At Oncall Support, based in Christchurch, New Zealand, we understand that circumstances can change. This policy outlines the terms and conditions for cancelling services provided by us. We aim for fairness and transparency while protecting both parties from unforeseen disruptions.
1. Scope of Policy
This policy applies to all services offered by Oncall Support, including but not limited to:
- IT Support Services (project-based and recurring subscriptions)
- Marketing Services (project-based and recurring subscriptions)
- Search Engine Optimization (SEO) Services (project-based and recurring subscriptions)
- Social Media Marketing Services (project-based and recurring subscriptions)
2. Client-Initiated Cancellations
2.1 Project-Based Services
For one-off projects, the following cancellation terms apply:
- Cancellation Before Project Commencement: If you cancel a project before any work has begun, a full refund of any project fees paid will be issued, excluding any non-refundable deposits or specific setup fees explicitly stated in your service agreement.
- Cancellation During Project (Before Delivery): If you cancel a project after work has commenced but before final delivery, any refundable amount will be the project fee paid, minus the cost of services already rendered (work completed up to the point of cancellation) and any non-refundable marketing expenses incurred on your behalf.
- We will provide a detailed breakdown of work completed and expenses incurred at the time of cancellation.
- Please refer to our Refund Policy for further details on eligible refunds in this scenario.
- Cancellation After Project Delivery: Once a project has been delivered and accepted (explicitly or implicitly), the project fee becomes non-refundable. Please refer to our Service Issue Resolution Policy if you have concerns about a delivered service.
2.2 Recurring Subscription Services
For ongoing IT Support, Marketing, SEO, or Social Media Marketing subscriptions, the following cancellation terms apply:
- Notice Period: You may cancel your recurring subscription at any time by providing Oncall Support with 30 days’ written notice via email to [Your Company Email Address].
- Billing After Notice: Your subscription will remain active, and you will be billed for services, during this 30-day notice period. No pro-rata refunds will be issued for the current billing cycle if cancellation occurs mid-cycle. Your service will cease at the end of the last paid billing period following the 30-day notice.
- Non-Refundable Payments: Any payments made for past service periods are non-refundable.
3. Company-Initiated Cancellations
Oncall Support reserves the right to cancel a service or terminate an agreement under certain circumstances, including but not limited to:
- Breach of Agreement: If a client breaches the terms and conditions of our service agreement (e.g., non-payment, misuse of services, abusive behaviour).
- Unforeseen Circumstances: In rare cases of unforeseen circumstances outside our control (e.g., force majeure events, key personnel unavailability, significant changes in regulatory requirements) that make it impossible or impractical to continue providing the service.
- Mutual Agreement: If both parties mutually agree to terminate the service.
In the event of a company-initiated cancellation not due to client breach, Oncall Support will typically provide reasonable notice and will discuss options, which may include a prorated refund for any unrendered services, or a credit for future services, as per our Refund Policy.
4. Non-Refundable Expenses
Regardless of the cancellation reason, please note the following:
- Marketing Spend: Funds allocated and spent on third-party marketing, advertising, tools, or ad placements on your behalf are non-refundable. These are direct costs incurred by Oncall Support to external vendors.
- Services Rendered: Costs associated with any work or services already performed up to the point of cancellation are non-refundable.
5. How to Cancel
To initiate a cancellation, please send a written request via email to [Your Company Email Address] or contact us directly at [Your Phone Number]. Please include your name, company name, service being cancelled, and the reason for cancellation.
6. Policy Changes
Oncall Support reserves the right to modify this Cancellation Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date.
7. Contact Us
If you have any questions about our Cancellation Policy, please contact us at:
Oncall Support | Christchurch | support@oncallsupport.co.nz | 027 777 7728 | www.oncallsupport.co.nz