the customer chooses not to continue or if the customer does not have proper legal working copies of any software that may be installed on the device or may be required for the device to fully work properly. This includes, but is not limited to, operating systems, drivers, and applications (or “apps”).

The Tech Helpdesk™ must be directly contacted to cancel any ongoing service. A dispute with the customer’s Credit Card Company or bank is not a notification of cancellation nor is it a valid reason for any credit or refund.

The Tech Helpdesk™ reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, The Tech Helpdesk™ will fairly assess the situation and provide refunds when appropriate.

Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any support service or data backup service.

Failure of hardware, components, and accessories after the initial incident are not grounds for a refund. The Tech Helpdesk™ will continue to support any other current technology or replacement technology. Future forfeiture of any customer hardware is also not grounds for a refund of any service fees paid either fully or partially.

All software sales, such as sales of The Tech Helpdesk™ MSS, The Tech Helpdesk™ Cloud Solution, or both together as a bundle; are final. No refunds are allowed once the transaction has been processed and the software license keys have been assigned to the customer via our payment and electronic fulfillment system. License keys must be activated within 1-year of purchase. License keys not activated within 1-year of purchase will automatically be deactivated for use by the customer.

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