Refund Policy – Chervis Group

Refund Policy for IT Support Services and One-off service payments

This Refund Policy (“Policy”) applies to the payments made to these services by Individuals, Sole traders, or businesses:

Web Design and Development
W-Fi and Internet
Backup and Recovery
Computer and Laptop repairs
Tablet and iPads Repairs
Cloud Hosted Phone Systems
Printers and Scanners
IT Outsourcing
Smart Home IoT
Managed IT Services
Security and Privacy
Email Setup and Support
Mobile Phones and repairs
Cloud Computing

We may add more or reduce these services with time without notice. For up-to-date services lists, please visit https://www.chervisgroup.com/services/

General
1. We will try to resolve any issues that will arise after provision of services has been completed, repair, refund or replace in accordance with Australian Consumer Law AND WITH THE REFUND POLICY TERMS STATED ON THIS DOCUMENT.
2. Refund policy discussed on this document is only partial, which is our company’s (“ Chervis Group” and Its subsidiaries) internal Refund Policy in addition with Australian Consumer Law (“Repair, replace, refund”) which can be found by clicking this link > ( Repair, replace, refund ).
3. Before you continue with our IT Support Services, please read this policy carefully and understand.
Unresolved, Cancellation and Change of Mind
1. In the event that we provided you a service or repairs, but the problem still persists, then we may, at our discretion, offer you a refund, free service or alternatives, provided that the following conditions are satisfied:
  1. You notify us within 24 hrs of receipt.
  2. We have tried to repair, fix, or offer alternatives but there was no success.
  3. The nature of service provided initially by Chervis Group has not been tempered or modified by any means or any servicing and warranty stickers has not been tempered with. For this condition to be satisfied, condition [ (2)(a)(ii)] should also be satisfied.
2. Please note that we will not issue a refund if the service provided by us to you is not what you wanted due to the wrong requirements you provided to us. WE WILL TREAT THIS AS YOUR FAULT. If it is additional requirements, we will be able to help fix the request with a fee based on its complexity.
3. We may offer refund or free service if the service provisioned is not want you wanted based on the CORRECT requirements you provided to us and that condition [ (2)(a)(iii) ] has been meet.
Items Damaged During our Service Delivery.
1. In the event that we end up accidentally damaging your devices, items or software’s during delivery of a service:
  1. Please contact us as soon possible within 24hrs.
  2. Any Damaged devices, items and software’s will undergo assessment first by our team before we take the liability. The assessment can include but not limited to:
    1. The nature of the damages, who realised it, and at what time.
    2. If you misused the service provided which end up causing problems or damages.
    3. If you knew about the problem or damages before.
    4. You requested the service knowing that it will intern lead up to the problem or damages after the service completion.
    5. The requirements requested was made in a way that caused the damages.
    6. You have a payment receipt that shows you paid us for the service.
    7. Any other exceptions that apply under the Australian Consumer Law.
  3. If it is within our capacity, we will try to fix damaged devices, items, and software’s within 5 business days if we find out that you were not at fault of the above conditional assessments [(3)(a)(ii)]. If we are unable to fix the damages, we will refund the amount of the damages or offer a free service or discount.
Response Time
1. Our aim is to try and process all refund requests within 5 business days after all tickets have been closed.
Refund Channels
1. Please know that we will only refund to the same form of payment you used while paying off you invoice for example bank accounts, debt cards used etc. We may request for ABN details for businesses.
Contact Us
1. If you wish to speak to us about our policy, please send email to admin@chervisgroup.com.

Refund Policy for Subscription Services

Last Revised: 8/10/2022
Products purchased from CHERVIS GROUP PTY LTD may be refunded only if cancelled within the refund period specified below in this policy. Some products have different policies or requirements for a refund associated with them, including some products that are not eligible for a refund under any circumstance. Please see below for refund terms applicable to such products.

“Date of the transaction”, for the purpose of this Refund Policy, means the date of purchase of any product or service, which includes the date any renewal is processed by CHERVIS GROUP PTY LTD in accordance with the terms and conditions of the applicable product or service agreement (see here).

“Refund Period”, you may cancel a product at any time, but a refund will only be issued if you request a refund with Chervis Web Services’s customer service within the refund time frame specified for the applicable product, if available at all.

No Refund After Account Closure. If eligible for a refund, it is necessary for you to request a refund prior to account closure. You may elect to close your account with us at any time, but upon account closure you will no longer be eligible for a refund as otherwise permitted under this Refund Policy.

BRAZILIAN CUSTOMERS: ANY AND ALL PRODUCTS OR SERVICES SOLD BY CHERVIS WEB SERVICES MAY BE REFUNDED ONLY IF CANCELLED WITHIN SEVEN (7) DAYS FROM THE DATE OF THE TRANSACTION.

