Refund Policy

Last Updated: October 24, 2025

At Pro IT Assist, customer satisfaction is our top priority. We strive to deliver high-quality IT support, cybersecurity, and managed services to every client. This Refund Policy explains the circumstances under which refunds may be issued and how refund requests are handled.

By purchasing our services, you agree to the terms outlined below.

1. General Policy

Due to the nature of our business, which involves labor, time, and customized technical work, most services are non-refundable once delivered or initiated. However, we understand that situations may arise where a refund or service credit is appropriate. We review each case individually to ensure fairness.

2. Eligible Refund Situations

Refunds or partial credits may be granted under the following conditions:

Duplicate Payment: If you were accidentally charged more than once for the same service.
Service Not Rendered: If you paid for a service that was never delivered due to scheduling or technical issues on our end.
Service Error: If a clear error was made by our team and cannot be reasonably corrected within a specified time.

Requests that meet one of these conditions will be reviewed, and eligible refunds will be processed promptly.

3. Non-Refundable Services

The following services are non-refundable once started, completed, or delivered:

Antivirus subscriptions, monitoring, or patch management plans
Data leak prevention or file integrity monitoring subscriptions
Remote and onsite technical support sessions
Network configuration, installation, or consulting work already performed
Monthly or annual managed service plans after the active period has begun

Time-based and subscription-based services are billed in advance and not eligible for prorated refunds unless otherwise stated in a written agreement.

4. Refund Request Process

To request a refund:

Contact us at support@proitassist.com with the subject “Refund Request.”
Include your name, service date, invoice number, and reason for the request.
Our billing department will acknowledge your request within 3–5 business days and may request additional information to verify eligibility.
Approved refunds will be processed to the original payment method within 7–10 business days of approval.

5. Cancellation of Services

One-time services (e.g., repair, installation, or configuration) may be canceled up to 24 hours before the scheduled appointment without penalty.
Recurring services (e.g., antivirus, monitoring, patching) may be canceled at any time, but refunds are not issued for the current billing cycle.
Failure to provide notice within the cancellation period may result in a cancellation fee.

6. No Guarantee of Specific Outcomes

While our technicians take every reasonable measure to resolve issues effectively, IT services may depend on factors beyond our control (such as system age, third-party software, or user environment). Therefore, service results are not guaranteed, and unsuccessful outcomes alone do not qualify for refunds.

7. Chargebacks

Submitting a chargeback without first contacting our support or billing department may result in account suspension or denial of future service. We encourage all customers to reach out to us first for resolution.

8. Contact Us

If you have questions about our Refund Policy or would like to request a review of your situation, please contact:

📧 support@proitassist.com
📧 sales@proitassist.com
📞 (914) 297-8173