At ITSUPPER LIMITED, we strive to ensure complete satisfaction with our remote IT support and troubleshooting services. However, if you are not fully satisfied with the services provided, we offer a refund policy that outlines the conditions and procedures under which refunds may be requested and granted. This Refund Policy explains how we handle refund requests, the eligibility criteria, and the timeline for processing refunds.

1. Eligibility for Refunds

You may be eligible for a refund under the following conditions:

• Service Not Delivered: If we fail to deliver the agreed-upon service within the specified time frame or in the manner agreed upon, you may request a full refund.
• Inadequate Service Quality: If you are dissatisfied with the quality of the service provided and you can demonstrate that the issue was caused by a fault or error on our part, a refund may be considered.
• Subscription Services: For subscription-based services, you may request a refund if you cancel the service within the first 14 days of the initial subscription period, as per our cancellation policy.
• Duplicate Payments: If you have been charged twice due to a technical error or processing mistake, you may request a refund for the duplicate amount.

2. Non-Refundable Conditions

Refunds will not be issued under the following circumstances:

• Change of Mind: Refunds will not be provided if you decide to cancel the service after it has been fully delivered or if you change your mind after service initiation.
• Partial Usage: If the service has already been provided in part, and you have received benefits from it, no refund will be given for partial usage.
• Delays Beyond Our Control: Refunds will not be issued due to delays caused by factors beyond our control, including but not limited to internet outages, customer hardware or software issues, or third-party disruptions.
• Third-Party Costs: Any third-party fees (e.g., licensing, software purchases) incurred on your behalf as part of the service will not be refunded.

3. Refund Request Process

If you believe you are entitled to a refund based on the eligibility criteria outlined above, you must follow this process to request a refund:

1. Submit a Request: To initiate a refund, you must send a written request to our customer service team via email at info@itsupper.com. Please include your full name, email address, service details, and the reason for the refund request. Attach any relevant documentation or evidence to support your claim.

2. Review of Request: Once we receive your refund request, we will review the details and verify whether the conditions for a refund are met. We may contact you for additional information or clarification.

3. Refund Decision: After reviewing your request, we will notify you of our decision within 7 business days. If approved, the refund will be processed according to the refund methods outlined below.

4. Refund Timeline and Methods

Approved refunds will be processed within 10 business days from the date of approval. Refunds will be issued via the original payment method used at the time of purchase unless otherwise requested by the customer. Refund methods may include:

• Credit Card Payments: Refunds for credit card transactions will be credited back to the original card used for payment. Depending on the bank, it may take an additional 3-5 business days for the refund to appear on your statement.
• Bank Transfers or PayPal: Refunds processed via bank transfer or PayPal will be issued to the same account used for the original transaction.
• Store Credit: In some cases, you may opt to receive a credit towards future services instead of a cash refund.

5. Cancellation of Services

• One-Time Services: For one-time or short-term services, refunds will not be available once the service has been fully provided. If the service has not yet started, you may cancel and request a refund within 24 hours of purchase.

• Subscription-Based Services: You may cancel a subscription at any time by notifying us at least 7 days before the next billing cycle. If you cancel within 14 days of your initial subscription sign-up, you may request a refund for that billing period. After the 14-day period, no refunds will be provided for subscriptions.

6. Exceptions to the Refund Policy

In certain circumstances, exceptions to this Refund Policy may apply. These include:

• Special Promotions or Discounts: If you purchased services under a special promotion, discount, or offer, the refund amount will be calculated based on the discounted price, not the full service price.

• Custom or Specialized Services: Services that have been customized or tailored to your specific needs are generally non-refundable. However, if we are unable to deliver the agreed-upon custom solution, a partial refund may be considered.

• Bulk Service Purchases: Refunds for bulk service purchases or retainer-based services will be issued on a pro-rated basis for any unused hours or services, provided the refund request meets the eligibility criteria.

7. Customer Responsibility

To ensure a smooth refund process, it is important that customers:

• Provide Accurate Information: When requesting a refund, ensure all information provided is accurate and complete. Failure to provide sufficient details may delay or invalidate your refund request.

• Understand the Service: Before purchasing a service, we encourage you to fully understand the scope and limitations of what is being offered. Misunderstandings about the nature of the service do not qualify for refunds.

• Cooperate in Resolving Issues: If you are experiencing issues with the service, we encourage you to reach out to our support team to resolve the problem before requesting a refund. In many cases, issues can be resolved quickly and to your satisfaction.

8. Dispute Resolution

If you are not satisfied with the outcome of your refund request, you may request an escalation of the case by contacting info@itsupper.com. We will work with you to resolve the dispute in a fair and transparent manner. If a resolution cannot be reached, you may refer the matter to an independent third-party dispute resolution service.

9. Changes to This Refund Policy

We reserve the right to modify or update this Refund Policy at any time to reflect changes in our services, customer feedback, or legal requirements. Changes will be effective as of the date they are posted on our website. We encourage you to review this policy periodically to stay informed of any updates.

10. Contact Us

If you have any questions or concerns about our Refund Policy or wish to submit a refund request, please contact us at:

ITSUPPER LIMITED
2 Frederick Street, London, WC1X 0ND
Email: info@itsupper.com
Website: https://itsupper.com