EU & UK CONSUMERS: YOU HAVE A STATUTORY RIGHT TO CANCEL PRODUCTS AND SERVICES WITHIN 14 DAYS FROM THE DATE OF THE CONTRACT. HOWEVER, WE ARE ENTITLED TO CHARGE A REASONABLE AMOUNT FOR THE SERVICES THAT WE HAVE ALREADY PROVIDED TO YOU AS AT THE DATE OF CANCELLATION. THEREFORE, A FULL, OR ANY, REFUND MAY NOT BE DUE. PLEASE NOTE THIS DOES NOT AFFECT THE “PRODUCTS WITH SPECIAL REFUND TERMS”, WHERE FULL REFUNDS MAY BE GIVEN, AS APPLICABLE. THIS REFUND POLICY DOES NOT AFFECT YOUR STATUTORY RIGHTS

Standard Refund Terms
Annual Plans+ – Within 30 days of the date of the transaction.

Monthly Plans*+ – Within 48 hours of the date of the transaction.

*Monthly Plans include all plans with less than a 1-year term (e.g., 6 mos., 9 mos., etc.)
+Security products with remediation service cannot be refunded once a cleanup request has been submitted._

Products with Special Refund Terms
Ad Spend

For SEV Premium, the ad spend and search marketing fees are non-refundable for the current month. We may refund future pre-paid months and future-month additional ad spend and search marketing fees.

Assisted Service

Refundable after the initial three months.

Auction Featured Listings

Refundable during first 24 hours if there are no bids.

Auctions Additional Categories

Refundable during the first 48 hours if there are no bids.

Domain Backorders

If a Domain Backorder credit has been applied to an auction, then it is non-refundable (if not yet applied to an auction, eligible for a refund within 30 days of the date of the transaction).

Domain Name Registrations/Renewals

1. Standard Terms

New Registration: 5 Days (120 Hours)
Auto-Renewal (one-year): 45 Days (1080 hours)
Auto-Renewal (multiple-year): 5 Days (120 Hours)
Manual Renewal: 5 days (120 Hours)
2. Exceptions

.AU: New Registration / Auto-Renewal / Manual Renewal – 3 Days (72 Hours)
.COM.AU: New Registration / Auto-Renewal / Manual Renewal – 3 Days (72 Hours)
.NET.AU: New Registration / Auto-Renewal / Manual Renewal – 3 Days (72 Hours)
.ORG.AU: New Registration / Auto-Renewal / Manual Renewal – 3 Days (72 Hours)
.CZ: Manual Renewal – 59 Days (1416 Hours)
.IT: Auto-Renewal / Manual Renewal – 14 Days (336 Hours)
.MX: New Registration – 45 Days (1080 Hours) Registration fee frozen during period, no charge. Fee is charged at day 46, No refund. If the domain name is deleted during the Grace Period the fee is unfrozen.
.COM.MX: New Registration – 45 Days (1080 Hours) Registration fee frozen during period, no charge. Fee is charged at day 46, No refund. If the domain name is deleted during the Grace period the fee is unfrozen.
.PE: Manual Renewal – 29 Days (696 Hours)
.COM.PE: Manual Renewal – 29 Days (696 Hours)
.NET.PE: Manual Renewal – 29 Days (696 Hours)
.NOM.PE: Manual Renewal – 29 Days (696 Hours)
.ORG.PE: Manual Renewal – 29 Days (696 Hours)
.PH: Manual Renewal – 59 Days (1416 Hours)
.COM.PH: Manual Renewal – 59 Days (1416 Hours)
.NET.PH: Manual Renewal – 59 Days (1416 Hours)
.ORG.PH: Manual Renewal – 59 Days (1416 Hours)
.SE: Manual Renewal – 69 Days (1656 Hours)
.SG: Manual Renewal – 29 Days (696 Hours)
.SO: Auto-Renewal / Manual Renewal – 4 Days (96 Hours)
.COM.SO: Auto-Renewal / Manual Renewal – 4 Days (96 Hours)
.NET.SO: Auto-Renewal / Manual Renewal – 4 Days (96 Hours)
.ORG.SO: Auto-Renewal / Manual Renewal – 4 Days (96 Hours)
.UK: New Registration / Auto-Renewal / Manual Renewal – 5 Days (120 Hours)
.CO.UK: New Registration / Auto-Renewal / Manual Renewal – 5 Days (120 Hours)
.ME.UK: New Registration / Auto-Renewal / Manual Renewal – 5 Days (120 Hours)
.ORG.UK: New Registration / Auto-Renewal / Manual Renewal – 5 Days (120 Hours)
3. Pre-Registrations

For gTLD pre-registrations, application fees are non-refundable*.
*For more information on pre-registration refunds with Donuts Inc. family of TLDs, see Donuts’ Pre-Registration Refunds and Auctions Policy
Expert Services

If an Expert Service has already been performed, then it is non-refundable (if not yet performed, eligible for a refund within 30 days of the date of the transaction).

Get Started Service

If a Get Started Service has already been performed, then it is non-refundable (if not yet performed, eligible for a refund within 30 days of the date of the transaction).

Hosting Services

If a Hosting Service has already been performed, then it is non-refundable (if not yet performed, eligible for a refund within 30 days of the date of the transaction).

