Refunds policy

At GEEKS ASSISTANCE, we are committed to providing expert, effective, and reliable IT solutions. Our primary goal is to resolve your issues completely. If we fail to meet this commitment, we will work diligently to either correct the service or issue an appropriate refund, subject to the conditions below.

1. Eligibility for a Full Refund (The 'No-Fix, No-Fee' Principle)

You are entitled to a full refund for a specific support incident fee under the following conditions:

• Diagnosis Failure: If our certified technician is unable to connect remotely to your device or, having connected, cannot diagnose the primary technical issue for which you sought assistance.

• Unresolved Issue: If our experts determines that they cannot provide a fix or solution to the problem you reported, and the service is terminated immediately without any attempted solution.

• Repeat Failure within [7 Days]: If the exact same issue reoccurs within seven 7 days of the completed service date, and we are unable to resolve it upon a second attempt.

2. Partial or Pro-Rata Refunds

• Hourly Service Cancellation: If you pre-paid for a block of service hours and terminate a running session before its completion, we will issue a pro-rata refund for any time billed in excess of the actual minutes spent working on your issue.

• Subscription Cancellation (Applicable to Monthly/Annual Plans): If you cancel a recurring maintenance or support subscription, your service will remain active until the end of the current billing cycle. GEEKS ASSISTANCE does not offer refunds for charges already processed for a subscription period unless mandated by local law. However, we will refund the unused portion of a pre-paid annual subscription, calculated from the cancellation date.

3. Non-Refundable Items and Situations

Refunds will not be granted in the following circumstances:

• Change of Mind: Once our technician has successfully diagnosed, begun work, or resolved the issue, fees for the labor hours incurred are non-refundable, even if you decide the service is no longer needed.

• Third-Party Costs: The cost of any software licenses, replacement hardware, or third-party professional fees purchased upon your approval during the support session are non-refundable by GEEKS ASSISTANCE. These items are subject to the specific refund or return policy of the original vendor.

• Pre-existing Hardware Failure: If the issue cannot be resolved because it is caused by a hardware failure (e.g., a broken hard drive) that requires physical replacement, the initial diagnosis fee is non-refundable.

4. How to Request a Refund

To initiate a refund request, you must contact us within 30 Days of the original service date.

1. Contact Method: Please email our dedicated billing team at support@geeksassistance.com or call our support line at +1-807-696-1009.

2. Required Information: Include your service ticket number or invoice number, the date of service, and a detailed explanation of why you are requesting a refund based on the criteria above.

5. Refund Processing

Once your refund request is received and approved by our quality assurance team:

• Timeline: We will process the refund within 5 to 7 business days.

• Method: Funds will be credited back to the original method of payment used for the purchase. The time it takes for the credit to appear in your account may vary based on your bank or credit card provider.