Refund & Cancellation Policy

1. The Short Version

• Cancel or reschedule any appointment free of charge with at least 24 hours' notice
• If we cannot fix the problem, you do not pay us for the labour. You only pay for parts you already agreed to
• If the same problem comes back within 30 days of a job we did, we come back and look at it again at no charge
• Coztech Care is month to month. Stop any time, with no cancellation fee and no argument
• We refund the way you paid — the same Zelle account, the same card, or the same bank account — within 5 business days of approving it

That is the whole policy in five lines. The rest of this page explains it properly, because you deserve to know exactly where you stand.

2. Cancelling or Moving an Appointment

• 24 hours or more before your visit: free. Cancel or move it, and there is nothing to pay. We would rather you told us than sat through a visit you did not want
• Less than 24 hours before your visit, or we arrive and cannot reach you: we may charge a fee covering the trip and the time we set aside for you. We will tell you the amount first, and we will not simply take it
• If we have to move your appointment — weather, illness, a family emergency, a part that has not arrived — there is never a charge to you, and we will offer you the next slot that works for you
• If you were dealing with an emergency of your own — a hospital visit, a death in the family, a burst pipe — tell us. We waive the fee. We are not going to charge someone who had a genuinely bad day

If you are not sure whether you will be charged, ask before the appointment. You will get a straight answer, in writing if you want one.

3. When We Cannot Fix the Problem

• We could not solve it at all: you pay nothing for our labour. If we supplied parts as part of the visit and you want to keep them, you pay for the parts only — and if you would rather we take them back, we will
• We solved part of it: you pay the price we quoted for the visit — nothing more — and you decide whether you want us to keep going. Anything extra is quoted and agreed with you before we do it, never billed after the fact
• The honest answer is that the device is finished: we will tell you so, plainly, and there is no charge for our labour
• The same problem comes back within 30 days: call us. We will come back and look at it again, and there is no charge for our labour

4. Remote Sessions, the Scam-Proof Checkup, and SOS

• A remote session that did not help: if your problem is exactly where it started when we finish, tell us within 7 days and we will refund the session fee in full. No explanation needed
• A remote session that did help: the fee stands — the work was done, and you have the result. If the same problem returns within 30 days, we fix it again at no charge
• Scam-Proof Checkup: if we walked through your accounts and setup and you did not learn anything useful, tell us within 7 days and we will refund it. If we did the check and it helped, the fee stands — but the free follow-up still applies
• SOS remote help: billed for the time we actually spent working on your problem. If we could not help at all, there is no charge

We cannot refund money you lost to a scam, and we will not pretend otherwise. If you have been scammed, we will help you report it to your bank, the police, and the FTC — and we will tell you what to do next. That part is always free, whether or not you hire us.

5. Coztech Care (the Monthly Plan)

• Month to month. No contract, no minimum, no cancellation fee. Tell us to stop and we stop
• Stop before your next billing date and you will not be charged again. We will confirm it in writing so there is no doubt
• Stop in the middle of a month and there is no refund for that month — but you keep every benefit of it until the end of the month you already paid for. We do not pro-rate, and we do not claw anything back
• If we ever change the price, we will tell you at least 30 days ahead. Stay on the plan or leave it — your choice. We will not quietly raise it and hope you do not notice
• If we miss our own promises — for example, we fail to get back to you on a support request — tell us. We will credit the month rather than argue about it

6. Parts, Hardware, and Special Orders

• Faulty part we supplied: it carries the manufacturer's warranty. We handle the claim, deal with the supplier, and reinstall the replacement at no charge for our labour
• Special orders: if we have to order something specifically for you, we may not be able to send it back. If that is the case, we will tell you before we order it, and we may ask for a deposit. That deposit is not refundable unless the supplier lets us return the item — and we will tell you which it is, in advance, not afterwards
• Parts you bought yourself: we will install them with care, but we cannot warranty a part we did not supply. The warranty stays with whoever sold it to you
• Anything you already own — a router, a TV, a computer — is not refundable by us. It was never ours to sell

7. How You Pay, and How Refunds Come Back

• We accept Zelle®, card payments, and ACH bank transfers. Zelle is our preferred method and how most clients pay. Card and ACH payments run through our third-party payment processor, so we never hold your card number or your bank account number ourselves, and we never ask for your online banking password
• A refund goes back to the same place you paid from — the same Zelle account, the same card, or the same bank account — and we send it within 5 business days of approving it. We will not send a refund to a different account, even if someone asks us to. That is how scam payments happen, and we will not be part of one
• Please check your invoice. With Zelle we cannot pull money back out of your account, so the only way we can refund you is by sending a new payment. If something on the invoice looks wrong, tell us within 7 days and we will sort it out
• How fast it arrives: we send it as soon as we can. How quickly it shows up after that is up to your bank, your credit union, or your card issuer, not us

8. How to Ask for a Refund

Call, text, or email us. No form, no ticket number, no argument.

• Tell us what went wrong, in your own words, and what you would like us to do
• We will reply within 1 business day
• If we got it wrong, we will say so and put it right. If we think the work was done, we will explain why — plainly — and we will still look for a fair answer
• We will never charge you a fee for asking

9. If We Still Do Not Agree

We would rather solve this with you than argue about it. If we cannot, the same rules apply as in our Terms of Service: Michigan law governs, and a disagreement would be heard in the courts of Oakland County, Michigan — or in small claims court, when the amount qualifies. Either way, we will talk to you first.

This page is meant to be clear, not to take anything away from you. Nothing in it limits a right you have under Michigan or federal law.