Terms and Conditions
We are committed to providing high-quality services. To further assure you of the quality of our offerings, we offer a Double Your Money Back Guarantee. Please read the following terms and conditions carefully before using this guarantee.
Eligibility Criteria
The guarantee is applicable only for new purchases and customers in between 1st March – 31st May 2025. To have access for this guarantee, you must meet the conditions provide below.
- Payment Compliance: All invoices must be paid on time, with no missed or late payments.
- Device Requirements: All supported devices must be less than 4 years old.
- Hardware Costs: Hardware issues and associated costs are excluded from this guarantee.
- Ticket Logging: All support requests must be submitted through our official support portal.
- Network Requirements: Issues related to broadband connectivity or outdated Wi-Fi systems are excluded.
- Proactive Participation: Clients must actively participate in scheduled proactive onsite meetings.
- Cybersecurity Compliance: Clients must adhere to recommended cybersecurity best practices, including up-to-date antivirus software, strong password policies, and regular security updates.
- Updated Contact Information: All contact details must be accurate and up to date.
- Email Hosting: Email systems must be hosted on Microsoft 365 or Google Workspace to qualify.
Site Review Process
Upon receipt of the written termination notice, a thorough site review will be scheduled. This review will assess the following areas:
- Ticket Resolution Performance: Verification that all support tickets were responded to and resolved within the agreed SLA timeframes.
- System Health Check: Evaluation of supported devices, including system performance, updates, and security patching.
- Backup and Security Validation: Confirmation that backups and security protocols have been maintained according to the agreed schedule.
- Network Infrastructure Assessment: Inspection of network stability and security, excluding issues related to outdated broadband or Wi-Fi systems.
- Proactive Maintenance Verification: Review of attendance and outcomes from proactive onsite meetings.
- Compliance Audit: Ensuring all necessary documentation, such as updated contact details and hosting requirements (Microsoft 365 or Google Workspace), are in place.
- A written report of the site review findings will be shared with the client. If all SLA commitments have been met and the eligibility criteria are satisfied, the double money-back guarantee will be honoured.
Exclusions
This guarantee does not cover:
- Issues arising from non-compliance with our recommendations.
- Failures caused by third-party services beyond our control.
- Pre-existing technical issues were identified before the service start date.
- Consumables, including but not limited to cables, replacement parts, and printer-related issues or maintenance.
- Third-party software that is not under our support contract or is out-of-date.
- Site visits conducted outside of the allocated support hours or beyond the terms of the agreed support package.
Claiming the Guarantee
- Submit a written request [email protected]
- Include a copy of your original proof of purchase (e.g. receipt, order confirmation).
- Provide a brief explanation of why our service did not meet your expectations.
Refund Process
Upon approval, your refund will be processed. We will return double the amount you originally paid for the service. Refunds will be issued via the same payment method used for the original purchase unless otherwise agreed upon. You will receive the refund within 14 days from approval of your claim.
Limitation of Liability
To the fullest extent permitted by law, 39D is not liable for any incident, incidental, special, consequential, or punitive damages arising from your use of the service. Our liability will be limited to the amount paid for the service, as stated in these Terms.
Abuse or Fraudulent Claims
If we believe that the Double Your Money Back Guarantee is being abused or used fraudulently, we reserve the right to deny the refund and terminate any future claims. Repeated or excessive refund requests may result in the suspension of the guarantee for that customer.
Modifications and Termination
39D IT Support reserves the right to modify, suspend, or terminate the Double Your Money Back Guarantee at any time without prior notice. Any changes will apply to new purchases after the modification is announced. 39D Managed IT Support Services reserves the right to refuse service to any client at its discretion.