Conditions and Refunds
We are eager to make sure that you will be really happy with your purchase.
During the diagnosis, the problem and its cause will be determined by the Tech Support expert. According to the category of the incident, the Customer will be required to pay for the 1st or 2nd level support.
If the Customer has already purchased the 1st level support, the Tech Support expert will continue resolving the issue, if it falls within the specified category.
If during the first 10 minutes the Tech Support expert determines the category as “major incident”, i.e. the problem cannot be fixed within 30 minutes, the Customer shall be notified and asked to pay for the 2nd level support. If the Customer does not agree, he/she can decline support and get the full refund.
If during the first 10 minutes the Tech Support expert determines the category as “minor incident”, while the Customer purchased the 2nd level support, the difference shall be refunded.
If an incident is not resolved during the support session (“minor”-within 30 min; “major”- within 3 hours), the Customer will not be charged. The payment, if made before the session, will be returned.
In case the Customer applies with the same issue during the next 3 business days after the 1st support session (72 hours, business days only), the next support session will be provided free of charge (one time only).
If during the 2nd support session (within the 72-hour period) the issue is not resolved, the Customer will be issued the refund for the support level paid.
If more than 3 business days pass since the 1st support session, the Customer will not be eligible for any refund and the next support session will be considered as a new case.