Refund, Cancellation & Return Policy
Fair terms for each kind of service, based on how it's delivered, what it costs us up front, and how much of it you've used.
The short version
- Managed IT and cloud desktop subscriptions: 30 days' written notice before the next billing cycle; service stays active through the final paid period. No mid-cycle refunds.
- New clients: 50% refund of the first month's base platform fee within 7 days, only if no migration work has begun, no tickets have been opened, and cloud usage is under 10 hours.
- Upstream licensing (Microsoft 365, cloud desktops, EDR/backup) is strictly non-refundable once provisioned or renewed. Completed hourly labor and emergency dispatch are non-refundable once delivered.
- Prepaid support blocks and deposits: full refund up to 48 hours before the scheduled kickoff, less setup costs already incurred.
- Costs passed straight to third parties (domain registries, Microsoft licenses, certificate authorities, cloud usage) follow those companies' rules.
- If we fail to deliver what we promised, you get a refund or credit, whatever this policy says.
Managed IT plans
Covers: Essentials, Business and Premium bundles, per-device plans, Microsoft 365 / Google admin, security add-ons.
Cancelling
- Month-to-month — no long-term contract.
- Monthly service agreements require written notice 30 days before the next billing cycle. Service and access remain active through the final paid period.
- Devices can be removed at any time; the change applies from the next billing cycle, subject to the plan minimum.
Refunds
- No mid-cycle refunds: once a monthly billing cycle begins, recurring fees are non-refundable, because monitoring, patching and support are delivered continuously.
- New clients: 50% refund of the first month's base platform fee within 7 days of contract execution — only if no migration work has begun, no support tickets have been opened, and total consumed cloud hours are under 10. Third-party licensing fees are excluded.
- Offboarding help (handing over passwords, documentation and admin access) is included at no charge.
Why: Support is delivered every day of the month, and much of the work happens in the background.
Cloud Desktops (Azure Virtual Desktop)
Covers: Low Cost, Economical and Best Practice tiers, the environment minimum, and one-time onboarding.
Cancelling
- Monthly service agreements require written notice 30 days before the next billing cycle. We export your user profiles and data before the environment is shut down.
- Users can be removed at the next billing cycle, subject to the environment minimum.
Refunds
- Onboarding (profile migration, app setup, image build) is fully refundable until work starts. After that, we refund only the unfinished part.
- No mid-cycle refunds: once a monthly billing cycle begins, recurring fees are non-refundable, because Microsoft cloud resources are reserved and paid for on your behalf.
- New clients: 50% refund of the first month's base platform fee within 7 days of contract execution — only if no migration work has begun, no support tickets have been opened, and total consumed cloud hours are under 10. Licensing fees are excluded.
- Any reserved cloud capacity bought at your request with a 1- or 3-year term is passed through at cost and follows Microsoft's cancellation terms.
Why: Cloud computing costs are paid to Microsoft as they are used and cannot be recovered.
Upstream Cloud Licensing (Microsoft 365, Cloud Desktops, EDR/Backup)
Covers: All per-user mailbox plans, Microsoft 365 licenses, cloud desktop licensing, and EDR/backup licensing — monthly or annual.
Cancelling
- Additions or reductions in seat counts take effect at the next renewal cycle.
- Monthly billing: cancel or remove mailboxes any time; the change applies at the end of the current billing month.
- Annual billing: seats can be added at any time; reductions apply at renewal.
Refunds
- Strictly non-refundable once provisioned or renewed, because third-party distributor and vendor costs are non-recoverable.
- Annual plans: full refund only if cancelled within 7 days of purchase or renewal (the window Microsoft allows us). After 7 days, annual licenses are committed with Microsoft and you keep them until the term ends.
- Setup is free, so there are no setup charges to refund. Before cancelling, we help you export your mail.
Why: Once seats are provisioned or renewed, wholesale licensing costs are locked for the term and cannot be refunded by Microsoft or the distributor.
Domain names
Covers: New registrations, renewals and transfers.
Cancelling
- Turn off auto-renew at any time from your account or by asking us.
- You can transfer your domain to another provider at any time. We provide the transfer code on request.
Refunds
- New registrations and transfers are not refundable once the registration goes through, because the fee is paid to the domain registry immediately.
