Refund & Cancellation Policy

The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.

From time to time Elgin Network may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed upon time. At which time the agreed upon time frame has ended, the customer is allowed to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.

Refund policy

The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the Elgin Network  technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund at this time, Elgin Network  bears the right to refuse further service to that customer.

Elgin Network  provides a “100% money back guarantee” on the initial incident. “Initial incident” implies a situation where a customer is calling in for the first time with a specific computer or technology problem or question(s). It is the responsibility of the Elgin Network  technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of a Elgin Network  technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer’s’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund may be issued. The customer does not have the option to end support in order to receive a refund prior to Elgin Network finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted in order for a refund to be considered, regardless of the reason. In a situation where Elgin Network  has resolved at least one (1) issue, even if it was not the initial incident, the money-back guarantee is no longer valid and the customer is not entitled to a refund for any services – either fully or partially.

Elgin Network  cannot guarantee the timeframe of how long a refund will take to credit back to a customer’s card. It is typically 5-7 business days, however, Elgin Network  has no control over of the time-frame after Elgin Network  has processed the refund.

The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed. In the case of a cancellation, the remaining duration of the customer’s service plan will be honored and future billings will cease – the technical support service is then no longer active at the end of the last billing term. Elgin Network  does not provide partial or pro-rated refunds for time unused. Refunds are not allowed in cases of a failure to resolve issues outside of the initial billing of any service option.

If Elgin Network  determines that an operating system reinstall is necessary to properly fix the issue(s) at hand; a refund will not be provided if the customer chooses not to continue or if the customer does not have proper legal working copies of any software that may be installed on the device or may be required for the device to fully work properly. This includes, but is not limited to, operating systems, drivers, and applications (or “apps”).

In the event a Elgin Network  repair disc is needed to properly fix the issue(s) at hand; a customer’s refusal for usage of this disc or method is not an acceptable reason for a refund.

Elgin Network  must be directly contacted to cancel any ongoing service. A dispute with the customer’s credit card company or bank is not a notification of cancellation nor is it a valid reason for any credit or refund.

Elgin Network  reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, Elgin Network  will fairly assess the situation and provide refunds when appropriate.

Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any support service or data backup service.

Failure of hardware, components, and accessories after the initial incident are not grounds for a refund. Elgin Network  will continue to support any other current technology or replacement technology. Future forfeiture of any customer hardware is also not grounds for a refund of any service fees paid either fully or partially.

All software sales, such as sales of any branded products on our site or our store 99nerdshop.com are final. No refunds are allowed once the transaction has been processed and the software license keys have been assigned to the customer via our payment and electronic fulfillment system. License keys must be activated within 1-year of purchase. License keys not activated within 1-year of purchase will automatically be deactivated for use by the customer.

Cancellation of SMB services

Both party reserve the right to cancel the services at any point of time.

  1.  In case the service is cancelled by the Client, the payment can be refunded back to the client after deducting the upfront payment received for Initiation of the project & other payments received against the milestones completed.
  2. In case the project is cancelled by Elgin Network , the payments made for the project can be refunded after deducting USD 15 per hour fr the hours spent on the work performed for the client including but not limited to the time spent on project discussion , requirements gathering , project planning & documentation , project initiation & execution. After the payments are settled between the 2 parties , Elgin Network shall transfer to the client, all the documents, designs & scripts produced for the project.
  3. 30 days Money back Guarantee : Elgin Network offers 30 Day Money Back Guarantee to ensure customer satisfaction & mutual trust. if for any reason , you wish to discontinue using the services, within a month of the purchase , we will issue a refund withing 24-48 hours after deducting 4$ payment gateway transaction fee and USD 15 per hours or the hours spent on your project.

Its applicable strictly to Web Development, any other SMB services , any service not covered under Home Technical Services.

After project cancellation , Elgin Network reserves all the right to take down the website published. Client is responsible to keep a backup of the data published on the website/server, Elgin Network shall not be held responsible for any data or files lost.

Responsibilities applicable on client

  1. Client should provide all comments, feedbacks, suggestions about the project scope during the Detailed Project Scope Documentation phase, Subsequently any changes or modifications done to the project scope would be additionally chargeable with or without delivery timelines revision . And f there are changes which are accepted by Elgin Network without additional charges, timeline should be extended by the number of days required to implement those additional non billable items.
  2. Clients should make payments as per the agreed payment terms, else Elgin Network should be exempt from meeting the timelines agreed to , and will not be liable for any kind of penalties for delay in the delivery of the project.
  3. Client should provide his feedback on the work submitted for the review within 1 week , if there is a delay from the client side in providing feedback on the work submitted for the review, Elgin Network should be exempt from meeting the timelines agreed to , and will not be liable to any kind of penalties for the delay in the delivery of the project.
  4. If Client changes the fundamental project , client understands and accepts that additional cost & working days will be added to the price , hence the project delivery timeline will need to be revised.

Delayed response from the client

  1. Unreasonable delays from the client side in providing the required feedback to finish the project shall exempt Elgin Network from meeting the timelines mentioned in the quote.
  2. In case client authorizes Elgin Network to forfeit the payment mention towards the project.
  3. If the client does not maintain communication during the project duration, for more than 30 Days , the client agrees that the project/services shall be deemed as received & accepted by the client & the client further authorizes Elgin Network to make the service as completed & invoice the client for remaining un-invoiced amount as per the total project/service price agreed.

Client can instruct Elgin Network to put the project on hold provided :

  1. Client agrees to pay project resumption fee of USD 1000 or 25% of the toal project price whichever is higher.
  2. “On hold” periods doesnt exceed 2 calendar months.
  3. Client agrees the professionals attached to the project may be different from originally agreed.
  4. Client agrees to pay this project resumption fee every time a project is being put on hold.

 Share in Profits from business or sale of business: After clients makes the agreed payment for the project , Elgin Network will not claim share in client’s profits from business or from sale of business to some other company.

For clarification to any policy, you may call us or write us at [email protected]

 

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Elgin Network serves as a trusted IT partner for small & mid size businesses in the field of cyber security & cloud solutions provider.

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