Billing Policy for Technical Support Services

The technical support service provides one-time professional assistance for businesses needing resolution of common website, hosting, and integration issues. Service is available to any business, including those not currently under contract with us.

Service Review and Quoting

All technical support requests are first reviewed to confirm the issue falls within the scope of our one-time support service.
After review, a technician will provide a written quote outlining the estimated cost, scope of work, and expected turnaround time.
Quotes are valid for five (5) business days unless otherwise stated.

Payment Terms

Work begins only after the client approves the quote and submits payment in full.
Payments are processed securely through Stripe or Wise, depending on the client’s location.
All pricing is listed in U.S. Dollars (USD) unless otherwise agreed in writing.

Refunds and Cancellations

Cancellations before work begins may qualify for a full refund, less any payment processing fees.
Once work has started, payments become non-refundable due to the time and resources allocated to the issue.
If an issue is found to be outside the described scope after work begins, the client will be notified and may choose to approve additional work or stop service. Any unperformed portion will be refunded accordingly.

Missed Appointments or Delays

If your support session includes a scheduled call or remote access time, please be available during the confirmed time slot.
Missed appointments without prior notice are non-refundable.
Rescheduling requests received at least 24 hours in advance will be accommodated at no cost.

Additional Work and Complex Issues

Some requests may reveal deeper system problems or dependencies beyond the initial quote.
In such cases, a revised quote will be provided for approval before any additional work proceeds.
We reserve the right to decline or refer issues that require long-term development, custom coding, or managed hosting beyond the scope of a support ticket.

Confidentiality and Data Access

Temporary access credentials may be requested for diagnostic purposes.
All client data and credentials are treated as confidential and securely deleted after service completion.

Business Hours

Support evaluations and quotes are processed during normal U.S. business hours, Monday–Thursday, 8:30 AM to 7:30 PM CST.
Requests received after hours or on holidays are reviewed the next business day.

Contact and Communication

Official communication regarding support billing, payment, or quotes is conducted via the email address provided on your support form.
Please ensure your contact information is accurate to avoid delays.