Cancellation & Refund policy

Cancellation Policy

The customer may cancel standard service offerings – single incident plan, subscription plans & extended warranty or accidental warranty plan 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.

If an on-site support appointment is booked, customer may cancel up to 24 hours prior to the appointment time. A cancellation fee is applicable if the appointment is cancelled within 24 hours. If customer fails to cancel the appointment at least 4 hours prior to the confirmed appointment time, customer will be charged in full for the scheduled on-site appointment.

From time to time Support Nerds 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. 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:

Support Nerds INC. (Support Nerds) maintains separate refund policies based on the plan purchased by the Customer (“you”).

Single-Incident Plan Refunds:

Unused Single-Incident Plans must be used within 30 days of purchase. No refund will be issued for unused Single-Incident Plans after 30 days.

A used Single-Incident Plan is eligible for refund if our technicians cannot resolve the issue/incident. In this case, Support Nerds either provides multiple options like – repair, on-site technician availability or new product. In case, the issue is not fixable & Customer is not opting for any alternate option then refund request must be made within 7 days of the last interaction with a Support Nerds. If a refund request is not received within 7 days, the Single-Incident Plan will be honoured for a future issue/incident.

However, for a single incident plan we strictly follow a 30 days money back guarantee if Support Nerds fails to fix the issue of the customer and/or fails to provide alternate option.

If the same problem reoccurs after 30 days from the date of activation, and if problem cannot be resolved, then Support Nerds does not hold any commitment of refunding the money. Money back policy for original problem resides only in the first 30 days of activation.

Subscription Plan Refunds:

For Subscription Plans, refund requests will be honoured if our technicians are unable to resolve any issue within the first 30 days of subscription. If Support Nerds has successfully resolved one or more cases, the complete Subscription Plan fee is not refundable. However, depending upon certain situations, Support Nerds might charge on pro-rate basis for the services provided and may refund the remaining amount, with or without service cancellation charges after 30 days.

Add-on Plan Refunds:

For add-on plans, like downloading or installing any software, software license, operating system, customer may be entitled for a refund if Support Nerds fail to provide the service and resolve the issue. Support Nerds technicians have successfully resolved the issue, and then the plan fee is non-refundable. Support Nerds may refund for problems that turn out to be out-of-scope and cannot be fixed over the phone, email, chat, on-site, in-store or through repair.

Extended Warranty & Accidental Damage Protection Plan Refunds:

If a customer cancels the extended warranty or accidental damage protection plan within 30 days, Support Nerds will honour the cancellation & process a full refund for the specific plan chosen by the customer.

Hardware Repair Plan Refunds:

Support Nerds charges an initial diagnosis fee for hardware repair, which is non-refundable unless Support Nerds denies repairing the device. After the device repair, the plan will be non-refundable however if a part is replaced then Support Nerds will honour the warranty offered by the part manufacturer and will not charge an additional service fee for the part replacement again.

If our 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 cancel or end services in order to receive a refund prior to Support Nerds 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 cases where the service has been availed & issue has been resolved, if the customer raises a refund request, the complete case is sent for audit and grievance team after auditing the case, written or verbal agreement, reaches out to the customer within 24-48 business hours to discuss. After the negotiation, both parties may reach to a conclusion for a full refund, no refund or partial refund to be processed.

Support Nerds 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.

Support Nerds reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, Support Nerds 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 for single incident, subscription & add-on plans. Support Nerds 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.

Processing of refund may take 7-10 business days to reflect in your respective bank account, credit card, and debit card or in the original method of payment. However, a confirmation email regarding the refund will be sent immediately after the refund is approved & processed to your subscribed email address.

Wherein Support Nerds offers products like laptops, printers, servers, etc. please refer to www.nerdsshop.us for refund and return policy for electronic products only.

Support Nerds reserves the right, at any time and without notice, to update or otherwise modify this Refund Policy by posting such update or other modification at the Refund Policy page on the website. Any update or other modification shall be effective immediately upon such posting. Therefore, we encourage you to review this Refund Policy periodically to determine if it has been modified.