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Cancellation Policy

The satisfaction of our customers is what we aim for. Therefore, all of our services ensures to give you results that no one else in the industry.

We feel delighted when our customers feel peace of mind by utilizing our services. If you are still not satisfied with our offered services, we advise you to contact Hello Nerds, and we ensure to deliver the quality that we promise.

ONLINE REFUND POLICY

Our refund policy is designed to maximize the customer satisfaction ratio. Therefore, if you are not satisfied with the services that we offered, you can ask for a refund within 30 days from the date of purchase. You can contact us directly via email at info@hellonerds.ca, and the concerned department will take it from there for further consideration. When requesting a refund, make sure to submit your license, customer, or invoice ID to accelerate the processing. Every plan purchased by the Customer (herein, refer to "you") has a separate refund policy.

SINGLE-INCIDENT PLAN REFUNDS:

All Unused Single-Incident Plans must be availed within 30-days from the date of purchase. No refund request will be processed after 30-days for unused Single-Incident Plans.

You are only eligible for a refund in the used Single-Incident Plan if our technicians are unable to resolve the issue. Although, Hello Nerds offer multiple alternate options such as repair, on-site technician visit, or new product. Even after trying everything to fix the issue, if you are still not satisfied, you can ask for a refund within 7 days after last interacting with the Hello Nerds officials. If your refund is not processed within 7 days, the Single-Incident Plan for a future issue.

Moreover, we follow 30 days money-back consideration for a single incident plan if the customer is not satisfied with the service we offered or our technicians failed to fix the issue.

If you encounter the same problem after 30 days from the activation date, or if the problem persists and still cannot be resolved, Hello Nerds is not liable to refund the money. The money-back policy is only applicable to the original problem in the first 30 days of activation.

SUBSCRIPTION PLAN REFUNDS

You will be entitled to a refund if Hello Nerds technicians are not able to diagnose even a single problem within the initial 30 days of your subscription-based plan. You will not get any refund if our technicians are able to diagnose and troubleshoot one or more issues. Hello Nerds may consider a full refund of your subscription fees even after deducting service charges only at its sole discretion on a case-by-case basis.

Only after meeting any of the following criteria, a refund will be initiated for incident-based plans-

  • During the activation time, if you have every prerequisite which was necessary to troubleshoot your issue but still the issue was not resolved.
  • The issue is outside the purview of the particular plan.
  • 30-days has not been completed since the Hello Nerds technician worked on it.
ADD-ON PLAN REFUNDS:

If Hello Nerds failed to provide add-on plans like downloading or installing any software, licensing the software, operating system, etc., the customer may get a refund. In case if the customer issue is resolved, then the customer is not eligible for any refund whatsoever. You may also get a refund if Hello Nerds failed to fix the problem. Another thing to keep in mind is if the issue is outside the purview of the particular plan, or it cannot be fixed over a telephonic conversation, guided emails, chat support, on-site visit by the technician, the in-store visit by the customer, or through repairs you will get a refund.

EXTENDED WARRANTY & ACCIDENTAL DAMAGE PROTECTION PLAN REFUNDS:

We will honor the cancellation request by the customer if they cancel the extended warranty or accidental damage protection plan within the initial 30 days.

HARDWARE REPAIR PLAN REFUNDS:

Hello Nerds is entitled to charge an additional non-refundable initial diagnosis fee for hardware repair. We will not charge anything if the Hello Nerds officials deny repairing the device. If we are done repairing your device, then it will be a non-refundable plan. However, we will not charge anything extra on the manufacturer warranty, and you do not have to pay the additional service charge for the replacement of the part.

You are eligible for a refund if Hello Nerds technicians are not able to resolve the issue by the customer even after exhausting all the possible resources. Until Hello Nerds finds a solution or exhausts all possible methods to solve the problem, the customer will not be able to choose to cancel or interrupt the service to receive a refund. The support process needs to be fully reviewed in order for a refund to be considered regardless of the reason.

In cases where the service has been used and the problem has been resolved, when the customer makes a refund request, the full case will be sent to the audit team. After reviewing the case, the customer will be communicated in writing or orally within 24-48 business hours.

You must contact Hello Nerds to cancel any in-progress service. No refund issues raised by the customer shall be entertained if there is a dispute with their credit card company or bank, as it is not a legitimate reason.

All rights are reserved by Hello Nerds to cancel, refund, or suspend services prior to any formal written or verbal notice. Hello Nerds will carefully access the case and may process your refund request in case of service cancellations.

You are not eligible for any refund in case of failure of the data backup process, failure to data backup, or any other data loss or any kind of data retrieval issue.

The failure of equipment, components, and accessories after the first accident does not constitute the basis for reimbursing the cost of a single accident, subscription, or add-on package. Hello Nerds can still facilitate with the other current technology or replacement technology. The future forfeiture of customer hardware is also no reason for a refund of the service fees paid, in whole or in part.

It may take 7-10 business days to process the return with your bank account, credit or debit card, or your original payment method. However, after the return is approved and processed, a return confirmation email will be sent to your registered email address.

Please refer to info@hellonerds.ca for the refund and return policy for the items.

Hello Nerds reserves all rights to update or modify this existing refund policy by updating all the modifications at the Refund Policy page on the website. All the modifications and updates will be in effect immediately after we post them on the website Refund Policy page. Therefore, we advise you to go through this Refund Policy from time to time.

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