Refund & Cancellation Policy

1. General policy

Tech Services aims to keep pricing and service scope clear before paid work begins.

Refund eligibility depends on the type of service, whether work has already started, and whether third-party costs have been incurred.

2. Free initial assessment

Where a free initial assessment is offered, no payment is required for that assessment unless otherwise stated.

If the issue requires paid work, the available option and applicable charge will be explained before proceeding.

3. Quick Assist

Quick Assist is intended for one focused, relatively simple IT assistance request.

If payment has been made but assistance has not yet started, a cancellation request may be considered.

Once active troubleshooting, guidance or support has started, the service is considered to have commenced and a refund may not normally be available.

If Tech Services determines that the issue is not suitable for Quick Assist before meaningful assistance begins, the user may be offered an alternative service or an appropriate refund where applicable.

4. Consultations

A consultation may be cancelled or rescheduled subject to reasonable notice and availability.

Where possible, please provide at least 24 hours' notice for a scheduled consultation cancellation or rescheduling request.

Late cancellations, missed appointments or failure to attend without reasonable notice may not be eligible for a full refund.

5. Project and quoted services

For project-based or quoted work, cancellation terms may depend on the agreed scope, work already completed, time reserved and any third-party costs already committed.

If a project is cancelled after work begins, Tech Services may charge for work already performed and non-refundable expenses reasonably incurred.

6. Third-party charges

Some services may involve third-party products, subscriptions, licences, cloud resources, domains, hardware or vendor fees.

Refunds for third-party charges are subject to the relevant provider's policies and may not be refundable by Tech Services once purchased or activated.

7. No refund based only on outcome

Technology troubleshooting can depend on factors outside the control of Tech Services, including hardware condition, third-party platforms, software limitations, permissions, licensing and connectivity.

A refund is not automatically due solely because an issue cannot be fully resolved, provided reasonable professional assistance was delivered within the agreed service scope.

8. Duplicate or incorrect payments

If a duplicate payment or obvious payment error occurs, contact Tech Services as soon as possible.

Verified duplicate payments will normally be reviewed for refund to the original payment method, subject to payment-provider processing.

9. Refund processing

Where a refund is approved, it will normally be returned through the original payment method where technically possible.

Processing times may depend on the payment provider, bank or financial institution and may be outside the direct control of Tech Services.

10. Service cancellation by Tech Services

Tech Services may decline or cancel a service request where necessary, including where the request falls outside the available service scope, involves unlawful or unsafe activity, required access cannot be provided, or the service cannot reasonably be delivered.

Where payment has already been made and no meaningful service has been provided, an appropriate refund may be considered.

11. How to request a cancellation or refund

To request a cancellation, reschedule or refund review, contact Tech Services and include enough information to identify the relevant service or payment.

12. Changes to this policy

This Refund & Cancellation Policy may be updated when service models, payment methods or business practices change.

The effective date at the top of this page will be updated when material changes are made.