Last updated: 13 July 2026
1. Contact Me Before Payment
Do not purchase a service before contacting me and receiving confirmation that I can accept your request.
Every technical intervention is evaluated individually and on a case-by-case basis.
Before making any payment, you must describe the problem and receive confirmation that:
- I can accept the request;
- the requested work is suitable for remote assistance;
- the selected service and number of hours are appropriate.
A payment made without my prior approval does not automatically create any obligation for me to provide the requested service.
2. Payments Made Without Prior Approval
Payments made without prior contact and approval do not automatically entitle the payer to immediate service or priority support.
Any such payment will be assessed individually.
I may refuse the requested intervention where the problem is outside my scope, technically unsuitable, unlawful, unauthorised or otherwise not acceptable.
Any refund request will be handled according to this Refund Policy and any mandatory rights applicable by law.
3. Before Work Begins
Where a service has been accepted but work has not yet started, you may contact me to request cancellation.
Any refund will depend on:
- whether work has already begun;
- whether time has already been reserved or spent;
- whether the service has already been partly or fully performed;
- any mandatory consumer rights that may apply.
4. Once Work Has Started
Once technical work has begun, the time already spent is not refundable merely because:
- the problem proves more complex than expected;
- the issue cannot be fully resolved;
- the cause lies outside my control;
- the client changes their mind;
- third-party software, hosting, hardware or services prevent completion.
Technical support is provided on a best-effort basis, and payment covers the agreed professional time and work performed, unless otherwise expressly agreed.
5. Completed Services
Once an agreed service has been fully performed, no refund is normally due simply because the client is dissatisfied with the technical outcome.
Some technical problems cannot be solved because of factors such as:
- hardware failure;
- corrupted or missing data;
- unavailable backups;
- unsupported software;
- third-party restrictions;
- inaccessible systems;
- previous damage or misconfiguration;
- circumstances outside my reasonable control.
Where applicable, mandatory consumer rights remain unaffected.
6. Additional Time
I will not continue beyond the agreed amount of time without your approval.
If additional work is needed, I will ask before proceeding.
Unused time is not automatically carried over to future unrelated requests unless expressly agreed.
7. Missed Appointments and Lack of Cooperation
A refund may be refused or reduced where work cannot proceed because the client:
- fails to attend an agreed remote session;
- does not provide required access;
- provides incorrect or incomplete information;
- delays the intervention unreasonably;
- revokes access after work has begun;
- prevents completion of the agreed technical work.
Each case will be assessed individually.
8. Unlawful or Unauthorised Requests
No refund is automatically due for time already spent where a request is stopped because it appears unlawful, abusive, deceptive or unauthorised.
This includes requests involving unauthorised access, malware, phishing, spam, fraud or systems the requester is not authorised to control.
Mandatory rights that cannot legally be excluded remain unaffected.
9. Withdrawal Rights
Depending on your country of residence and applicable consumer law, you may have a statutory right to withdraw from a distance service contract.
For consumers in the European Union, the general withdrawal period for online services is 14 days from the date the contract is concluded. A fully performed service may fall outside that right where the consumer expressly agreed to immediate performance and acknowledged that the right of withdrawal would be lost once the service was fully completed.
Nothing in this Refund Policy is intended to exclude rights that cannot legally be waived.
10. How to Request a Refund
To request a refund, email:
Please include:
- your name;
- the email address used for the purchase;
- the service purchased;
- the payment date;
- a clear explanation of the reason for the request.
I will review each valid request individually.
11. Approved Refunds
Where a refund is approved, it will normally be returned through the original payment method, subject to the processing times of the relevant payment provider or financial institution.
12. Contact
For questions about this Refund Policy:
Email: [email protected]
Website: sysopguy.com