Refund and Return Policy

In this article we will clearly outline our refund and return policy.

Our general refund policy is that we DO NOT accept returns/refunds. We test and warranty the quality of everything we sell, because of this we do not give refunds. Read the section below that corresponds with your position for policy and directions to deal with customers.

Local Techs

If you are a LocalTech, and believe that we are at fault for something the customer purchased from us, you should:

1. Inform the customer that you need to speak with your supervisor to discuss options for moving forward

2. End the conversation with the customer.

   1. Set a clear expectation on what you will be doing (discussing with your supervisor) and what the result of that will be (we will call/email you)

   2. Confirm that our contact method for the customer is valid

3. Discuss with your supervisor

If a customer requests a refund, you are not authorized to offer refunds. Inform the customer “we have tested and verified that everything was in working order when the work was performed. We would be happy to check it in to run diagnostics and, if needed, handle any warranty claims for you.”

Lead Techs

Refunds are not the company policy, however there are some very specific situations where a refund may be warranted. As a Lead Tech, you may issue a refund when all three of the following criteria are met:

1. We are at fault in some way. Either we directly caused damage as a result of the repair, we made an incorrect diagnosis or we sold them hardware they don’t need or no longer need based on an incorrect diagnosis

2. The damage or non-working state of the device/hardware is not due to actions by the customer (i.e. they didn’t drop it, or spill water on it, etc)

3. We have exhausted all available options to fix the customer’s issue

Assuming all of the three criteria are met, we can offer a refund.

• Deduct a $30 or 10% restocking fee, whichever is greater, from the total to be refunded

• If the customer is upgrading to a more expensive part as part of this process, deduct the price difference of the replacement part from the total to be refunded.

For example, a $120 Reload with a $150 1TB for a total price to the customer as $270+tax. The customer returns and says that the drive has failed. We diagnose the drive and determine that the damage was caused because we installed it incorrectly.

• Deduct the $30 restocking fee.

• If the customer only wants a refund (and not a replacement), the total we will refund to the customer is $240+tax.

• If, instead, the customer would rather upgrade to a $200 2TB drive, subtract the difference from the total ($270 - $30 - $200 = $30). The total refund will be $30+tax.

To issue a refund, you must document in the notes of the work order how all three criteria are met, and then forward the work order and your request for a refund to the hr@universitypccare.com email address.

Refund Department

If you receive an email from a Lead Tech requesting a refund for a customer, review the notes and confirm the Lead Tech has met all of the requirements.

If they have not met the criteria then forward the email containing the refund request to your immediate supervisor.

If they have met the criteria then issue a refund to the customer for the appropriate cost of the device minus a $30 or 10% restocking fee, whichever is greater, and the cost difference of the replacement part (if they are wanting a refund on a repair).

# Care Plans

Refunds are not the company policy, however there are some very specific situations where a refund may be warranted. Read the section below that corresponds with your position for policy and directions to deal with customers.

## Care Rep

There are three different scenarios when customers request a refund for a Care Plan.

1. We grant a refund

2. We might grant a refund

3. We will not grant a refund

Lets talk about the criteria for each one.

### We will grant a refund

If a customer meets the following criteria:

* The customers Care Plan just renewed within the last 30 days

* The customer has not used any of our services (excluding webroot or other anti malware service)

If the customer meets these two criteria then we can give them a prorated refund, where the current month is deducted.

### We might grant a refund

If a customer meets the following criteria:

* The customers Care Plan renewed within the last 90 days

* The customer has used services that are less in value to the Care Plan

* They just signed up for a Care Plan and changed their mind

In these scenarios we would not issue a full refund. At best the customer may receive a prorated refund of their Care Plan minus the services they used.

Do not promise any refund, and escalate to your immediate supervisor if this situation occurs.

### We will not grant a refund

If a customer meets any of the following criteria then we will not do a refund:

* The customers care plan renewed more than 90 days ago

* The customer has used our services that value more than the Care Plan

* They just signed up for their Care Plan after getting service in the shop

In this scenario, please inform the customer that we do not issue refunds. There is no need to escalate to a manager.