FAQ
Common questions about our remote IT services.
RBW Tech provides digital, remote IT services only. We do not ship physical goods. We work on devices the customer owns, with proof of ownership, and we do not assist with circumventing device security or third-party account systems.
About our services
Do you ship physical products?
No. RBW Tech is a remote-only practice. All work is delivered digitally over a scheduled remote session. We do not ship physical goods, we do not stock retail products, and we do not handle customer hardware.
How are services delivered?
Over a scheduled remote session using AnyDesk, TeamViewer, or guided WhatsApp video, depending on what the customer is comfortable with. The customer keeps full visibility of everything we do on their device for the duration of the session.
Which devices do you support?
Personal computers and laptops running Windows or macOS, and mobile devices running Android or iOS. For each engagement we confirm in the quote that the specific device and operating system version is within scope.
Do you work with devices not owned by the customer?
No. Device software repair and similar engagements require proof of ownership before work begins. If we cannot establish ownership, we decline the engagement and refund any pre-payment.
What is your scope of device software repair?
We restore the software state of a customer-owned device using vendor-supported procedures - for example, recovering a device after a stalled operating system update or a software-side fault. We do not circumvent device security or third-party account systems, and we do not assist with software licence circumvention. Out-of-scope requests are politely declined in writing.
Booking and payment
How do I request a quote?
Send a short description of what you need help with via WhatsApp or the contact form. We respond within one business day with either clarifying questions or a written quote.
What payment methods do you accept?
We invoice through regulated digital payment processors and accept the payment methods those processors support, including major cards. Bank transfer is available where applicable. We do not accept cash, gift cards, or cryptocurrency.
When do I pay?
After you accept the written quote and before the scheduled session begins. The booking is confirmed only once payment has been received.
How long does an engagement take?
Most single-issue sessions take 30 to 90 minutes. Configuration and setup engagements can span one to three sessions of up to two hours each. The quote states the estimated duration up front.
Privacy and security
How do you handle my data during a remote session?
We use remote session tools that show our actions on the customer's own screen, and the customer can end the session at any time. We do not copy files off the customer's device unless explicitly asked to as part of the engagement. Our full policy is in the Privacy Policy.
Will you ask me for my passwords?
Only when a password is strictly necessary to complete the agreed work, and even then we ask the customer to enter the password themselves on their own screen wherever possible. We do not store customer passwords after the session ends.
Do you use cookies or third-party analytics on this site?
This site does not use third-party analytics or marketing cookies. See the Privacy Policy for the full statement.
Refunds and cancellation
Do you provide refunds?
Yes, under defined conditions. Full details are in the Refund and Cancellation Policy. In short: full refund if you cancel at least 24 hours before the scheduled session, full refund if we cannot deliver the agreed scope, and pro-rated refunds otherwise.
How do I cancel a booked session?
Reply to the booking confirmation, or message us on WhatsApp, at least 24 hours before the scheduled time. We will confirm the cancellation and process any refund according to the policy.
What if the issue is not resolved during the session?
Every engagement includes a seven-day post-service support window for the same issue at no extra charge. If we determine that the agreed scope cannot be delivered, you receive a full refund.
What if I want work that is outside the original quote?
We stop, explain what we have found, and send a new quote for the additional work. You are never charged for work that has not been agreed in writing.
Did not find your question?
Send it our way and we will reply within one business day.