The customer bears to the right to receive a refund if the service process has not yet been initiated. This implies that absolutely no steps have been taken by the Envision technician to resolve the customer's issue or to answer the customer's questions.
Envision provides a “50% money back guarantee” on the initial incident. “Initial incident” implies a situation where a customer is calling in for the first time with a specific computer or technology problem or question(s). It is the responsibility of the Envision technician to resolve the problem and/or answer the question(s) accurately. The technician must be allowed all opportunities to resolve the issue. What is considered “all opportunities” varies depending on the nature of the issue and will be defined at the discretion of aEnvision technician, agent, supervisor, and/or manager. If the technician is unable to fully resolve the customer's' problem, or answer the question(s) after exhausting all possible methods of a resolution, a full refund may be issued. The customer does not have the option to end support in order to receive a refund prior to Envision finding a solution or exhausting all opportunities to resolve the issue. The support process must be allowed to be fully vetted in order for a refund to be considered, regardless of the reason. In a situation where Envision has resolved at least one (1) issue, even if it was not the initial incident, the money back guarantee is no longer valid and the customer is not entitled to a refund for any services – either fully or partially.
Envision cannot guarantee the time-frame of how long a refund will take to credit back to a customer's card. It is typically 7-10 business days; but Envision has no control over of the time-frame after Envision has processed the refund.
The customer has the option to cancel any recurring support options. A refund for already billed services is not allowed. In the case of a cancellation, the remaining duration of the customer's service plan will be honored and future billings will cease – the technical support service is then no longer active at the end of the last billing term. Envision does not provided partial or pro-rated refunds for time unused. Refunds are not allowed in cases of a failure to resolve issues outside of the initial billing of any service option.
Envision must be directly contacted to cancel any ongoing service. A dispute with the customer's Credit Card Company or bank is not a notification of cancellation nor is it a valid reason for any credit or refund.
Envision reserves the right to cancel, refund or suspend service for any reason. In cases of service cancellations, Envision will fairly assess the situation and provide refunds when appropriate.
Failure of the data backup process, failure of data to be properly backed up, or any other data loss or retrieval issue is not grounds for the refund of any support service or data backup service.
Envision does not entertain any kind of Hardware related issues, If any customer is facing Hardware related issues, Kindly contact the Manufacturer of the company.
The customer may cancel standard service offerings at any time. However, cancellation of a service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
From time to time Envision Securities Technical Support may offer a service option that requires a commitment, either written or verbal, to pay and/or keep the service active for a specific period of time. During this time, the customer cannot cancel the service as per the binding written or verbal agreement. Any payments required to be made must continue for the duration of the agreed upon time. At which time the agreed upon time frame has ended, the customer is allow to cancel their service. The cancellation of service does not necessarily entitle the customer to a refund. Please see the “Refund Policy” section for more information.
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