Legal

Refund Policy

Last updated: 1 July 2026

A clear explanation of when a refund applies to our remote, on-site, business and emergency support services.

1. Overview

We want every session to resolve the issue you booked us for. This policy sets out when a refund applies. It does not affect your other statutory rights as a consumer.

2. Remote sessions

If, following a paid remote session, the specific issue diagnosed at the start of the session has not been resolved and this is due to our work, you may request a full or partial refund within 7 days of the session.

3. On-site support

If an on-site visit does not resolve the diagnosed issue due to our work, a follow-up visit will be offered at no extra charge, or a partial refund may be issued at our discretion where a further visit is not practical.

4. Business Support plans

Monthly Business Support fees are non-refundable once the billing period has started, but unused sessions do not roll over and cancellation takes effect at the end of the current billing period.

5. What isn't covered by a refund

• Issues caused by hardware failure, manufacturer defects, or pre-existing damage unrelated to our work
• New or unrelated issues that arise after the session (a new booking may be needed)
• Change of mind after a session has been completed and the diagnosed issue resolved
• Third-party software, subscription or manufacturer costs

6. How to request a refund

Email help@fixpointtechassist.example with your booking reference and a description of the issue. We may ask a few follow-up questions, or offer a further remote check, before processing a refund.

7. Processing time

Approved refunds are processed to your original payment method within 5–10 business days.

8. Contact us

For any refund query, contact help@fixpointtechassist.example or call +44 20 7946 0958.