Refund Policy

Effective Date: January 1, 2024

At WiseCleaner, we are committed to providing high-quality computer services and customer satisfaction. This Refund Policy outlines the terms and conditions for refunds and service guarantees for all services provided by WiseCleaner, including PC cleaning, Windows installation, computer repair, and programming services.

1. General Refund Policy

WiseCleaner offers refunds under specific circumstances outlined in this policy. All refund requests must be submitted in accordance with the procedures and timeframes specified below.

1.1 Satisfaction Guarantee

We are committed to your satisfaction. If you are not satisfied with our services, please contact us within 7 days of service completion. We will make reasonable efforts to address your concerns, which may include:

• Re-performing the service at no additional charge
• Providing additional support or corrections
• Offering a partial or full refund if the issue cannot be resolved

2. Service-Specific Refund Terms

2.1 PC Cleaning Services

Services include: System optimization, malware removal, disk cleanup, performance enhancement, registry cleaning, and temporary file removal.

Refund Eligibility:

• Full refund available if service was not performed as described
• Partial refund (50%) if performance improvements are not measurable within 7 days
• No refund if issues are caused by customer actions after service completion
• No refund if hardware limitations prevent performance improvements (customer will be notified)

2.2 Windows Installation Services

Services include: Operating system installation, updates, driver installation, and system configuration.

Refund Eligibility:

• Full refund if Windows installation fails due to our error
• Full refund if the operating system does not activate properly (when activation service was included)
• No refund if installation issues are due to hardware incompatibility disclosed prior to service
• No refund for Windows license fees paid to Microsoft or third-party vendors
• Partial refund (50%) if significant features are not working within 7 days (excluding third-party software issues)

2.3 Computer Repair Services

Services include: Hardware diagnostics, troubleshooting, component replacement assistance, and technical repairs.

Refund Eligibility:

• Full refund of diagnostic fees if issue is not correctly identified
• No refund for repair services if the issue was accurately diagnosed and repair was attempted
• Partial refund (50%) if repair does not resolve the primary issue within 7 days
• No refund for hardware parts purchased through third-party vendors (subject to vendor return policies)
• No refund if repair failure is due to additional undisclosed hardware issues

2.4 Programming Services

Services include: Custom software development, scripting, automation, code troubleshooting, and technical programming support.

Refund Eligibility:

• Full refund if project is not started and customer cancels before work begins
• Partial refund based on percentage of work completed if project is cancelled mid-development
• No refund for completed projects that meet agreed specifications
• Refund of up to 50% if delivered solution does not meet documented requirements within 14 days
• No refund if scope changes requested by customer result in project delays or issues

Programming Project Milestones: For larger programming projects, refunds are calculated based on completed milestones as agreed in the project contract.

3. Refund Request Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Reach out within the specified timeframe (7-14 days depending on service type)
2. Provide Details: Include your service invoice number, date of service, and detailed description of the issue
3. Allow Resolution Attempt: Give us the opportunity to resolve the issue before proceeding with a refund request
4. Submit Formal Request: If the issue cannot be resolved, submit a formal refund request in writing

3.2 Required Information

Your refund request must include:

• Full name and contact information
• Service invoice or receipt number
• Date and type of service provided
• Detailed description of the issue or dissatisfaction
• Documentation or evidence of the problem (screenshots, error messages, etc.)
• Confirmation that you have attempted to resolve the issue with our support team

3.3 Processing Time

Refund requests will be reviewed within 5-7 business days of receipt. If approved:

• Refunds to credit cards will be processed within 7-10 business days
• Refunds to debit cards may take 10-14 business days
• Electronic payment refunds (PayPal, etc.) will be processed within 5-7 business days
• Check refunds will be mailed within 14 business days

4. Non-Refundable Items and Services

The following items and services are non-refundable:

