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Refund and 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 using our services. If you are still not satisfied with our offered services, we advise you to contact Hello Nerds, and we will ensure to deliver the quality of service that we promised. You can contact us directly via email at billing@hellonerds.ca or call us on (888) 878-0593 and discuss the case with the billing department to log a refund request. Every plan purchased by the Customer (herein, refer to "you"), may have a separate 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.


All Single-Incident Plans must be availed within 30-days from the date of purchase. No refund request will be processed after 30-days for Single-Incident Plans where the service is rendered. You may be eligible for a refund in the used Single-Incident Plan if our technicians are unable to resolve the issue. In case, we are unable to provide a solution within 30 days or you do not accept the solution provided by us, a minimum diagnosis fee of up to $69.99 will be kept and remaining amount will be returned back to your original form of payment within 7-10 business days. 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.


You may be entitled to a refund or cancellation of the subscription plan if Hello Nerds technicians are not able to fix even a single problem within the initial 30 days of your subscription-based plan. If you wish to cancel the subscription plan, you should contact us via email info@hellonerds.ca or call us on (888) 878-0593 to raise a cancellation request within 30 days of the plan purchase. If we have provided a solution or fixed the problem within the 30 days, then a single incident plan fee of up to $99.99 will be kept and remaining amount of the subscription plan shall be returned back to your original form of payment. 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.

On-Site Refund:

You may be entitled for a refund for any on-site cases if Hello Nerds is unable to provide an on-site technician within 72-96 hours of the appointment booking date. If the technician was booked and did not visit the premises, you may be entitled for a full refund. In case you contact Hello Nerds within 24 hours of the appointment date and time, a cancellation fee of $50 will be applicable


For all hardware repair cases, you are entitled to pay an initial diagnosis fee which includes the shipping, handling & technician charges. Upon diagnosis, we will inform you about the part replacement and for you to make the payment for the part. Initial diagnosis fee is non-refundable. However, you may be entitled for the replacement part refund within 30 days if you cancel or if we are unable to fix the issue even after part replacement within 30 days. Upon repair, we quality test and ship the repaired device back to you. In case, you receive a damaged product, you may contact the freight company or us for the allotted compensation/insurance claim wherein you may have to share the damaged device pictures with us and/or with the freight company. In case, the repaired product doesn’t work, you may have to immediately contact us and raise a support ticket along with pictures. After diagnosis, if it is found that the repaired device is not functioning, you may be entitled for the part refund or replacement.


If you have purchased a product from us, you may be entitled for a return, replacement or refund within 15 days of purchase. You can contact us via email info@hellonerds.ca or call us on (888) 878-0593 to raise a return, replacement or refund request. You may be entitled for a full refund upon shipping the product back to us in the original condition along with any accessories within 15 days of the purchase. Upon product receipt, the refund will be processed within 5-7 business days to your original form of payment. 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.
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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