Cancellations and Refunds

Flat-rate work is paid up front, which only seems fair if you know exactly what happens when plans change. This is that policy. It forms part of the terms of service.

If I cancel or reschedule

You get a full refund, or a new slot at no charge. Your choice, no argument. That applies whatever the reason, including if I am simply ill or something at my day job runs over. You should not carry the cost of my availability.

If you cancel

The 24-hour line exists because evening and weekend slots are limited and a late cancellation usually cannot be filled. If something genuinely unavoidable happens, tell me. I would rather sort it out than hide behind a table.

Diagnostics that find nothing

If you pay a diagnostic or callout fee and I cannot identify the problem or cannot fix it, the diagnostic fee is refunded. You should not pay for an answer you did not get.

This does not apply where I do identify the problem and you decide not to go ahead with the fix. In that case the diagnosis was the work, and it is billable.

Parts and hardware

For builds and installs you buy the hardware yourself, so refunds on parts are between you and whoever sold them to you, under their returns policy.

Where I have ordered something specifically for your job with your agreement, that cost is not refundable once ordered, though I will help you return it if the supplier allows.

Monthly services

Monthly services such as hosting, backup and assistant subscriptions can be cancelled at any time with 30 days notice. You are billed for the notice period and not beyond it. I do not refund part-months already elapsed, and I do not lock anyone into an annual term.

On cancellation you get your data in a usable form. I am not going to hold it hostage to keep you subscribed.

Work already done

If a larger quoted job is stopped partway through, you are billed for the work completed and any non-refundable costs already committed, and anything else is refunded. I will show you the breakdown.

If you are not happy with the work

Tell me first, and quickly. If I got something wrong, I will come back and put it right at no charge, which is almost always faster and better for both of us than a refund. If I cannot put it right, we will talk about a fair refund of what you paid for that piece of work.

How refunds are paid

Refunds go back to the original payment method through Stripe, usually within a few business days, though your bank may take longer to show it.

Questions

636-336-2985 for anything about a specific booking.
[email protected] for formal notices.
Lit Little Laboratories LLC, St. Charles, Missouri, United States.