Refund Policy

1. Our promise: No Fix, No Fee

IT Cares runs on a “No Fix, No Fee” principle: if we cannot resolve your software or configuration issue after a full diagnostic session, you get 50% of the amount paid back within 5 business days. The retained fee covers the certified senior technician's working time on an encrypted, secure session.

2. Refund amounts by service

The 50% refund applies to the price paid for the session:

Hour packages and business services: see the specific terms in your contract.

3. Why 50% and not 100%?

Even when an issue cannot be fixed remotely, a certified senior technician genuinely worked for you: they opened an encrypted session, listened to your problem, ran a full diagnostic, and tested fixes. That time has value. The 50% we keep covers that real work; the other 50% goes back to you because the end goal was not reached. That is how we stay fair to both sides.

4. 50% refund — when it applies

You get 50% of the amount paid when all of the following are true:

• The software or configuration issue is still unresolved at the end of the full session
• The technician completed the full diagnostic (tests, checks, fix attempts)
• The issue requires hardware service beyond the scope of remote support
• The refund request is made within 7 days of the session

5. 100% refund — when it applies

You get a full refund when:

• The session cannot start due to a technical failure on our side (AnyDesk outage, technician unavailable, billing error)
• The technician determines within the first 10 minutes that the issue is out of scope for remote support and you choose not to continue
• IT Cares fails to reach you within the priority window for the SOS Emergency service
• You received no service after payment

6. No refund — exclusions

Refunds are not granted in the following cases:

• The issue was successfully resolved during the session
• You cannot prove ownership of the device or account involved
• Requests tied to illegal activity (bypassing a company lock, stolen device, license circumvention)
• Cancellation by the client after substantive work has started (past the first 10 minutes)
• Client disconnects without rescheduling the session
• Client refuses to apply the technician's clear recommendations
• Hour packages already used or expired (12-month validity)

7. How to request a refund

1. Email info@itcares.ca within 7 days of the session
2. Include your booking ID and the email address used at payment
3. Briefly describe the unresolved issue
4. You will receive an acknowledgement within 2 business days
5. The refund is processed to the original payment method (Stripe) within 5 business days of approval

8. Alternative option: a free follow-up session

Instead of a money refund, you can choose a free follow-up session with a different IT Cares technician, at no extra cost. A fresh pair of eyes often resolves borderline cases on the second pass.

9. Processing & timing

• Request acknowledgement: 2 business days
• Case review: up to 3 business days
• Stripe credit to card: up to 5 business days after approval
• Total: usually 7 to 10 business days end to end

10. Disputes & chargebacks

Before starting a chargeback with your bank or Stripe, please contact our team first at info@itcares.ca. We settle nearly all legitimate requests amicably and quickly. Fraudulent or abusive chargebacks may lead to account suspension and reporting.

11. Prepaid packages & business services

Prepaid hour packages and business managed-IT contracts have their own refund terms set in the signed service agreement. In general:

• Hours unused within the first 30 days after purchase may be refunded at 80%
• After 30 days, hours stay valid for 12 months but are non-refundable
• Monthly business contracts are cancellable with 30 days' notice

12. Consumer rights & governing law

This policy does not affect your rights under Quebec's Consumer Protection Act or applicable Canadian federal law; where there is a conflict, those laws prevail. It complements our Terms of Use and our Privacy Policy.

13. Refund contact

For any question or refund request:
IT Cares
Email: info@itcares.ca
Phone: 1 (888) 711-9428
Hours: Mon–Fri 9am–6pm • Sat–Sun 10am–5pm (Eastern)