1. Our approach
Remote technical support involves time, diagnosis and troubleshooting, and not every problem can be solved remotely. Our refund approach therefore looks at when work began, what was promised, what was delivered and what mandatory rights apply.
2. Cancellation before work starts
If you cancel a BACKON service before a technician has begun substantive paid work, BACKON will normally refund eligible prepaid BACKON service fees, except for any clearly disclosed third-party/non-refundable item already purchased at your request.
3. If remote support is unsuitable
If, before substantive work begins, we determine that the issue clearly requires physical repair, manufacturer warranty service, an internet provider or another specialist route, we will explain that and review any prepaid BACKON service fee for cancellation/refund.
4. After troubleshooting has started
Once substantive diagnostic or support work has begun, refund treatment depends on the service ordered, work performed, any written service commitment and applicable law. An unresolved issue does not automatically mean that no service was performed, but BACKON will review whether the scope or representations made before payment were met.
5. Duplicate or unauthorized payments
Confirmed duplicate charges will be corrected. If you report an unauthorized payment, we may ask for transaction details needed to investigate and may coordinate with the payment provider. Do not email full card numbers, banking passwords or authentication codes.
6. Third-party software/products
Refunds for third-party software, licenses or subscriptions may be governed by the vendor’s terms when that vendor is the seller. If BACKON itself is the seller of a third-party item, the service order should explain the applicable role and refund terms.
7. Recurring plans
If a recurring service is offered, cancellation stops future billing according to the plan terms. Cancellation of future renewal does not necessarily reverse support already delivered during a paid period, subject always to mandatory rights.
8. How to request a review
Email support@backon.net with your name, support/invoice reference, payment date and a short explanation of the requested remedy. Do not send full payment credentials. We will review the quote/service order, payment record and service notes.
9. Processing
When a refund is approved, the payment provider and banking network determine the final time it takes to appear in the customer’s account. BACKON cannot guarantee a bank’s posting time.
10. Mandatory consumer rights
Nothing in this policy excludes a refund, cancellation, chargeback or other remedy that applicable law does not allow us to exclude. See Consumer Rights.