Refund policy would be for 15 days after the services availed and refund will be initiated for valid reasons. For example if issues are resolved atleast once then only 50% of the amount after software cost will be refunded. No money will be refunded in case of any hardware issues.
If a customer subscribes for One Time Fix, we give them a warranty for 15 days for the primary issue that has been fixed on the computer. The customer who is facing the same issue again on the computer can call us and we will fix it for them within the time frame of 15 days. In case of annual or multi years support, after the primary issue has been fix, we cannot offer a full refund if the primary issue has been fixed. However, we may offer a refund after we deduct the costs involved in fixing the primary issue for which the customer called us. Our polices in details are explained below.
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 E-Cloud Tech technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, E-Cloud Tech bears the right to refuse further service to that customer.
EY ENTERPRISES PTY LTD 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 EY ENTERPRISES PTY LTD 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 an EY ENTERPRISES PTY LTD 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 EY ENTERPRISES PTY LTD 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 EY ENTERPRISES PTY LTD 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.
EY ENTERPRISES PTY LTD cannot guarantee the time-frame of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days; but EY ENTERPRISES PTY LTD has no control over of the time-frame after EY ENTERPRISES PTY LTD has processed the refund.
The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed. In the case of a cancellation, the remaining duration of the customer’s service plan will be honored and future billings will cease – the technical support service is then no longer active at the end of the last billing term. EY ENTERPRISES PTY LTD does not provided partial or pro-rated refunds for time unused. Refunds are not allowed in cases of a failure to resolve issues outside of the initial billing of any service option.
If EY ENTERPRISES PTY LTD 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”).
In the event an EY ENTERPRISES PTY LTD repair disc is needed to properly fix the issue(s) at hand; a customer’s refusal for usage of this disc or method is not an acceptable reason for a refund.
EY ENTERPRISES PTY LTD 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.
EY ENTERPRISES PTY LTD reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, EY ENTERPRISES PTY LTD 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. EY ENTERPRISES PTY LTD 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.