At Oncall Support, we are committed to providing high-quality IT Support, Marketing, SEO, and Social Marketing services. We strive for client satisfaction and aim to be transparent about our refund processes. Please read our refund policy carefully.
1. Services Covered
This policy applies to the following services offered by Oncall Support:
- IT Support Services
- Marketing Services
- Search Engine Optimization (SEO) Services
- Social Media Marketing Services
2. Payment Structures
Our services are typically offered under the following payment structures:
- Project-Based Fees
- Recurring Subscriptions
3. General Non-Refundable Circumstances
Please note that, in general, refunds are not offered under the following circumstances:
- After Project Delivery: Once a project has been successfully delivered to the client and accepted (explicitly or implicitly through usage), the project fee becomes non-refundable.
- Marketing Expenses: Any amounts spent on third-party advertising, ad placements, tools, software, or other direct marketing expenses incurred on behalf of the client are strictly non-refundable, regardless of project status or client satisfaction. These costs are often paid to external vendors and cannot be recouped by Oncall Support.
- Services Already Rendered: Fees for services that have already been performed or consumed by the client (e.g., hours of IT support provided, SEO analysis completed, social media posts published) are non-refundable.
4. Eligibility for Refunds
A client may be eligible for a full or partial refund under the following specific circumstances:
- Project Cancellation Before Delivery (Excluding Marketing Spend): If a project is cancelled by the client before its final delivery, a partial refund may be issued. The refundable amount will be the project fee paid, minus any and all non-refundable marketing expenses incurred, and minus the cost of any services already rendered or work completed up to the point of cancellation.
- Example: If a client pays $1000 for a project and $200 has already been spent on non-refundable marketing ads and $300 worth of work has been completed before cancellation, the maximum potential refund would be $500 ($1000 – $200 – $300).
5. Refund Request Process
To request a refund, clients must:
- Contact Us: Submit a refund request by emailing support@oncallsupport.co.nz or by calling us at 027 777 7728
- Provide Information: Clearly state the reason for the refund request, provide your project or subscription details, and any relevant documentation.
- Review Period: Once a refund request is received, it will be reviewed by our team. You will be notified of the decision within 2 to 5 working days from the receipt of your complete request.
6. Timeframe for Refund Requests
Refund requests based on client dissatisfaction or project issues must be made within 14 days after the delivery of the project. Requests received after this 14-day period will not be considered.
7. Third-Party Hardware, Software, and Services
For hardware, software licenses, or services sourced from third parties on your behalf:
- Third-Party Policies Apply: These items are subject to the refund and return policies of the respective third-party vendors.
- Assistance with Third Parties: While we will assist you in dealing with the third party for any refund or return requests for these items, please be aware that this process may take longer than our usual refund process and is ultimately at the discretion of the third party. [Your Company Name] cannot guarantee refunds for third-party products or services if the third party’s policy does not permit it.
8. Refund Processing
If a refund is approved, it will be processed within 2 to 5 working days. The refund will be issued via the original payment method unless otherwise agreed upon. Please note that it may take additional time for the refunded amount to appear in your account, depending on your bank or payment provider.
9. Policy Changes
[Your Company Name] reserves the right to modify this refund policy at any time. Any changes will be posted on this page with an updated “Last Updated” date.
10. Contact Us
If you have any questions about our refund policy, please contact us at:
Oncall Support, Christchurch | support@oncallsupport.co.nz | 027 777 7728 | www.oncallsupport.co.nz