Last Updated: October 2026
This policy outlines our refund, cancellation, and service guarantee terms.
Important: Please read this policy carefully. It outlines the terms under which refunds are issued, cancellations are processed, and service guarantees apply.
1. Service-Specific Refund Terms
Refund eligibility varies by service type. Below are the specific terms for each service offering:
Single Printer Network Configuration ($49)
Service Includes:
- Static IP mapping
- Universal driver installation
- Scan-to-folder/email configuration
- Testing across Windows/macOS
Refund Terms:
Full refund available if the printer cannot be successfully configured and tested within 48 hours of service delivery. Refund request must be submitted within 48 hours of service completion.
Print Server Troubleshooting ($79 Flat Rate)
Service Includes:
- Fixing shared printer error codes
- Resolving offline status loops
- Clearing corrupt print queues
Refund Terms:
Full refund available if the issue cannot be resolved within the diagnostic session. If the problem persists after our recommended solutions, a full refund will be issued. Refund request must be submitted within 72 hours of service completion.
Small Office Fleet Setup 1-5 Printers ($299 Fixed Project Fee)
Service Includes:
- Complete network discovery
- Subnet/VLAN segregation advice
- Centralized driver deployment
- User permission controls
- Mobile printing setup (AirPrint/Mopria)
Refund Terms:
Partial refund (50%) available if less than 50% of the project is completed. Full refund available if the project cannot be completed due to circumstances beyond our control (e.g., client-provided infrastructure incompatibility). Refund request must be submitted within 5 business days of project completion.
Cloud Print Migration ($499)
Service Includes:
- Full migration strategy
- Cloud queue creation
- Automated user authentication binding (Azure AD/Okta)
- Admin handoff training
Refund Terms:
Partial refund (50%) available if less than 50% of the migration is completed. Full refund available if the migration cannot be completed due to technical incompatibility or client infrastructure issues. Refund request must be submitted within 7 business days of project completion.
Enterprise Multi-Brand Management ($350/Month)
Service Includes:
- Uptime monitoring via SNMP during business hours
- Automated error routing
- Zero-downtime queue restructuring
- Security compliance audits
- Unlimited support tickets
Refund Terms:
Monthly service can be cancelled with 30 days written notice. If service uptime falls below 95% in any calendar month, a pro-rata refund will be issued for that month. Refund request must be submitted within 10 business days of the month in question.
2. General Refund Request Process
To request a refund, follow these steps:
- Contact Us: Submit a refund request through our contact form or by phone (888-546-0613)
- Provide Details: Include your service date, service type, and reason for refund request
- Documentation: Provide any relevant documentation (error messages, screenshots, etc.)
- Review: We will review your request within 5 business days
- Decision: We will notify you of our decision and process refunds accordingly
- Processing: Approved refunds will be processed within 10 business days
3. Refund Processing Timeline
| Payment Method | Processing Time | Notes |
|---|---|---|
| Credit Card | 3-5 business days | Refund appears as credit on your statement |
| Debit Card | 5-7 business days | Refund appears as deposit to your account |
| Bank Transfer | 5-10 business days | Depends on your bank's processing time |
| Check | 7-14 business days | Check mailed to address on file |
4. Cancellation Policy
Project-Based Services
For project-based services (Single Printer Configuration, Fleet Setup, Cloud Migration):
- Cancellation before work begins: Full refund
- Cancellation during project: Pro-rata refund based on work completed
- Cancellation after project completion: No refund (service rendered)
- Cancellation notice: Must be provided in writing via email or contact form
Monthly Retainer Services
For recurring monthly services (Enterprise Multi-Brand Management):
- Cancellation notice required: 30 days in advance
- Cancellation effective date: End of current billing month
- Early termination: No penalty, but 30-day notice required
- Unused portion: Pro-rata refund if service ends mid-month
Hourly Consulting Services
For hourly consulting services:
- Cancellation before session: Full refund
- Cancellation during session: Charged for time used
- Cancellation after session: No refund (service rendered)
- Cancellation notice: Minimum 24 hours recommended
5. Non-Refundable Services
The following are non-refundable:
- Consulting advice provided (time-based)
- Training and educational sessions completed
- Documentation and reports delivered
- Services where client fails to provide required access or information
- Services cancelled by client after 50% completion
6. Conditions for Refund Eligibility
Refunds are only issued if the following conditions are met:
- Refund request submitted within the specified timeframe
- Client has fulfilled their obligations (provided access, information, etc.)
- Service failure is not due to client infrastructure limitations
- Client has not benefited from the service (e.g., partial configuration remains)
- Request is made in good faith and not for cancellation of completed work
7. Conditions That Void Refund Eligibility
Refunds will not be issued if:
- Client infrastructure was incompatible and client was informed in advance
- Client failed to provide required access or credentials
- Client failed to implement recommended solutions
- Service was completed successfully but client is unsatisfied with results
- Refund request is submitted after the specified timeframe
- Client has already benefited from the service
8. Service Guarantees
Uptime Guarantee (Enterprise Services)
We guarantee 95% uptime for enterprise monitoring services. If uptime falls below 95% in any calendar month, a pro-rata refund will be issued for that month.
Configuration Success Guarantee
We guarantee that single printer configurations will be successfully tested and functional. If configuration fails, a full refund will be issued.
Problem Resolution Guarantee
We guarantee that print server troubleshooting will identify and resolve the issue. If the issue cannot be resolved, a full refund will be issued.
9. Dispute Resolution
If you dispute a refund decision:
- Contact us within 10 business days of our decision
- Provide detailed explanation of your dispute
- We will review your dispute within 5 business days
- We will provide a written response with our final decision
- If you remain unsatisfied, you may pursue other remedies
10. Contact Information for Refund Requests
To request a refund or cancel a service:
- Online: Contact form
- Phone: 888-546-0613 (9 AM - 6 PM EST)
- Address: 5052 Ramillie Run, Winston Salem, NC 27106, USA
11. Policy Changes
We may update this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following any changes constitutes your acceptance of the updated policy.
12. Entire Agreement
This Refund & Cancellation Policy, together with our Terms of Service, Privacy Policy, and other legal pages, constitutes the entire agreement regarding refunds and cancellations.
Questions? If you have questions about our refund or cancellation policy, please contact us at 888-546-0613 or through our contact form.