We have listed below our conditions for processing a refund for a service or product that you have purchased from us. By signing up for our services, you agree to these terms.
Please raise a ticket in our portal if you are unsure if your order is eligible for refund, and we will advise you accordingly.
Refunds of a Service
The majority of our services have a 30-day money back guarantee. This means if you're not satisfied with the service, you may cancel and get your money back.
There are some exceptions to this policy - this list is not exhaustive:
- We cannot refund setup costs, only the monthly charge
- We cannot refund broadband service fees
- We cannot refund Microsoft 365 service fees
- We cannot refund services where you wish to keep it active
A refund is strictly provided once you cancel your service (within 30 days of the service activation). Your refund may be pro-rated if your consumption of the service has incurred a cost to us.
Your refund request should be raised via a ticket in our portal, and we will only refund orders if we receive your request within 7 days of service cancellation.
We will not refund payments made for services where the client has abused the service or used it in a fashion that is outside of our Acceptable Use Policy.
Refunds of Hardware
Please note that all hardware sales are final at point of order, therefore we cannot process refunds for hardware unless the item has been returned to us as faulty.
We will only refund for faulty hardware where the fault is a manufacturing fault, or a fault of ours during the provisioning.
Refunds for hardware will only be provided if:
- Your hardware is still in warranty or is defective upon receipt
- The hardware (alongside packaging and accessories) are returned to us in full*
- Where a piece of hardware is defective, you allow us up to 30 days to attempt to resolve the matter via our Distributors or Warranty Vendors
If all conditions are satisfied and we are unable to resolve your issue, we then will process a refund.
* Please contact us to arrange a return. We will not refund returns at your own expense - we must arrange them through our chosen couriers.
Overcharges
If you inform us that you have been overcharged, or there has been an admin error at our end that has resulted in inaccurate billing, please contact us.
In these cases, we can either refund the additional amount, or we can apply it as a credit for future invoices.
Exceptional Circumstances
We understand that there may be circumstances that fall outside the scope of our usual policy - such as the death of a client, or financial difficulties.
We may, at the discretion of the Directors, refund certain products/services in exceptional circumstances. You are advised to contact us if you believe your case falls within this category, and we will discuss this with you.
