The whole policy fits on one page. If anything here is unclear, ask on the diagnostic call before work starts.
The $29 pays for a technician to scan your site, identify the actual problem, and give you a flat price to fix it. It is credited in full against your repair invoice when you go ahead. You get the $29 back if: we can't reach you after three attempts inside the callback window; we determine the problem isn't something we can fix; or you cancel before the diagnostic call happens. You do not get the $29 back once the diagnostic call has taken place and a diagnosis was delivered — at that point the work you paid for has been done.
If you approve a flat-price repair and we cannot solve the problem, you are not charged for that repair — anything you paid toward it is refunded in full, and the $29 is returned as well. This is a refund promise, not a pay-later arrangement. Repairs are paid upfront (under $500) or 50% upfront and 50% on completion ($500 and over). The guarantee is that the money comes back if the fix doesn't land — not that you pay afterwards. What it doesn't cover: problems outside the agreed scope, new and unrelated issues that appear later, third-party costs already spent on your behalf (registrar redemption fees, paid licences), or work you asked us to stop partway through.
Refunds go back to the original payment card through our payment processor. We issue them within one business day of the decision; your bank typically posts them in 5–10 business days. All prices and refunds are in US dollars (USD). Canadian cards convert at your bank's rate, and the small difference between the charge and the refund conversion is the bank's, not ours. To request a refund, reply to your booking confirmation email — the same thread the technician is already on.
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