Refund & Cancellation Policy

1. General Refund Principle

Refund requests are reviewed against the applicable order, service scope, payment record, service status, delivery/completion records, and the terms presented to the customer before payment. When a refund is approved, it will generally be returned through the original payment method or applicable payment channel where practicable.

2. One-Time Fixed-Fee Services

One-time services are charged for a defined support engagement rather than an ongoing subscription. A completed one-time service is non-refundable after the service has been completed or substantially performed when the customer has confirmed completion or authorization through a DocuSign/electronic signature, written or portal acknowledgment, email authorization, service-completion confirmation, or equivalent record.

This does not apply where the service was not delivered as agreed, a duplicate or incorrect charge occurred, an unauthorized transaction is established, or a refund is otherwise required by applicable law or payment-network requirements.

3. One-Time Service Before Work Begins

If a customer requests cancellation before the scheduled one-time service has started and no service work has been delivered, the company may approve a full refund. If work has already begun, the company will review the portion of service performed and the applicable order terms before determining any refund.

4. Long-Term Support Plans

The 1-Year, 2-Year, 3-Year, 4-Year, and 5-Year Support Plans are fixed-term service arrangements. They are not treated as ordinary month-to-month purchases. Refunds after activation are based on the unused portion of the service term, the services already delivered or consumed, and the applicable early-cancellation adjustment below.

5. How a Long-Term Refund Is Calculated

For an activated plan, the company may calculate the refundable amount using the remaining unused portion of the term, then subtract the documented value of services already delivered or consumed and the applicable 10% early-cancellation/administrative adjustment. The final calculation is based on the actual order, plan, service records, and payment amount.

6. Taxes and Third-Party Charges

Where legally permitted and where separately applicable, taxes or third-party charges may be treated according to the rules of the applicable taxing authority or service provider. We will not retain amounts that must be refunded under applicable law.

7. Refund Request Process

Customers should send refund or cancellation requests to Billing or Customer Service and include their name, email, order/invoice reference, transaction date, and a description of the request. We may request reasonable information needed to identify the transaction and evaluate the request.

8. Billing and Disputes

Customers are encouraged to contact us promptly regarding a billing error, service concern, cancellation, or refund request so that we have an opportunity to investigate and resolve the matter. This request to contact us first does not waive or restrict any right the customer may have to use a card-network or other lawful dispute process.

9. No Waiver of Rights

Nothing in this policy is intended to eliminate or restrict rights or remedies that cannot lawfully be waived, including applicable payment-network rules, consumer protections, or rights relating to unauthorized transactions.

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