• Third-party software licenses: Windows licenses, antivirus software, or other software purchased on your behalf
• Hardware components: Parts purchased from third-party vendors (subject to vendor policies)
• Consultation fees: Initial consultation or assessment fees after consultation is completed
• Travel fees: On-site service travel charges if service was provided
• Emergency service fees: After-hours or emergency service surcharges
• Data recovery attempts: Fees for attempted data recovery services, successful or not
• Training services: Completed training or tutorial sessions
• Preventive maintenance: Completed preventive maintenance services

5. Partial Refunds

Partial refunds may be issued in the following circumstances:

• Service was partially completed but not finished
• Some service components were successful while others were not
• Service met some but not all expectations
• Minor issues remain that do not significantly impact functionality
• Programming projects cancelled mid-development

Partial refund amounts will be determined based on:

• Percentage of work completed
• Value delivered to customer
• Time and resources invested
• Specific circumstances of the case

6. Refund Eligibility Timeframes

Note: Refund requests submitted after these timeframes may not be eligible for refund consideration.

7. Conditions That Void Refund Eligibility

Refund requests will be denied if:

• Customer provided inaccurate or incomplete information about the issue
• Customer refused to cooperate with troubleshooting or resolution attempts
• Issues arose from customer actions taken after service completion
• Customer installed unauthorized software or made system changes after service
• Hardware limitations or failures were clearly communicated before service
• Customer expectations were unreasonable or not previously communicated
• Service was provided as described and met industry standards
• Refund request is made after the eligible timeframe
• Customer violated our Terms and Conditions
• Evidence of fraud or abuse of refund policy

8. Chargebacks and Disputes

If you initiate a chargeback or payment dispute with your bank or credit card company:

• Please contact us first to resolve the issue directly
• Chargebacks may result in suspension of services and account termination
• We will provide evidence to financial institutions to contest unwarranted chargebacks
• You may be responsible for chargeback fees if the dispute is resolved in our favor
• Fraudulent chargebacks may result in legal action

9. Service Credits and Alternatives to Refunds

In some cases, we may offer alternatives to monetary refunds, including:

• Service Credit: Credit toward future services of equal or greater value
• Free Service: Complimentary additional service to resolve issues
• Discount: Discount on future services
• Extended Support: Additional free support or consultation time

These alternatives may be offered at our discretion and with your agreement.

10. Warranty Coverage

In addition to refunds, we provide limited warranties on certain services:

10.1 Service Warranty

• PC Cleaning: 30-day warranty on malware removal (reinfection due to customer behavior not covered)
• Windows Installation: 30-day warranty on installation quality and activation
• Computer Repair: 30-day warranty on repair work (hardware part warranties per manufacturer)
• Programming: 90-day warranty on custom code against defects in workmanship

10.2 Warranty Claims

To make a warranty claim:

• Contact us within the warranty period
• Provide description of the issue
• Allow us to diagnose the problem
• We will repair or re-perform the service at no charge if covered under warranty

11. Exceptions and Special Circumstances

We understand that special circumstances may arise. We will consider refund requests on a case-by-case basis for:

• Medical emergencies preventing service use
• Natural disasters or force majeure events
• Service provider error or miscommunication
• Exceptional customer circumstances

Please contact our customer service team to discuss your specific situation.

12. Feedback and Complaints

If you are dissatisfied with our services, we encourage you to:

1. Contact our support team immediately
2. Provide detailed feedback about your experience
3. Allow us the opportunity to make things right
4. Escalate to management if initial resolution is unsatisfactory

Your feedback helps us improve our services and customer experience.

13. Modification of Refund Policy

WiseCleaner reserves the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. The policy in effect at the time of service will govern any refund requests related to that service.

14. Governing Law

This Refund Policy is governed by the laws of the State of Oregon, United States. Any disputes arising from refund requests will be resolved in accordance with our Terms and Conditions.

15. Contact Us

16. Customer Acknowledgment

By using WiseCleaner's services, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that:

• Refunds are subject to the terms and conditions outlined in this policy
• Not all services or circumstances are eligible for refunds
• You must follow proper procedures and timeframes for refund requests
• You are responsible for data backup and system security
• Resolution attempts must be allowed before refunds are processed

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