Purchased Product w/ Free Domain

In the event any purchased product includes a free domain name, if you cancel the purchased product, the list price for the domain name will be deducted from the refund amount (the list price is the price of the domain name listed on Chervis Web Services’s website and is not subject to any promotion, discount, or other reduction in price).

Services

Website Services:

Build Fee: 30% cancellation fee when in progress, 70% cancellation fee when site design is delivered for review. Non-refundable once first revision is completed or after 30 days of the date of the transaction. Once performance has begun, web service design is considered completed 180 days from the date of the transaction and will not be eligible for a refund thereafter.
Hosting: Eligible for a refund as defined in the “Standard Refund Terms” stated above.
Logo Design: 40% cancellation fee when in progress, non-refundable once artwork delivered or within 30 days of the date of the transaction.

Website Makeover Services: 30% cancellation fee when in progress, 70% cancellation fee when site design is delivered for review, non-refundable once complete.

Website Care and Marketing Services: If you purchase Website Care or Marketing Services and the plan has been used during the billing period, your subscription is non-refundable.

Marketing Services Premium: Marketing Services that are included in a bundle with Website Design Services will be closed and ineligible for a refund after 6 weeks of no customer contact.

Usage of Website Care and Marketing Services is either defined by GoDaddy completing 1 or more requests or, in the event plan is bundled with a Website Design Service, the site design is delivered.

If no usage of the Website Care or Marketing Services plan has occurred, you are eligible for a refund as defined in the “Standard Refund Terms” stated above.

Trustee Fees

Trustee fees are refundable if the domain was not successfully registered. Trustee fees, however, are non-refundable upon renewal.

Website Security

Refunds are only available within 30 days of purchase and will only be issued in cases where a manual malware removal was not completed.

WordPress Premium Support

Refunds may be granted if the plan is cancelled prior to the end of the billing cycle and none of the credits have been used. If a Service has already been performed during the month, then that month is non-refundable (if not yet performed, eligible for a refund within 30 days of the date of the transaction). Future unused months of the services may also be refunded if the plan is cancelled and a pre-payment was made.

Products Not Eligible for Refunds
Appraisals (Express and Certified Appraisals are non-refundable if the customer already applied the credit).
Auctions Memberships
Cloud Servers
Configuration Add-Ons
Discount Domain Club (if used for purchase)
Domain: Auctions, Buy Service (you may request a refund ONLY IF you have not submitted a bid on the domain the service was purchased for), Consolidation or Monitoring
Hosting Connection paid Apps (not refundable once set up)
Merchant Accounts
Office Max Bundles
Premium Domain Names
Redemption Fees
Transfers (if successful)
All Registrations or Renewals in the following TLD’s are fully non-refundable:
.AI .NU
.AM .NZ
.AT .CO.NZ
.BE .NET.NZ
.CH .ORG.NZ
.CL .PL
.DE .BIZ.PL
.DK .COM.PL
.ES .INFO.PL
.COM.ES .NET.PL
.NOM.ES .ORG.PL
.ORG.ES .RU
.EU .COM.RU
.FM .NET.RU
.FR .ORG.RU
.GG .TC
.GS .TK
.CO.JP .VE
.JP .CO.VE
.KR .COM.VE
.CO.KR .INFO.VE
.NE.KR .NET.VE
.RE.KR .ORG.VE
.MS .WEB.VE
.NL .VG
.NO .CO.ZA
Registrations or Renewals in the following TLD’s are refundable, except for the condition in parentheses (in which case, they are non-refundable):**
.AMSTERDAM (New Registration and Manual Renewal Only)
.ARCHI (Manual Renewal Only)
.BIO (Manual Renewal Only)
.SKI (Manual Renewal Only)
.CA (Manual Renewal Only)
.CZ (New Registration and Auto-Renewal Only)
.IT (New Registration Only)
.MX (Manual Renewal Only)
.COM.MX (Manual Renewal Only)
.PE (New Registration and Auto-Renewal Only)
.COM.PE (New Registration and Auto-Renewal Only)
.NET.PE (New Registration and Auto-Renewal Only)
.NOM.PE (New Registration and Auto-Renewal Only)
.ORG.PE (New Registration and Auto-Renewal Only)
.PH (New Registration and Auto-Renewal Only)
.COM.PH (New Registration and Auto-Renewal Only)
.NET.PH (New Registration and Auto-Renewal Only)
.ORG.PH (New Registration and Auto-Renewal Only)
.SE (New Registration and Auto-Renewal Only)
.SG (New Registration and Auto-Renewal Only)
.SO (New Registrations Only)
.COM.SO (New Registrations Only)
.NET.SO (New Registrations Only)
.ORG.SO (New Registrations Only)
.TW (Auto-Renewal Only)
.COM.TW (Auto-Renewal Only)
.IDV.TW (Auto-Renewal Only)
.ORG.TW (Auto-Renewal Only)
*Pricing excludes applicable taxes and ICANN fees.