1. Our Promise

Our goal is to fix your issue. If you are not happy with the service, we will do what we can to put it right. If we cannot resolve your issue or deliver what was described, you get a refund. Simple as that.

2. Per-Incident Services (Pay As You Go)

For one-off support sessions purchased on a per-incident basis:

Full Refund

We could not resolve your issue, the service was not delivered as described, or you were charged in error. Requests must be made within 14 days of the service date.

Partial Refund

The service was partly completed but could not be finished for reasons outside our control. The refund amount will reflect the portion of work left undone.

No Refund

No refund will be issued where the issue was resolved and you confirmed this at the time of service completion.

3. Monthly & Annual Plans

Every new plan includes a 14-day cooling-off period from the start date. During this time, you may cancel for a full refund, no questions asked.

After the 14-day cooling-off period:

• Annual plans: You will receive a pro-rata refund for any unused complete months remaining on your plan. Partial months are not refundable.
• Monthly plans: You may cancel at any time. No refund will be issued for the current billing month, but no further charges will be taken.

To cancel your plan, contact us via email at [EMAIL] or by phone at [PHONE]. We will confirm your cancellation in writing within 2 business days.

4. Non-Refundable Items

The following are not eligible for a refund:

• Third-party software licences purchased on your behalf. These are governed by the third-party vendor’s own refund terms.
• Custom configuration work that has been completed and delivered to you as agreed.
• Services where a full resolution was provided and confirmed by you, whether verbally or in writing, at the time of delivery.

5. How to Request a Refund

You can contact us using either of the following methods:

• Email: [EMAIL]
• Phone: [PHONE]

Please include:

1. Your full name and company name, if applicable
2. The date the service was provided or the plan was purchased
3. A brief description of the reason for your refund request
4. Your preferred contact method so we can follow up if we need further details

We aim to acknowledge all refund requests within 2 business days.

6. Processing

Once a refund is approved:

• It will be processed within 5–10 business days.
• The refund will be issued to the original payment method used at the time of purchase.
• You will receive an email confirmation once the refund has been processed.

Your bank or payment provider may take additional time to show the refund in your account. If you have not received it after 10 business days, contact us and we will investigate.

7. Disputes

If you disagree with a refund decision, please contact us directly. We want to find a fair outcome.

We will review your case and provide a written response within 5 business days.

If the matter is still unresolved after our review, please refer to the dispute resolution provisions in our Terms & Conditions. All disputes are governed by the laws of Scotland and subject to the exclusive jurisdiction of the Scottish courts.