1. Service assessment fees

Initial diagnostics and assessment fees are billed for technician time spent identifying issues, evaluating device condition, and preparing a service recommendation. Assessment fees are non-refundable once the assessment has been performed, even if you decide not to continue with the recommended work.

2. Cancellations before work begins

You may cancel a booked service at no charge if cancellation is made at least 4 hours before the scheduled start time.

• If canceled less than 4 hours before the appointment, a late cancellation fee may be charged.
• If prepaid labor has not started, the prepaid labor amount is refundable minus any applicable cancellation fee.

3. Refunds for prepaid remote support

For prepaid remote support sessions, refund eligibility depends on how much service time was delivered:

• No session delivered: full refund of prepaid support.
• Partial session delivered: prorated refund for unused prepaid time.
• Full session delivered: no refund for completed support time.

4. Non-refundable completed work

Labor charges for services that have been completed are non-refundable. This includes completed malware cleanup, software installation, system optimization, configuration, data transfer, and on-site troubleshooting once the agreed work has been delivered.

5. Hardware and software purchased through third parties

Hardware, replacement parts, licenses, subscriptions, and software sold by third-party retailers or vendors are subject to that seller's return and refund terms. ServiceTech IT Solutions does not issue refunds for third-party purchase amounts we do not directly process.

6. Missed appointments and no-access situations

• If a customer misses an on-site appointment without notice, a missed-visit fee may be charged.
• If remote support cannot begin because required access details are not provided, the reserved time may be billed.
• Rescheduling after a missed appointment is subject to technician availability.

7. Customer responsibilities

To qualify for refund consideration where applicable, customers must:

• Provide accurate device, account, and issue details before and during service.
• Follow reasonable technician instructions during troubleshooting.
• Ensure legal ownership or authorization to request work on the device or account.
• Maintain backups of important files unless a paid backup service is specifically included.

8. Exceptions and goodwill resolutions

We may issue partial credits or refunds at our discretion in exceptional cases, including verified billing errors, duplicate charges, or situations where services could not be delivered due to a confirmed internal issue. Any exception decision is made case-by-case.