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Your satisfaction with all of our services is our top priority – we stand behind all of our services with one of the best guarantees in the industry. We want to delight and surprise our customers in the right way. So if you’re not satisfied with our services, please contact Support Nerds, and we’ll do our best to make it work.
ONLINE REFUND POLICYOur Refund Policy is designed to ensure that you stay happy with any service you ask from us. Within 30 days of purchase - if you are dissatisfied with our services for any reason, you may contact us via email at info@supportnerds.net to request a refund that we will transfer to the related department for further consideration. Submitting your license, Customer, or Invoice ID with your request will help to expedite the process.
REFUND POLICY:Support Nerds maintains separate refund policies based on the plan purchased by the Customer (“you”).
SINGLE-INCIDENT PLAN REFUNDS:
Unused Single-Incident Plans must be used within 30 days of purchase. No refund will be issued for unused Single-Incident Plans after 30 days.
A used Single-Incident Plan is eligible for a refund if our technicians cannot resolve the issue/incident. In this case, Support Nerds either provides multiple options like – repair, on-site technician availability, or new product. In case, the issue is not fixable and the customer is not opting for an alternate option then refund request must be made within 7 days of the last interaction with Support Nerds. If a refund request is not received within 7 days, the Single-Incident Plan will be honored for a future issue/incident.
However, for a single incident plan, we follow a 30 days money back consideration if Support Nerds fails to fix the issue of the customer and/or fails to provide an alternate option.
If the same problem re-occurs after 30 days from the date of activation, and if the problem cannot be resolved, then Support Nerds does not hold any commitment of refunding the money. Money back policy for the original problem resides only in the first 30 days of activation.
We guarantee computer services provided to you by Support Nerds over the phone for 30 days. However, for repairs necessitated by a virus or spyware, our service guarantee is only valid if the anti-virus and anti-spyware protection for your product is installed or updated during the repair or before you again connect to the internet.
SUBSCRIPTION PLAN REFUNDS
For subscription-based plans, a refund will be considered if Support Nerds has not been able to resolve even a single issue for you within the first 30 days of the subscription. If there are one or more resolved issues, the fees for the Subscription Service will not be refundable. Notwithstanding this Support Nerds may, at its sole discretion and on a case-by-case basis, consider a refund of Subscription fees after deducting charges for servicing the Customer.
For incident based plans, a refund will be considered when any of the following criteria are met:
- You have all the prerequisites, which were required to resolve the problem, and the issue was not resolved until the time account was active.
- The issue is out of scope for the particular plan.
- 30 days have not passed after the issue was last worked upon by Support Nerds technician.
For add-on plans, like downloading or installing any software, software license, operating system, the customer may be entitled to a refund if Support Nerds fails to provide the service and resolve the issue. Support Nerds technicians have successfully resolved the issue, and then the plan fee is non-refundable. Support Nerds may refund for problems that turn out to be out-of-scope and cannot be fixed over the phone, email, chat, on-site, in-store, or through repair.
EXTENDED WARRANTY & ACCIDENTAL DAMAGE PROTECTION PLAN REFUNDS:If a customer cancels the extended warranty or accidental damage protection plan within 30 days, Support Nerds will honor the cancellation and may consider a refund for the specific plan chosen by the customer.
HARDWARE REPAIR PLAN REFUNDS:
Support Nerds charges an initial diagnosis fee for hardware repair, which is non-refundable unless Support Nerds denies repairing the device. After the device repair, the plan will be non-refundable however if a part is replaced then Support Nerds will honor the warranty offered by the part manufacturer and will not charge an additional service fee for the part replacement again.
If our technician is unable to fully resolve the customers’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a refund may be considered. The customer does not have the option to cancel or end services in order to receive a refund prior to Support Nerds finding a solution or exhausting all opportunities to resolve the issue. The tech assistance process must be allowed to be fully vetted for a refund to be considered, regardless of the reason.
In cases where the service has been availed & issue has been resolved, if the customer raises a refund request, the complete case is sent for audit and grievance team after auditing the case, written or verbal agreement, reaches out to the customer within 24-48 business hours to discuss. After the negotiation, both parties may reach a conclusion for a refund, no refund, or partial refund to be processed.
Support Nerds must be directly contacted to cancel any ongoing service. A dispute with the customer’s credit card company or bank is neither a notification of cancellation nor is it a valid reason for any credit or refund.
Support Nerds reserves the right to cancel, refund, or suspend service for any reason. In cases of service cancellations, Support Nerds will fairly assess the situation and may consider a refund if appropriate.
Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any assistance service or data backup service.
Failure of hardware, components, and accessories after the initial incident are not grounds for a refund for single incident, subscription & add-on plans. Support Nerds will continue to help with any other current technology or replacement technology. Future forfeiture of any customer hardware is also not grounds for a refund of any service fees paid either fully or partially.
Processing of refund may take 7-10 business days to reflect in your respective bank account, credit card, and debit card or in the original method of payment. However, a confirmation email regarding the refund will be sent immediately after the refund is approved & processed to your subscribed email address.
Wherein Support Nerds offers electronic products and gadgets, please refer to info@supportnerds.net for a refund and return policy on them.
Support Nerds reserves the right, at any time and without notice, to update or otherwise modify this Refund Policy by posting such updates or other modifications at the Refund Policy page on the website. Any update or other modification shall be effective immediately upon such posting. Therefore, we encourage you to review this Refund Policy periodically to determine if it has been modified.