Refund and Returns Policy
This Refund & Returns Policy applies to remote support services purchased from VitalComs.
1. Payment
Unless we clearly state otherwise, payment is collected at checkout at the time you place your order.
2. Full Refund Before the Session
You may request a full refund before your support session begins if:
- your session has not yet been scheduled; or
- you cancel at least 24 hours before the scheduled appointment time.
If we have not started work and you purchased the wrong package by mistake, you may also request a refund before the session begins.
3. Late Cancellation, Delay, or No-Show
If you are late to the appointment, unavailable, or miss the scheduled session, we will generally attempt to reschedule your session.
If you need to cancel less than 24 hours before the appointment, please contact us as soon as possible. In those cases, we may offer rescheduling instead of an immediate refund.
4. Interrupted Sessions
If a session is interrupted by the customer, a connectivity issue, or another non-final event, we may schedule a continuation session to complete the remaining work, subject to package limits and the 30-day service-use period.
Time already used still counts toward the purchased package.
5. If We Cannot Fix the Original Problem
If we are unable to resolve the original issue for which the service was purchased, you may be eligible for a refund.
Whether a refund is appropriate will depend on the nature of the issue and the work completed. If we determine that the original issue could not be resolved remotely, we will provide a fair resolution consistent with this Policy.
6. Hardware or Non-Remote Issues
If your issue is determined to be caused by failing hardware, a physical defect, or another condition that cannot be resolved remotely, we may stop work.
If you purchased a package more expensive than Quick Help and the matter is determined to require physical or hardware repair, we may refund the difference between the amount you paid and the current price of the lowest remote support package, reflecting the time spent on diagnosis and initial review.
7. Seven-Day Guarantee
We provide a 7-day guarantee on the original issue addressed during your remote support session.
If the same original issue returns on the same device within 7 days after the completed service, you may contact us and we will review the matter and attempt to address that same original issue again at no additional charge.
This 7-day guarantee applies only to the same original issue on the same device. It does not apply to:
- a different issue;
- a new malware or virus infection;
- changes made by the customer or a third party after the original session;
- issues caused by new software, updates, or account/password changes after the session; or
- problems caused by failing hardware, physical damage, or services outside our control.
8. Malware and Security Work
For malware, spyware, and security-cleanup services, the 7-day guarantee covers the same original malware-related issue addressed during the original session. A new infection or a different security problem is treated as a new service request.
9. Used Time and Unused Time
Unused minutes in a support package are not refundable, transferable, or carried over.
If a package is only partly used, the unused portion is not refunded unless a refund is otherwise required under this Policy.
10. Additional Time
If additional time beyond your purchased package is needed, that time is billable only with your approval. Approved extra time is billed at $22.50 for each started 15-minute period and may be invoiced separately.
11. How Refunds Are Issued
Approved refunds are issued to the original payment method. We do not deduct payment-processing fees from customer refunds; if you paid $60.00, your approved refund is $60.00.
Refund timing may depend on the payment processor and your financial institution.
12. Contact for Refund Requests
To request a refund or raise a guarantee issue, contact us at:
VitalComs
Vitalcoms IT Services Inc.
support@vitalcoms.com
407-986-4321