- If a registration or transfer fails, you get a full refund.
- Accidental renewals: full refund if you ask within 5 days and the domain has not been used since the renewal.
Why: Domain fees are passed straight to the registry and cannot be reversed.
Web hosting & Website Builder
Covers: Hosting plans and Website Builder subscriptions.
Cancelling
- Cancel any time; service runs to the end of the period you've paid for.
Refunds
- 30-day money-back guarantee on your first hosting or Website Builder purchase.
- Prepaid annual plans cancelled after 30 days: refund of the unused full months.
- Any free domain included with the plan is not refundable. If you're refunded, its registration cost is subtracted at our normal domain price.
Why: Hosting can be stopped and reused, so you aren't charged for time you don't use.
SSL certificates
Covers: DV, OV and EV certificates.
Cancelling
- Cancel any time before the certificate is issued.
Refunds
- Full refund if the certificate has not been issued yet, or within 7 days of issue as long as we can revoke it with the certificate authority.
- After 7 days, or once validation paperwork for an OV/EV certificate is complete, certificates are not refundable.
Why: Once a certificate is issued, the certificate authority cannot reuse it.
Website care plans
Covers: Monthly care plans (updates, uptime monitoring, backups, included edit time).
Cancelling
- Billed monthly, cancel anytime. Service ends at the end of the current month.
Refunds
- The current month is not refundable once it has started.
- Included edit minutes don't carry over and aren't refunded, but you can use them until your last day.
Why: Monitoring and updates run all month, whether or not you ask for edits.
Hourly Support, Emergency Dispatch ($195/hr) & Professional Services
Covers: Ad-hoc remote or onsite work, emergency dispatch, prepaid block hours, project implementations and migrations.
Cancelling
- Scheduled onsite visits: free to cancel or reschedule with at least 24 hours' notice.
- With less than 24 hours' notice, or if no one is there to let us in, we charge one hour at the standard rate.
- Prepaid hourly support blocks or onboarding deposits may be cancelled for a full refund up to 48 hours before the scheduled kickoff, less any setup costs already incurred.
Refunds
- Completed labor hours, remote assistance sessions, and emergency technician dispatch are strictly non-refundable once delivered.
- Unused prepaid block hours are refundable within 90 days of purchase. Hours already used are re-charged at the standard rate, without the block discount.
- Block hours stay usable for 12 months from purchase.
Why: Once a technician spends time diagnosing or remediating an issue, that engineering payroll is unrecoverable.
After-hours emergency support
Covers: Evening and weekend outage line.
Cancelling
- No charge if you cancel before a technician starts work.
Refunds
- Once work starts, the 1-hour minimum applies and is not refundable, even if the problem turns out to be small.
- If the cause turns out to be our mistake (for example, a change we made), the call is free.
Why: A technician is called in and made available outside normal hours.
De-provisioning & data export
Covers: All services, at the end of any agreement.
Cancelling
- Your data remains available for handover and export for 30 days following the effective termination date, provided account balances are paid in full.
Refunds
- There is no charge for standard data export during the 30-day window. Extended retention or assisted migration beyond that is billed at the standard hourly rate.
Why: Keeping terminated environments running costs money, so retention is time-limited.
General terms
- Equipment returns: any equipment we lend you (such as firewalls or loaner laptops) must be returned within 30 days after service ends. Unreturned equipment is billed at replacement cost.
- Our mistakes: if an outage or failure is our fault, we credit the affected days or hours, even when the service would normally be non-refundable.
- Refund approval: every refund is reviewed and approved individually. We verify support ticket logs, billable time entries, and vendor invoice dates before any money is returned.
- How refunds are paid: to the original payment method within 10 business days of approval. Credits can be applied to your next invoice instead if you prefer.
- Unpaid balances: refunds and credits are first applied to any overdue invoices.
- Records: every refund, credit, cancellation and declined request is recorded in our accounting ledger, and you can ask for a copy.
- Misuse: refunds may be refused for accounts suspended for abuse, fraud or breaking a provider's acceptable-use rules.
How to cancel or request a refund
Open a ticket, email us, or call 301-798-9109. Include the service and account name. We confirm every request in writing within 1 business day. Notice periods start from the date you contact us.
Last updated October 6, 2026.