Last updated: Nov 18th, 2024
At MatrixIT, we are dedicated to providing reliable, customized managed IT services and ensuring clear communication with our clients. This Refund and Dispute Policy outlines our terms for refunds, billing, and dispute resolution. By using our services and entering into an agreement, you agree to the terms outlined below. Please note that individual service agreements supersede this policy if explicitly stated.
1. Refund Policy
A. No Refunds After Initial Onboarding or Renewal
Once onboarding has been completed, or a renewal period has begun, refunds will not be issued for any services, whether ongoing or prepaid. MatrixIT allocates resources and tailors services based on agreed terms, and as such, all fees are considered non-refundable once services commence.
B. Non-Refundable Fees
The following fees are non-refundable under all circumstances:
- Setup fees or onboarding charges.
- Custom development, scripting, or specialized project-based work.
- Third-party software, hardware, or licenses purchased on behalf of the client.
- Subscription or pre-paid service fees for periods already initiated.
C. Exceptions
Refunds may only be considered at MatrixIT’s sole discretion in extraordinary circumstances, such as a material failure to deliver agreed-upon services as outlined in the individual service agreement. In such cases, refunds would be limited to unused portions of prepaid services and may be subject to administrative fees.
2. Dispute Policy
MatrixIT values transparent and professional communication to address disputes. If you have a dispute regarding billing, service quality, or other concerns, the following steps apply:
A. Individual Agreements Take Precedence
If your signed service agreement contains terms for dispute resolution, those terms will take precedence over this policy. Clients are encouraged to review their agreements for specific details.
B. Informal Resolution
We recommend contacting us directly via the information provided on our https://matrixit.net/contact-us/ to discuss your concerns. Many issues can be resolved promptly through open communication with our team.
C. Formal Dispute Process
If informal discussions fail to resolve the issue, you may submit a formal dispute by reaching out via the instructions on our https://matrixit.net/contact-us/ . Please include:
- A description of the issue and its impact on your operations.
- Documentation, including relevant communications or supporting evidence.
MatrixIT will acknowledge receipt within two business days and investigate the matter. We aim to propose a resolution within 15 business days.
D. Escalation
If the resolution provided is unsatisfactory, the dispute may be escalated to senior management. In certain cases, mediation or arbitration may be used to reach a mutually agreeable outcome.
3. Payments and Billing
A. Payment Obligations
By entering into an agreement with MatrixIT, you agree to pay all fees outlined in the contract. Payments are non-refundable, as described above, once onboarding is complete or renewal has begun.
B. Late Payments
Invoices are due upon receipt unless otherwise specified. Late payments may result in additional charges or temporary suspension of services until payment is made.
C. Third-Party Products and Vendors
Any disputes involving third-party software, hardware, or services facilitated by MatrixIT may be subject to the third party’s policies. MatrixIT will assist in facilitating communication but is not responsible for third-party resolution outcomes.
4. General Terms
Supremacy of Individual Agreements: If a signed service agreement includes specific terms for refunds or disputes, those terms will override this policy.
Good Faith Effort: Both MatrixIT and the client agree to work in good faith to resolve disputes amicably.
Policy Updates: This policy may be updated periodically. Continued use of our services constitutes acceptance of the revised terms unless otherwise specified in individual agreements.
5. Contact Information
For refund requests, disputes, or any other inquiries, please visit our https://matrixit.net/contact-us/ to reach our team.
By using MatrixIT’s services and entering into an agreement, you acknowledge and agree to this Refund and Dispute Policy. Individual service agreements, where applicable, will take precedence over this policy. Thank you for trusting MatrixIT as your IT partner.
