This Refund Policy applies to your purchase of products and/or services at www.supportking.com. The customer bears 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 Support King technician to resolve the customer’s issue or to answer the customer’s question(s). If the customer receives a refund currently, Support King bears the right to refuse further service to that customer.
Support King 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 Support King 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 Support King technician, agent, supervisor, and/or manager.
If the technician is unable to fully resolve the customers’ 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 to receive a refund prior to Support King finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted for a refund to be considered, regardless of the reason. In a situation where Support King has resolved at least one (1) issue, even if it was not the initial incident, the money-back guarantee is no longer valid and the customer is not entitled to a refund for any services… either fully or partially. Once a decision to refund has been reached, Support King will process it immediately. However, Support King 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, nevertheless, Support King has no control over the timeframe after Support King 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of the customer’s service plan will be honored, and future billings will cease… the technical support service is then no longer active at the end of the last billing term. Support King 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 Support King 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 Support King repair disc or repair USB drive is needed to properly fix the issue(s) at hand; a customer’s refusal of the usage of this disc or USB drive is not an acceptable reason for a refund. Support King 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 King reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, Support King 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 services.
Failure of hardware, components, and accessories after the initial incident are not grounds for a refund. Support King 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.
NOTE: Please contact us immediately for support. If you properly submit a refund request to us, we will process it immediately, but please allow five (5) – ten (10) business days for any refund to be reflected in your credit account.
Send refund requests to support@SupportKing.com with all necessary information about your Purchase order.