Cancellation Policy

Your satisfaction with all of our services is our number one priority – we stand behind all of our services with one of the best guarantees in the industry. We want to delight and surprise our customers in a good way. So if you’re not satisfied with our service, please contact Hello Nerds, and we’ll do everything we can to make it right.

Online Refund Policy

Our Refund Policy is designed to ensure that you stay happy with any purchase you make from us. Within 30 days of purchase - if you are dissatisfied with our services for any reason, you may contact us via email at support@hellonerds.ca to request a refund that we will transfer to the related department for further consideration. Submitting your license, Customer, or Invoice ID with your request will help to expedite the process.

Refund Policy:

Hello 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, Hello 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 Hello 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 follow a 30 days money back consideration if Hello Nerds fails to fix the issue of the customer and/or fails to provide alternate option.

If the same problem re-occurs after 30 days from the date of activation, and if problem cannot be resolved, then Hello 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.

Computer Services

We guarantee computer services provided to you by Hello Nerds over the phone for 30 days. However, for repairs necessitated by a virus or spyware, our service guarantee is only valid if the anti-virus and anti-spyware protection for your product is installed or updated during the repair or before you again connect to the internet.

Subscription Plan Refunds

For subscription based plans, a refund will be considered if Hello Nerds has not been able to resolve even a single issue for you within the first 30 days of the subscription. If there are one or more resolved issues, the fees for the Subscription Service will not be refundable. Notwithstanding this Hello Nerds may, at its sole discretion and on a case-by-case basis, consider a refund of Subscription fees after deducting charges for servicing the Customer.

For incident based plans, refund will be considered when any of the following criterions are met:
- You have all the prerequisites, which were required to resolve the problem and Issue was not resolved until the time account was active.
- The issue is out of scope for the particular plan.
- 30 days have not passed after the issue was last worked upon by Hello Nerds technician.

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 Hello Nerds fails to provide the service and resolve the issue. Hello Nerds technicians have successfully resolved the issue, and then the plan fee is non-refundable. Hello 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, Hello Nerds will honour the cancellation and may consider a refund for the specific plan chosen by the customer.

Hardware Repair Plan Refunds:

Hello Nerds charges an initial diagnosis fee for hardware repair, which is non-refundable unless Hello Nerds denies repairing the device. After the device repair, the plan will be non-refundable however if a part is replaced then Hello 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 customers’ problem, or answer the question(s) after exhausting all possible methods of a resolution, a refund may be considered. The customer does not have the option to cancel or end services in order to receive a refund prior to Hello Nerds 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 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 refund, no refund, or partial refund to be processed.

Hello Nerds must be directly contacted to cancel any ongoing service. A dispute with the customer’s credit card company or bank is neither a notification of cancellation nor is it a valid reason for any credit or refund.

Hello Nerds reserves the right to cancel, refund, or suspend service for any reason. In cases of service cancellations, Hello Nerds will fairly assess the situation and may consider a refund if 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. Hello 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 Hello Nerds offers electronic products and gadgets, please refer to https://www.hellonerds.ca/ for refund and return policy on them.

Hello 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.