Overview
At Printer Pro Assist, we are committed to providing high-quality managed print services. This Refund Policy outlines the circumstances under which refunds may be issued for our services.
Service-Based Refunds
As a service provider, our refund policy differs from product-based businesses. Refunds are evaluated on a case-by-case basis and may be issued in the following circumstances:
- Services were not delivered as specified in the service agreement
- Services were cancelled before work commenced
- Significant service failures that were not resolved within a reasonable timeframe
- Billing errors or duplicate charges
Managed Print Service Contracts
For ongoing managed print service contracts:
- Monthly fees are non-refundable once services have been provided for that period
- Cancellation must be provided according to the terms in your service agreement
- Prorated refunds may be issued for prepaid periods if services are terminated early due to our failure to meet service level agreements
- Setup fees and initial assessment fees are generally non-refundable once work has commenced
One-Time Services
For one-time services such as printer installation, troubleshooting, or repair:
- Full refunds may be issued if services are cancelled before work begins
- Partial refunds may be considered if services are incomplete or unsatisfactory
- No refunds will be issued once services have been completed to the agreed specifications
- Diagnostic fees are non-refundable once diagnostics have been performed
Parts and Supplies
For parts and supplies purchased through our services:
- Unused parts in original packaging may be returned within 30 days for a refund minus a 15% restocking fee
- Opened or used supplies are non-refundable
- Defective parts will be replaced or refunded at no charge
- Special order items are non-refundable unless defective
Refund Request Process
To request a refund:
- Contact us at info@printerproassist.com with your refund request
- Include your invoice number, service details, and reason for the refund request
- Provide any supporting documentation or evidence
- Allow up to 10 business days for review of your request
- If approved, refunds will be processed within 14 business days
Refund Methods
Approved refunds will be issued using the original payment method whenever possible. If the original payment method is no longer available, alternative arrangements will be made.
Non-Refundable Items
The following are generally non-refundable:
- Services that have been completed as agreed
- Diagnostic and assessment fees after work has been performed
- Travel fees and on-site visit charges
- Training services that have been delivered
- Custom configuration or setup work
- Third-party software licenses or subscriptions
Disputes and Chargebacks
We encourage clients to contact us directly to resolve any billing or service issues before initiating chargebacks or payment disputes. Initiating a chargeback without first attempting to resolve the issue with us may result in:
- Suspension of services
- Termination of service agreements
- Additional fees to cover chargeback processing costs
Service Guarantees
While we strive for complete customer satisfaction, we do not offer money-back guarantees on our services. Each situation is unique, and refund decisions are made based on the specific circumstances and our assessment of service delivery.
Exceptions
We reserve the right to make exceptions to this refund policy at our discretion. Exceptions may be made in cases of:
- Extraordinary circumstances beyond client control
- Significant service failures on our part
- Billing errors or system issues
- Legal or regulatory requirements
Changes to Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes constitutes acceptance of the modified policy.
Contact Information
For questions about this Refund Policy or to request a refund, please contact us at:
Email: info@printerproassist.com
Website: printerproassist.com
We are committed to addressing your concerns and finding fair solutions to any service issues.