Refund Policy

1. Introduction

This Refund Policy describes the terms and conditions governing refunds for services provided by Topline Systems Maintenance ("Company," "we," "us," or "our"), located at 414 Churchill Ct, Elizabethtown, KY 42701. By purchasing or engaging our services, you agree to the terms of this Refund Policy.

Because our business involves technical service delivery, systems maintenance, consulting, diagnostics, and operational support, refunds are handled based on the nature of the service, the stage of project completion, and the contractual obligations agreed upon between the Company and the client.

2. General Refund Eligibility

Refunds may be considered only in limited circumstances and are subject to review on a case-by-case basis. Due to the nature of our services, including time-based technical work, consulting, system assessments, infrastructure maintenance, and service scheduling, not all payments are refundable.

• Refund requests must be submitted in writing using the contact information provided at the end of this policy.
• All refund requests must include the client’s name, company name, date of payment, invoice or transaction reference, and the reason for the request.
• We reserve the right to request supporting documentation before reviewing a refund claim.

3. Non-Refundable Services

Unless otherwise required by law or expressly stated in a written agreement, the following are generally non-refundable:

• Completed system maintenance services.
• Technical support hours already used or consumed.
• Consulting, diagnostics, assessments, and audits once delivered.
• Custom technical work, implementation services, or configuration changes already performed.
• Emergency or priority support services rendered upon client request.
• Third-party software, licensing fees, hardware purchases, subscriptions, or vendor pass-through costs.
• Deposits or reservation fees for scheduled maintenance windows, unless otherwise stated in writing.

4. Cancellations Before Service Delivery

4.1 Scheduled Services

If a client cancels a scheduled service before work begins, a partial or full refund may be considered depending on the timing of the cancellation and any preparation work already completed.

• Cancellations made sufficiently in advance of the scheduled service date may qualify for a refund, less any administrative or preparation costs.
• Cancellations made shortly before the scheduled service window may be subject to a cancellation fee.
• If resources, personnel, or reserved maintenance windows were specifically allocated for the client, those costs may be deducted from any refund amount.

4.2 Prepaid Retainers and Service Blocks

If a client purchases prepaid service blocks, retainers, or maintenance allocations, any unused portion may be reviewed for refund eligibility only if permitted by the governing service agreement. Used time, reserved capacity, onboarding work, and administrative setup costs are not refundable.

5. Refunds for Recurring Services

For recurring maintenance plans, support subscriptions, or ongoing service agreements:

• Fees already charged for a billing period are generally non-refundable once that service period has started.
• If cancellation is requested, service may continue until the end of the current billing cycle unless otherwise agreed in writing.
• No prorated refunds are guaranteed for partially used billing periods unless required by applicable law or expressly stated in a service agreement.

6. Service Performance Concerns

If you believe that a service was not delivered as agreed, you must notify us promptly in writing. We will review the matter in good faith and may, at our sole discretion, choose one of the following remedies where appropriate:

• Re-perform or correct the affected portion of the service.
• Provide additional support to address the issue.
• Issue a partial refund where justified by the circumstances.
• Apply a service credit toward future work.

Refunds will not be issued for dissatisfaction arising from factors outside our control, including third-party system failures, vendor outages, unsupported environments, inaccurate information provided by the client, or issues resulting from unauthorized changes made after service delivery.

7. Client Responsibilities

Refund eligibility may be reduced or denied if the client:

• Fails to provide necessary access, information, approvals, or cooperation required for service delivery.
• Delays the project or maintenance window after work preparation has already begun.
• Requests changes in project scope after service commencement.
• Violates the terms of the service agreement or payment terms.

8. Refund Request Process

To request a refund, please contact us in writing and include all relevant details regarding your purchase and the reason for your request. Refund requests are reviewed within a reasonable timeframe.

• Approved refunds will be issued using the original payment method whenever possible.
• Processing times may vary depending on the payment provider or financial institution.
• Any bank fees, processing charges, or non-recoverable transaction costs may be deducted where permitted by law.

9. Chargebacks and Payment Disputes

We encourage clients to contact us directly before initiating a chargeback or payment dispute. Filing a chargeback without first attempting to resolve the matter with us may delay resolution and may require us to provide supporting service records, communications, system logs, and contractual documents to the payment processor or financial institution.

10. Exceptions Required by Law

Nothing in this Refund Policy is intended to limit any rights you may have under applicable consumer protection laws. Where local law requires a refund, cancellation right, or other remedy, we will honor those legal obligations to the extent required.

11. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, billing practices, legal obligations, or operational requirements. The "Last Updated" date at the top of this page indicates when the most recent revisions were made. Continued use of our services after any changes indicates acceptance of the updated policy.