1. Scope
This policy describes the conditions under which RBW Tech ("we", "us", "our") offers refunds and accepts cancellations for the remote IT services described on the Services page. It forms part of our Terms of Service and applies to every paid Engagement we accept.
All Services are digital and delivered remotely. No physical goods are shipped at any stage, so no return-of-goods process applies.
2. Cancellation Before Service Starts
You may cancel a booked Engagement free of charge if you notify us at least 24 hours before the scheduled Session. In that case, we issue a full refund through the same payment processor used for the original invoice.
Cancellations received less than 24 hours before the scheduled Session are subject to a 25% scheduling fee, which covers the time reserved for your Engagement. The remainder is refunded in full.
3. Cancellation After Service Starts
If you choose to end an Engagement after the Session has started, we will issue a pro-rated refund based on the diagnostic work already completed at the moment of cancellation. The pro-rated amount is calculated against the original quote and is communicated to you in writing before the refund is processed.
4. Service Not Delivered
If we are unable to deliver the agreed scope - for example, because the issue turns out to be hardware-related, because the device does not respond to vendor-supported procedures, or because a request is determined to be out of scope under our Acceptable Use clause - you are entitled to a full refund. We will explain the reason in writing and initiate the refund within two business days of that determination.
5. Customer Cancellation Mid-Engagement
For multi-session Engagements (such as software configuration or digital IT services), you may cancel the remaining sessions at any time. Sessions already delivered are billed in full; sessions not yet delivered are refunded in full.
6. Disputes
If you believe an Engagement was not delivered as described in the quote, contact us at [email protected] with the engagement reference. We aim to acknowledge disputes within one business day and to provide a written resolution within seven business days. We honour the dispute-resolution process of the payment processor used for the original invoice (including, where applicable, the PayPal Resolution Centre).
7. How to Request a Refund
Send a refund request to [email protected] with: (a) the engagement reference shown on the invoice; (b) the date of the Session; and (c) a short description of the reason. Refunds are issued through the original payment processor; the time for the funds to appear in your account depends on that processor and your bank.
8. Non-Refundable Items
The following items are non-refundable once delivered: (a) custom diagnostic work already completed and documented in writing; (b) third-party software licences purchased on your behalf at your request; and (c) administrative fees charged by the payment processor that are not returned to us when we refund you.
9. Contact
For questions about this Refund and Cancellation Policy, contact us at [email protected] or via the channels listed on the Contact page.